• Physical Therapy Korea
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• v.9 no.1
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• pp.97-110
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• 2002

The purposes of this study were to investigate the patient satisfaction with physical therapy services and find the related factors to patient satisfaction. In this study, three hospitals were selected at large, middle, small city. Ninety subjects (53 males, 37 females) who had received physical therapy service were participated in this survey. Survey data were collected by a written questionnaire. The patient satisfaction scale had a good reliability (Cronbachs alpha=.9134). The collected data were analyzed by t-test, ANOVA, and Kruskal-Wallis. The scores of patient satisfaction with physical therapy services at large, middle, and small city were 79.67, 76.23, and 86.33 respectively. The score of patient satisfaction at small city was significantly higher than middle and large city (p<.01). There was no significant difference in patient satisfaction with physical therapy services according to gender, age, education years, occupation, marital status, religion and average monthly income. Further studies are needed to identify which specific factors are related to patient satisfaction with physical services. This information will be useful in improving the patient satisfaction.

• Quality Improvement in Health Care
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• v.5 no.1
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• pp.42-57
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• 1998

Background : It is increasing the concern for patient satisfaction as a customer information. This study was planned to investigate the activities related to patient satisfaction survey at the Korean hospitals. Methods : We performed the nationwide survey on 235 general hospitals by using the self-administrated checklist from Sep. 9 to Oct. 9, 1996. The response rate were 50.2%. We analyzed the descriptive statistics and chi-square test by SAS software on 118 hospitals. Results : First of all, 62.7% of study hospitals showed to conduct the patient satisfaction survey, and most of hospitals which did not conduct it had a plan to do it within 5 years. The reason that hospitals did not conduct satisfaction survey was due to a lack of administrator's interest or adequate questionnaire form. Second, the bigger, public and being more located in the big city or opened more than 10 years, the more hospitals conducted the patient satisfaction survey. Also, patient satisfaction survey was mainly handled by planning dept. or administrative team. Third, most hospitals had their own way of making questionnaires without proving reliability and validity. The results of the survey were applied to hospital management timely, and were mostly reported to top manager level. Most CEO concerned about the results of satisfaction survey. Fourth, the staffs in charge of survey had problems such as skill related to data analysis and development of questionnaire and they suggested that this problems could be solved through inducing the implementation of the survey results on hospital management, support for the development of standardized questionnaires and increasing the top manager's interests. Fifth, most questionnaires composed of lots of questioning items on hospital equipments and environment, and kindness of hospital employee to patients. Conclusions : Although this study had some limitations in generalization due to low response rate in big hospitals, it is meaningful to find the present state and the problems related to patient satisfaction survey of the general hospitals. We can conclude that there are increasing the concern for patient satisfaction survey among the hospitals nationwide, and it can be needed for technical support related to development of survey tool or method.

• Quality Improvement in Health Care
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• v.5 no.2
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• pp.312-323
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• 1998

Background : Evaluation of patient's satisfaction is one of the most important aspects of quality improvement. If the patient highly satisfies with the medical service provided in the hospital, he/she will be likely to visit the same hospital again. Patient's satisfaction of a particular hospital is directly correlated with hospital profits as well as reputation in the community. For this reason, various kinds of survey measuring satisfaction level have been performed and many kind of QI activities for enhancing the profits as well as reputation in the community. For this reason, various kinds of survey measuring satisfaction level have been performed and many kind of QI activities for enhancing the patient's satisfaction. This study is to find the effect of hospital QI activities on the patent's satisfaction level. Methods: After questionnares were developed, survey of measuring satisfaction level was performed in August, 1998. On the basis of survey results, QI activities were carried out to attain the target point of 4.0 and subsequent survey was done in November, 1998. Results: With three main principles of "problem solving approach with kindness". "helping patient to participate in medical procedure with sufficient information", and "putting employees into practice of attitude with human respect", the average level of satisfaction was enhanced from 3.45 to 3.55 level. Also kindness level of employees was increased from 3.71 to 3.82. Level of dissatisfaction about insufficient explanation and unkind attitude was dropped from 69% to 48% and from 82% to 46% respectively. Conclusion: With the result of this study overall satisfaction level was enhanced. In order to keep these advantages a operation of Quality Improvement Task Force Team in each subject will be required.

• Health Policy and Management
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• v.23 no.2
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• pp.145-151
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• 2013

Background: The objective of this study was to explore patient family's evaluation of emergency department (ED) service satisfaction and to compare these with ED staff perception of patient family's evaluation. Methods: Based on two surveys of the National Emergency Medical Center: the 2008 National Survey for Recognition and Satisfaction towards Emergency Medical Services and the 2008 Opinion Survey of Emergency Medical Service Providers, satisfaction gaps among physicians, nurses, and patient family were evaluated by Kruskal-Wallis tests and Wilcoxon-Mann-Whitney tests. Furthermore, the factors associated with satisfaction of emergency medical service were identified by ordinal logistic regression models. Results: There were statistically significant gaps among physicians, nurses, and patient family in overall satisfaction with ED visit, length of stay in ED, enough explanation, physicians/nurses kindness, and ED facilities. Age and income in the patient family model, the number of beds in hospital, job satisfaction and year of service in the physicians model, and the number of beds in hospital, job satisfaction and the number of patients per duty hour in the nurses model were statistically significant factors associated with evaluation/ perception of ED service satisfaction. Conclusion: Patient satisfaction is an important indicator of the quality of care and service delivery in the ED. To improve and understand satisfaction in ED service, a dyadic view of the evaluation of service quality and satisfaction-that is, from the perspectives of both the patient and the emergency medical service providers-should be concerned.

• Korea Journal of Hospital Management
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• v.27 no.2
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• pp.44-52
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• 2022

Purposes: This study tried to extract variables affecting patient-experience satisfaction level in hospital situation, using a multiple-regression analysis and ISA(Revised Importance-Satisfaction Analysis), and to explore variables needed to be improved. Methodology: A mobile-based online patient-experience survey was conducted in eleven general hospitals in A city. To test the validity of this test, this data was compared with the data from Health-Insturance Review and Assessment Service. Then, the standardized regression coefficients extracted from a multiple-regression analysis were used as the importance scale to be used in ISA. Finding: Taken together, the areas with the highest contribution for the in-hospital patient-experience satisfaction level were medication and treatment process and hospital environment. In conclusion, the revised ISA which can show satisfaction and importance both with simultaneously and multi-axis way would be useful in hospital improvement activities. Practical Implications: This study tried to develop a mobile-based patient-experience survey, and to extract the major variables affecting patient-satisfaction level and to identify variables need to be improved. Finally, this should help hostipals to prepare the assessment process with various improvement activities.

• Journal of Korean Academy of Nursing Administration
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• v.13 no.1
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• pp.98-108
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• 2007

Purpose: The objective of this research was to explore the levels of patient satisfaction and job satisfaction according to the level of nurse manpower, in order to provide effective management for nurses. Methods: The research was conducted from November 1 to December 30, 2006, with a survey of 310 nurses and 240 patients at eight tertiary hospitals in Seoul. Data were collected according to the level of nurse manpower from the first (a nurse vs. patient ratio of below 2.0) to the sixth (a ratio of over 4.0) rank. The survey tools were used Park-Yoon's job satisfaction (1992) and Wandelt and Ager (1974)'s patient satisfaction. The acquired data were analyzed with SPSS $PC^+$ 12.0 program using descriptive methods, ${\chi}^2$ test, ANCOVA, and Scheffe. Results: Overall job satisfaction of nurses showed 3.10 and patient satisfaction of patients showed 4.15. Analysis based on the level of nurse manpower showed that hospitals of first and second rank had higher scores than those of lower rank for nurse's job satisfaction and patient satisfaction. Conclusion: Hospitals with a higher level of nurse manpower showed higher score of nurse's job satisfaction and patient satisfaction.

• Health Communication
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• v.13 no.2
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• pp.159-166
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• 2018

Background: It is important to investigate patient satisfaction to improve the quality of healthcare. Among the many factors that affect patient satisfaction, perceived health status has been considered as one of the major factors. Therefore, we investigated patient satisfaction through patient experience in outpatient settings according to perceived health status. Methods: This cross-sectional study using questionnaires of patient experience and perceived health status from the Korean National Health and Nutrition Examination Survey 2015 included 4267 people aged over 19 years who met the inclusion criteria. Perceived health status was classified into three: good, fair, and poor. Questions about patient experience consisted of four items: doctor spending enough time with patients, doctor providing easy-to-understand explanation, doctor giving opportunity to ask questions or raise concerns, and doctor involving patient in decisions about care or treatment. Patient experience was classified into two: satisfied and non-satisfied. A multivariate regression model was used to analyze the data. Results: In the good perceived health status group, level of satisfaction was 79.2%, 88.5%, 83.3% and 87.2%, respectively for the four items targeting patient experience. In the poor group, level of satisfaction was 76%, 84.9%, 79.5%, and 83.1%, respectively for the four items. In multivariate logistic regression analyses, the odds ratios of good perceived health status group were 1.775 (1.347-2.338), 1.946 (1.356-2.793), 1.652 (1.218-2.240), and 1.665 (1.193-2.323) compared with the poor group. Conclusion: Perceived health status is associated with patient satisfaction. In particular, the better the perceived health status, the better the patient satisfaction through patient experience.

• Journal of Korean Physical Therapy Science
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• v.9 no.2
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• pp.77-85
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• 2002

Patient satisfaction is an important factor in evaluating the quality of care. Patient satisfaction may be used to evaluate provider services and facilities, and used to predict the patient returns to a facility. The patients decision whether the patient returns to a facility or whether the patient recommends the facility to other people may be affected by a variety of factors of patient satisfaction. This study is to develop and test of a translated and modified Goldstein's instrument that measures patient satisfaction among physical therapists patients and clients. A self-administered questionnaire survey was conducted in Seoul, Chung-Joo and Bu-Cheon cities. Survey data was obtained from 743 patients who visited the physical therapy practice at university hospitals, general hospitals and clinics. The instrument developed by Goldstein was used and translated into Korean. Several items were added to the instrument. Patient's opinions of service in each domain measured using 5-point Likert-type scales that ranged from strongly disagree to strongly agree. Principal components analysis with varimax rotation was used to indicate which questions examined similar components of patient satisfaction. Component analysis indicated eight scales (kindness, scheduling, recommendation, convenience of parking, privacy, and waiting time). Different types of validity were established well. The coefficient of reliability (Cronbach alpha =.97) obtained for the instrument was clearly within a desired range.

• Journal of Korean Physical Therapy Science
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• v.9 no.4
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• pp.63-72
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• 2002

Patient satisfaction is an important factor in evaluating the quality of care. Patient satisfaction may be used to evaluate provider services and facilities, and used to predict the patient returns to a facility. The patients d whether the patient returns to a facility or whether the patient recommends the facility to other people may be affected by a variety of factors of patient satisfaction. Low satisfaction may result in poor compliance with the potential of waste of resources and suboptimal clinical outcome. This study is to identify factors of patient satisfaction that will affect patients decision whether the patient returns or not. A self-administered questionnaire survey was conducted in Seoul, Chung-Joo and Bu-Cheon cities, Survey data was obtained from 743 patients who visited the physical therapy practice at university hospitals, general hospitals and clinics. Response rate was 94.4%. The instrument developed by Goldstein et al. (2000) was used and translated into Korean. Several items were added to the instrument. Patient's opinions of service in each domain measured using 5-point Likert-type scales that ranged from strongly disagree to strongly agree. A multiple-regression analytic approach was used to predict overall satisfaction of physical therapy. Age, kindness, scheduling, convenience of parking, privacy, and waiting time predicted the overall satisfaction of physical therapy. The older patients had higher level of satisfaction with physical therapy compared with the younger patients. Patient satisfaction were more affected by access (scheduling and waiting time), administrative technical management (convenience of parking), and interpersonal management (kindness of physical therapists and other staffs) than clinical technical management (physical therapists' skills).

• Journal of Korean Academy of Nursing Administration
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• v.13 no.3
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• pp.345-351
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• 2007

Purpose: The purpose of this study was to identify the relationship between patient characteristics and patient satisfaction. Methods: A cross-sectional questionnaire survey was conducted in an acute care hospital. The subjects were 317 patients discharged from general medical and surgical nursing care units during September, 2005. Patient satisfaction was measured using the short-form satisfaction scale of Hwang and Park(2001). Additional information about patient characteristics, including general demographics and health care utilization variables, was collected from the hospital information systems. Multiple regression analysis was performed to determine patient characteristics influencing patient satisfaction. Results: Patients were satisfied with hospital care with an average of 4.10 on a five-point Likert scale. Patient characteristics explained 13.5% of the variance of patient satisfaction. The significant factors influencing patient satisfaction were patients' age and perceived health status. There was no significant relationship between structural variables and patient satisfaction. Conclusion: This study showed that patients' characteristics were significant factors explaining patient satisfaction. Therefore, these characteristics should be adjusted in reporting patient satisfaction as an indicator for hospital-level or department-level rating.