• 대한간호학회지
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• 제35권3호
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• pp.535-545
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• 2005

Purpose: This paper reports a study exploring factors related to patient satisfaction and dissatisfaction with inpatient care. Method: A cross-sectional study design was used, employing data from the National Health and Nutrition Survey conducted in 2001. Socio-demographic factors, utilization, self-rated health status, and disease characteristics were assessed by employing univariate comparisons and multivariate logistic regression analyses. Result: Out of 37,769 respondents, 1,043 aged 20 years and over had been admitted to a hospital or clinic at least once during the past year. About a quarter of the respondents were discharged from tertiary hospitals and $21\%$ from clinics. The majority of patients ($58\%$) were satisfied with inpatient care received, whereas $11\%$ were dissatisfied. Greater satisfaction was found in patients aged 45-64 years and those having formal education, discharge from tertiary hospitals, national health insurance as a payer, medical expenses not being burdensome, good self-rated health status, and neoplasm. Living in non-metropolitan urban areas, shorter length of stay, and musculoskeletal diseases were associated with greater dissatisfaction. Conclusion: Different factors were related to patient satisfaction and dissatisfaction with care. Those factors need to be taken into account when evaluating and comparing satisfaction levels between health care institutions.

• 한국의료질향상학회지
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• 제26권1호
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• pp.35-45
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• 2020

Purpose: This study was conducted to identify patients' dissatisfaction with health care through a content analysis of newspaper articles published between 1990 and 2015. It focused on developing a systematic coding scheme for content analysis as well as exploring changes over time. Methods: Among articles published by 8 major national newspapers, our content analysis used those that specifically covered the dissatisfaction of patients. Coding taxonomy was developed in two domains: (1) contents of dissatisfaction and (2) special circumstances and groups where complaints were filed. All articles were then coded according to this coding taxonomy to conduct descriptive analysis. Results: A total of 794 complaints were discovered in 338 articles. Contents of dissatisfaction were classified into 7 categories and 50 subcategories. Complaints regarding accessibility, technical care, and administration were noticeable in special circumstances, including strikes and spread of epidemic diseases, whereas complaints on interpersonal care and cost were prominent in general population and circumstances. When comparing the proportion of articles covering patient dissatisfaction in general population/circumstances between 1990-2000 and 2001-2015, complaints on administration and physical environment diminished over time, whereas complaints on outcome of health care increased. Conclusion: This study offers a rare window to view the responsiveness of the Korean health care system on a long time horizon.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제16권10호
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• pp.3313-3332
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• 2022

This study is an investigation into the factors affecting patient dissatisfaction among Saudi hospitals. The selected factors considered for analysis are security of information sharing, operational practices, disruptive technologies, and the ease of use of EHR patient information management systems. From the literature review section, it was clear that hardly any other studies have embraced these concepts in one as was intended by this study. The theories that the study heavily draws from are the service dominant logic and the feature integration theory. The study surveyed 350 respondents from three large major hospitals in three different metropolitan cities in the Kingdom of Saudi Arabia. This sample came from members of the three hospitals that were willing to participate in the study. The number 350 represents those that successfully completed the online questionnaire or the limited physical questionnaires in time. The study employed the structural equation modelling technique to analyze the associations. Findings suggested that security of information sharing had a significant direct effect on patient satisfaction. Operational practice positively mediated the effect of security of information sharing on patient dissatisfaction. However, ease of use failed to significant impact this association. The study concluded that to improve patient satisfaction, Saudi hospitals must work on their systems to reinforce them against the active threats on the privacy of patients' data by leveraging disruptive technology. They should also improve their operational practices by embracing quality management techniques relevant to the healthcare sector.

• 한국보건행정학회:학술대회논문집
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• 한국보건행정학회 2005년도 추계학술대회
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• pp.366-367
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• 2005

• 한국융합학회논문지
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• 제7권5호
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• pp.117-125
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• 2016

의료서비스를 이용하는 고객의견 대한 구현은 효과적이고 효율적인 관리가 중요하다. 이에 본 연구는 고객의 불만족 사항에 대한 내용의 의료융합적 분석을 확인하여 전략을 수립하고자하는 후향적 조사연구이다. 2014년 3월부터 2015년 2월까지 일 상급종합병원의 민원 319건을 대상으로 분석하였다. 본 연구에서는 초진보다 재진이, 입원환자보다는 외래환자의 불만족이 높았으며 불만족 분류 시 행정서비스의 업무절차, 진료 및 간호영역의 의사소통 및 설명부분에서 불만족이 높았다. 질병 분류에서는 소화기계와 암 진단관련 대상자들의 불만족이 높았다(p<0.05). 본 연구를 바탕으로 의료서비스의 질을 향상시키고 불만족의 재발을 막는 고객 지향적 의료융합 경영전략을 수립하기 위해 각 환자의 질환별 불만족 요인의 내용을 융합분석하고 지속적인 융합연구를 통해 질환별 구체적인 의료서비스 전략에 대해 유형을 구조화 할 필요가 있다.

• 대한예방한의학회지
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• 제10권1호
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• pp.109-121
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• 2006

The purpose of this study was to determine factors influencing patient satisfaction with medical services in hospital, which is classified into environmental aspect, human services and procedural services. Based on the results of literature review, the study focused on effects of social-demographical factors on patient satisfaction. The environmental aspect of medical care services included medical equipment and facilities, hygiene, ventilation, heating and air-conditioning, waiting and resting space, ward space and parking facilities. Procedural service included registration process, bill payment, waiting time after registration, examination and prescription as well as appointment process. Human services consisted of physicians listening to stories of patients, examination duration, physicians' explanation and physicians' service. As for nurses, explanation about disease, examination procedure and results, kindness and nursing care were evaluated. Services provided by other staff members were also evaluated. Patient satisfaction, defined as individual attitude toward medical service as a whole, was measured using a questionnaire. A total of 700 in-or out-patients were surveyed in 6 hospitals with more than 300 beds in North Gyeongbuk Province. 1. The level of patient satisfaction varied with characteristics of patients. Male patients and those in their 30s had a low level of satisfaction. Dissatisfaction level was positively related to education level but negatively related to economic condition. 2. As for patient satisfaction with medical service providers and other employees in hospital, satisfaction level with physician's explanation about treatment was higher. But dissatisfaction levels with treatment duration and the lack of explanation about examination procedures were high, calling for improvement. Dissatisfaction level with nursing care was high, calling for training of nurses for better service. Given the low level of satisfaction with human services, hospital employees need to be trained to improve their service. 3. It Was found that administrative service was also a significant factor influencing patient satisfaction in addition to medical service. It is therefore important for hospitals to provide patients with prompt and convenient procedural service. 4. Environmental factors such as medical equipment and amenity facilities also affected patient satisfaction. Thus environmental condition, procedural service and human service are all important to improve medical service in hospital. In summary, procedural service was the most significant factor for patient satisfaction. The level of satisfaction in patients was also affected by human service and environmental condition. It is therefore necessary to take patient-oriented approach in providing medical service in an effort to improve patient satisfaction. The finding of a lower level of satisfaction with human service signifies the need for training of healthcare providers and other hospital employees for better services. The introduction of advanced management programs is also needed to improve procedures that patients go through in hospitals.

• 간호행정학회지
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• 제12권4호
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• pp.541-554
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• 2006

Purpose: The purpose of this study is to provide basic data for the improvement of the quality in the emergency nursing services by investigating the expectation level and actual received level with nursing care and identifying the factors that influence patient satisfaction with the emergency nursing care in the military hospitals. Method: Using a self report questionnaire, data were collected from 150 patients who had been admitted in military hospitals emergency department. The data collection was done between April 17 and April 30, 2006. At least, 145 questionnaires were analyzed and used in this study. Results: The average sum score was 61.93 out of 76 with standard deviation 9.590. The mean of the patient's expectation levels with the overall emergency nursing services was $(3.25{\pm}.504)$ out of the highest score 4. the average sum score was 63.27 out of 76 with standard deviation 9.902. The mean score of the patient's actual levels with the overall emergency nursing services was $(3.33{\pm}.521)$ out of the highest score 4. Conclusion: nursing management strategies must be established to remove patient's dissatisfaction factors and to improve the emergency nursing care quality through continuous measurement and assessment of the patient's satisfaction with emergency nursing services in military hospitals.

• Journal of Dental Anesthesia and Pain Medicine
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• 제19권3호
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• pp.135-141
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• 2019

Background: The fear of needle insertion and pain during anesthesia is a source of patient dissatisfaction in dentistry. Inferior alveolar nerve block (IANB) remains the most common type of block and is in itself painful. Computer-controlled local anesthetic delivery (CCLAD) has been proven to reduce the pain associated with injection of anesthetics in various blocks. However, the efficacy of CCLAD for IANB in adults remains unknown. Methods: Sixty-four adult patients requiring bilateral IANB were selected and divided into two groups: group A (50 patients receiving IANB via CCLAD) and group B (50 patients receiving IANB using a conventional cartridge syringe). Pain perception and patient comfort were assessed using the visual analog scale and the 5-point semantic scale, respectively. Results: The pain perception was compared between the two groups using the Mann-Whitney U-test, and the P value was 0.003. The patient comfort was also compared using the same test, and the P value was 0.484. Conclusion: A significant difference was observed in the pain perception of the patients during CCLAD. The patient comfort was grossly equal for both techniques.

• Journal of the Korean Association of Oral and Maxillofacial Surgeons
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• 제43권4호
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• pp.229-238
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• 2017

Objectives: The primary purpose of this study was to investigate the factors related with additional administration of sedative agent during intravenous conscious sedation (IVS) using midazolam (MDZ). The secondary purpose was to analyze the factors affecting patient satisfaction. Materials and Methods: Clinical data for 124 patients who had undergone surgical extraction of mandibular third molar under IVS using MDZ were retrospectively investigated in this case-control study. The initial dose of MDZ was determined by body mass index (BMI) and weight. In the case of insufficient sedation at the beginning of surgery, additional doses were injected. During surgery, peripheral oxygen saturation, bispectral index score (BIS), heart rate, and blood pressure were monitored and recorded. The predictor variables were sex, age, BMI, sleeping time ratio, dental anxiety, Pederson scale, and initial dose of MDZ. The outcome variables were additional administration of MDZ, observer's assessment of alertness/sedation, intraoperative amnesia, and patient satisfaction. Descriptive statistics were computed, and the P-value was set at 0.05. Results: Most patients had an adequate level of sedation with only the initial dose of MDZ and were satisfied with the treatment under sedation; however, 19 patients needed additional administration, and 13 patients were unsatisfied. In multivariable logistic analysis, lower age (odds ratio [OR], 0.825; P=0.005) and higher dental anxiety (OR, 5.744; P=0.003) were related to additional administration; lower intraoperative amnesia (OR, 0.228; P=0.002) and higher BIS right before MDZ administration (OR, 1.379; P=0.029) had relevance to patient dissatisfaction. Conclusion: The preoperative consideration of age and dental anxiety is necessary for appropriate dose determination of MDZ in the minor oral surgery under IVS. The amnesia about the procedure affects patient satisfaction positively.

• 대한장애인치과학회지
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• 제11권1호
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• pp.9-16
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• 2015

Pain and sensory disorder resulting from injury to peripheral nerves of the face and jaws are a major source of patient dissatisfaction and suffering. The majority of patient who sustain injuries to the peripheral sensory nerves of the face and jaws experience a slow but orderly return of sensation that is functional and tolerable in quality, if not "normal". For many patients, however, the long-term effects are a source of aggravation, and for a few, a significant cause of suffering. Common complaints relate to reduced sensory information causing embarrassing food accumulations or drooling, biting a burning the lip or tongue, and difficulty in performing routine activities such as shaving and apply makeup. For some patients posttraumatic symptoms become pathological and frankly painful. The predominent pain components are (1) numbing anesthesia dolorosa pain, (2) triggered neuralgiaform pain, (3) burning, aching causalgiaform pain, and (4) phantom pain. This is a report of cases about posttraumatic pain syndrome associated with dental treatment in a psychologically disabled patient.