• Korea Journal of Hospital Management
• /
• v.15 no.4
• /
• pp.78-99
• /
• 2010

In this study, we examined the effects of healthcare staffs' perceived service quality(E-PSQ) on patients' perceived service quality(P-PSQ) leading to patients' satisfaction(P-CS) and the effects on guardians' perceived service quality(G-PSQ) also leading to guardians' satisfaction(G-CS). To investigate the causalities of the factors, we collected national wide samples of 144 hospitals, 721 healthcare staffs, 1456 patients, and 1455 guardians of the patients. Followed were contributions of this study. First, healthcare staffs and patients were commonly related by service quality, which meant the increase of healthcare staffs' perceived service quality led to increase of patients' perceived service quality. Second, healthcare staffs and guardians of patients were also related by perceived service quality. Third, patients' perceived service quality would lead to service satisfaction of patients, Fourth, guardians' perceived service quality would also lead to service satisfaction of guardians. The findings implied service managers of hospital settings should pay attention to healthcare staffs' perception of service quality as well as those of patients and guardians. With such strategy, hospitals could survive the drastically changing environments of current healthcare service area.

• Korea Journal of Hospital Management
• /
• v.13 no.4
• /
• pp.76-100
• /
• 2008

The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty and to compare the causalities between in-patients and out-patients. A multi-group structural equation model was used to test the hypothesis of conceptual model. Empirical results indicate that two factors such as assurance and empathy have direct impact on service value and customer satisfaction in both the patients. In the results of multi-group comparison test, however, the path coefficients from service value to customer loyalty and from customer satisfaction to customer loyalty were different across the two groups. In out-patients, customer loyalty is more positively related with service value. In in-patients, customer loyalty is more positively related with customer satisfaction. It is proven that service quality influences customer loyalty. Therefore To compete successfully in today's volatile & competitive medical markets, the hospital needs to manage the service quality, considering the type of patients.

• Korean Management Science Review
• /
• v.26 no.3
• /
• pp.133-144
• /
• 2009

In this study, we investigated the effects of service quality factors on overall satisfaction of medical treatment service. Especially, we focused on the differences between patients and guardians in impact of service quality factors. The data was gathered by using a structured questionnaire from 220 patients and 220 guardians. Based the factor analyses, we derived the five factors of medical service quality-process, speciality, kindness, convenience of facilities, and cleanness. Then, we examined the effects of the five service quality factors on guardians' satisfaction as well as on patients' satisfaction. The results of the empirical study showed that the kindness is more important to patients than to guardians whereas the speciality is more important to guardians than to patients.

• Journal of Korean Academy of Nursing
• /
• v.32 no.4
• /
• pp.506-518
• /
• 2002

This study was performed to measure the nursing service quality being used SERVQUAL model and satisfaction that the admitted patients perceived. Method: The questionnaire founded on the SERVQUAL was developed and distributed to 300 patients at the three general hospitals in three provincial city, Korea. For data analysis, Cronbach's α, frequencies, percentages, paired t-test, Pearson Correlation Coefficient were used. Result: In expectation, patients most highly perceived the assurance factor that was one among the 5 factors being constituted nursing service. In performance, patients most highly perceived the responsiveness factor. The performance degrees of the 5 factors and 20 attributes being constituted nursing service did not exceed the expectation degree of those. So the calculated figures for nursing service quality of the three subjected hospitals were all minus. In relation of the patients' demographics and nursing service characteristics to their general satisfaction, patients' sex, age, income and the all factors and attributes of nursing service had relation to their general satisfaction. Conclusion: It could be concluded that the nursing service quality of the three subjected hospitals was poor and the patients' demographic and nursing service characteristics had relation to their general satisfaction.

• Journal of Korean Medicine Rehabilitation
• /
• v.29 no.1
• /
• pp.31-39
• /
• 2019

Objectives To obtain future research basis of Korean Medicine for total knee arthroplasty patient by analyzing medical and Korean Medical service utilization and treatment duration. Methods Data sampling was performed on Health Insurance Review and Assessment Service patient data of 2015 (Confidence level of 97%) to analyze patients' medical and Korean Medical service tendency. Sampling groups were divided into two groups; i) Patients who completed their treatment within 5 months of total knee arthroplasty, ii) Patients who continued their treatment after 5 months of total knee arthroplasty, to investigate patients' medical and Korean Medical service tendency and individual characteristics were carefully monitored. Results It was confirmed that total of 1,655 patients had gone through total knee arthroplasty out of 1,453,486 patients who were gathered for sampling. First sampling group (Patients who completed their treatment within 5 months of total knee arthroplasty) was 287 patients and second sampling group (Patients who continued their treatment after 5 months of total knee arthroplasty) was 385 patients. The proportion of patients who visited Korean Medical service in first sampling group was lower than that of second sampling group. Conclusions It was confirmed that medical and Korean Medical service and cost consumed by second group (Patients who continued their treatment after 5 months of total knee arthroplasty) was higher than that of first group (Patients who continued their treatment after 5 months of total knee arthroplasty). It is highly recommended to continue with further study for efficient medical and Korean Medical service and reduced cost.

• Korea Journal of Hospital Management
• /
• v.17 no.4
• /
• pp.133-166
• /
• 2012

Hospitals tend to provide uniformed service to patients despite their various demands stemming from the severity of disease stages or the uncertainties in information of treatment stages. To identify service factors and provide effective contextually aware service models that patients demand depending on their evolving circumstances, the study conducted a survey on service quality based on importance and satisfaction of cancer patients. The study surveyed 286 patients and caregivers on importance and satisfaction through a questionnaire comprising of 17 questions at the outpatient clinic of cancer centers of university hospitals in 5 cities. Based on the risks of the disease and uncertainties in information of treatment stages, the cancer patients were grouped into diagnosis stage; low-risk treatment stage; high-risk treatment stage; stabilization stage. Depending on the patient's situation, the importance and satisfaction of service factors were ranked. These factors were categorized into 4 groups from a managerial perspective into 'keep it up area', 'focus here area', 'low priority area', 'overdone area'. This study provides an effective medical service model that can accommodate patients based on management areas of cancer patients.

• Korean Journal of Clinical Pharmacy
• /
• v.27 no.1
• /
• pp.1-8
• /
• 2017

The prevalence of diabetes and its related morbidity and mortality are being increased. Despite the advancement of evidence-based pharmacotherapy in the management of diabetes, many patients in our country do not achieve satisfied therapeutic outcomes. Pharmaceutical care service can be defined as a patient-centered clinical service provided by pharmacists to improve therapeutic outcomes and quality of life of patients, by identifying, and preventing or resolving drug-related problems (DRPs). Pharmaceutical care service is interdisciplinary team-based practice, and is provided through collaborative practice agreement (CPA) between one or more physicians and pharmacists. This article describes a model of pharmaceutical care service which can be adopted in our country for patients with diabetes in the ambulatory care settings. With the successful implementation of this service, clinical, economic, and humanistic outcomes of patients will be improved. Therefore, by actively implementing pharmaceutical care service, pharmacist should contribute to the promotion of patients' health and to the advancement of health care delivery system.

• The Korean Journal of Health Service Management
• /
• v.5 no.1
• /
• pp.147-158
• /
• 2011

This study compares the degree of satisfaction and the causes of selecting facilities for stroke patients in the senior specialized hospitals and other senior care facilities. The research results are followed. First, The patients who held the level of senior long-term care used senior specialized hospitals, while the patients who had the level of 2 or 3 degree used senior care facilities. The patients helped by cooperative care service used senior care facilities, and the patients helped by private service or family service used senior specialized hospitals. Second, The patients in senior specialized hospitals had affirmative attitude for their service system, while the patients in senior care facilities preferred their various service systems. In the satisfaction of the facilities, the patients in senior care facilities felt more satisfaction to staff, environment, service, and other factors than the patients in hospitals did. Third, in the result of logistic analysis, the patients had an affirmative attitude in case that they had spouse, experience of senior specialized hospitals or senior care facilities, without senior long-term care insurance. They also valued the service standard and the staff quality. As this study points out, the overall preference is higher in the senior care facilities. So, the stroke patients recognized the new role between the hospitals and the facilities after the establishment of long-term senior medicare system. This research had some limitation for the research areas and numbers. So the data analysis for the types of facility and the responses may not be generalized. However, the standard of choosing facility and satisfaction will be a guideline for establishing a new future role between hospitals and facilities. This result will be used as a basic data for the renovation of long-term senior medicare insurance.

• Journal of the Ergonomics Society of Korea
• /
• v.31 no.1
• /
• pp.93-100
• /
• 2012

Objective: This study is to review the current state of services offered to pharmacy users, and develop a service design converging a prescription service and a smart phone application service in order to enhance patients' experience at pharmacies and home. Background: Under the new medical system; separation of prescribing and dispensing drugs, a doctor writes a prescription to their patients and patients have their prescription filled at the pharmacy. As the number of flue, allergy and atopy patients has increased, waiting lines have been longer at pharmacies. Besides, the current medical service system lacks of providing proper information on prescribed pills to patients. There are already services offered during waiting times such as offering free drinks, magazines or suggesting general drugs which you can buy without prescription, however they neither cover the current medical service's shorts nor shorten the waiting time. Method: I researched objective and perceived waiting times reduction methods, the current service status at pharmacies, and the government's policy direction in a medical service. Also, I observed a patient's journey from the hospital to pharmacy and then home. I examined the circumstance at pharmacies, patients' behaviors and their thoughts during their journey, and extracted three main goals to design a service in order to help patients have positive perception during the waiting time; (1) to reduce the perceived time by the way of visualizing time and offering readings about what patients consider necessary, (2) to educate patients what they are into and how to get through, (3) to establish trust among patients, doctors and pharmacists. Based on three goals, I designed a structure and a wireframe for a new service application of smart phones. Results: With a new service design for pharmacy users, users can track their medical record and visit the information about their current medical treatments anytime. Also the service helps patients build reliable relationships with doctors and pharmacists. Conclusion: Experience is not just an activity but series of multiple activities. The serving range of a medical service should not be determined by stakeholders but user's holistic experience. By approaching a service design with a holistic vision, it can enrich not only a temporary experience but also a whole life well being. Application: Since there are already many service applications advising patients about their illness and finding right doctors, this service design is focused on the experience from getting a prescription till feeling better. The next move is to combine those two parts medical services and design an integrated service application. As a prescription is going to be coded in numbers, we might consider to design an un-attended pharmacy which can shorten huge amount of time for filling prescriptions.

• Journal of Biomedical Engineering Research
• /
• v.22 no.4
• /
• pp.377-383
• /
• 2001

In this paper, we present an intensive patient monitoring service through the Internet, which enables medical doctors to watch their patients in a remote site, to monitor their vital signs and to give them some advices for first-aid treatment. The service consists of three service objects: Monitoring Information Service(MIS), Vital Sign Monitoring Service(VSMS) and Multimedia Consulting (MCS). Through the MIS, medical doctors can get information about the patients currently under monitoring, including their names, ages, genders, symptoms, current main complaints and current locations. The VSMS enables medical doctors to monitor in real-time patients' vital signs such as electrocardiogram (ECG), respiration, temperature, blood oxygen saturation (SpO$_{2}$), invasive blood pressure (IBP), and non-invasive blood pressure (NIBP). It also generates alarms when the patients are likely to be in a critical situation. The MCS provides a real-time multimedia desktop conferencing facility for watching patients and instructing attendants to administer some first-aid treatment. We carried out some experiments according to two different scenarios. The intensive patient monitoring service was functioning well in a 100Base-T Ethernet LAN environment.