• 보건행정학회지
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• 제7권1호
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• pp.32-54
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• 1997

The purpose of this study was to identify the reason for patients to choose a hospital. We divided the hospital into two types of hospitals : corporate hospitals and university hospitals. We inverstigated patients' satisfaction according to the image of hospitals. For this purpose, two corporate hospitals and two university hospitals were selected. Data were collected from the self-administered questionnaire for the patients admitted to these four hospitals in April 1996. 772 questionnaires were collected and 55 cases had no answer or insincere answers. So, we used 707 questionnaires for the analysis. Corporate hospitals had modern facilities. However, patients preferred university hospitals because of the reliability of medical staffs and easy accessibility. University hospitals had higher level of satisfaction of medical services, while the corporate hospital had higher level of satisfaction to the friendly atmosphere, and kindness of hospital staffs. When the patients come to hospitals again after discharge, they would consider medical services, hospital atmosphere, and kindness of medical staffs regardless of hospital types. In conclusion, the reasons for patients selecting university hospitals are reliability, history, and tradition of medical services. Instead,, the reasons for patients selecting corporate hospitals are modernization of hospital facilities.

• 한국병원경영학회지
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• 제13권4호
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• pp.76-100
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• 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.

• 보건의료산업학회지
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• 제5권1호
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• pp.147-158
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• 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.

• 한국의료질향상학회지
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• 제8권1호
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• pp.74-83
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• 2001

Background : Since a Gamma Knife had been installed on December 1997, 405 patients have been treated until December 1999 at department of neurosurgery of Seoul National University hospital. The authors analyzed results of a work to improve satisfaction of Gamma Knife surgery patients and to reduce hospital length of stay. Methods : To understand main discontent of patients, a pre-survey was performed from October 1998 to December 1999 using a questionnaire. By Analyzing 93 questionnaire received from 234 patients, pain on frame application, explanation before surgery, waiting time before surgery, waiting time before medical procedure were main discontent factor and overall satisfaction ratio was 71.0%. To improve satisfaction ratio, several quality improvement activity works were designed and applied to 123 patients during the period between January 2000 and September 2000. The same questionnaire were analyzed. Works to reduce the patient hospital LOS were devised and applied during the same period. Results : The overall satisfaction ratio of Gamma Knife radiosurgery patients was increased to 83.7%(P=0.10). The main factor to improve satisfaction ratio was to reduce waiting time(P=0.05) and improvement of discomfort during the surgery(P=0.06). The average LOS was reduced from 3.1 to 2.7 days(P=0.003). Conclusion : As a result of quality assurance activities, the overall satisfaction ratio of patients was improved and LOS was reduced. The pain during frame application was remained as a main discontent factor and a further study is required to reduce this pain.

• 대한예방한의학회지
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• 제23권2호
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• pp.1-10
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• 2019

Backgrounds : In 2017, National Health Insurance implemented the pilot coverage program for Chuna manual therapy(CMT). 65 Korean Medicine(KM) hospitals and clinics were selected in the program to monitor the effectiveness and patients' satisfaction of insured CMT. Objectives : This study aimed to evaluate patients' satisfaction of CMT in the pilot coverage program of National Health Insurance. Methods : Survey participants were recruited among the patients who used CMT at the designated organizations. On-line questionnaire link was sent to the smart phones of patients who agreed to participate in the survey and provide personal contact information. The questionnaire consisted of the basic charactersitics of respondents, imformation on using CMT satisfaction with CMT and willingness to recommend CMT to others. The answers that were automatically coded and saved were statistically analyzed. Results : Of 386 participants who completed the questionnaire, 92.8% satisfied or strongly satisfied with the CMT. Most frequent reason of satisfaction was 'Good effectiveness', and there was no difference in satisfaction between patients of hospital and those of clinics. Patients with the highest and the lowest level of pain satisfied more than those with other pain levels(p=0.003), but the level of copayment and reasons of CMT use did not affect the satisfaction results(p=0.405). The proportions of respondents who had willingness to recommend CMT to others and to revisit for CMT use were 97.8% and 98.8%, respectively. Conclusions : Most patients were satisfied with CMT in the pilot coverage program, and it can provide the rationale for expanding the insurance coverage of CMT to all KM hospitals and clinics.

• 간호행정학회지
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• 제13권4호
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• pp.455-461
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• 2007

Purpose: To examine patient satisfaction with nursing care and the difference of patient satisfaction by the characteristics of emergency care service in the center for emergency medicine. Method: We surveyed 145 patients who visited Pusan-Wide Emergency Medical Center from Nov 01, 2003 to Nov 30, 2003. Patient satisfaction was assessed by asking patients and medical records reviewed to obtain the characteristics of emergency care service. Results: The mean score of patient satisfaction with nursing care was 3.12. For patient satisfaction, 'The nurse seemed earnestly concerned about my pain, fear, and anxiety' represented highest score (3.58). Patient satisfaction according to the general characteristics of patients was revealed as significantly high for the higher educated and the older. Patient satisfaction by the characteristics of emergency care service was significantly higher in no-wait group. Conclusion: Also, the fundamental of nursing, like respect for human, was maintained in emergency setting, the hospital's administration has implemented service for a high level of satisfaction with nursing care up to the expectations of the patients for with the staff and medical equipment.

• 보건의료산업학회지
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• 제12권4호
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• pp.43-57
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• 2018

Objectives: This study analyzes whether the leisure activities satisfaction of elderly and older elderly patients differs with population sociology characteristics for the leisure activities services provided by geriatric hospitals, and to provide basic information to make reasonable decisions. Methods: Difference Analysis of the difference (T-test, ANOVA) in leisure activities satisfaction was conducted for the elderly and older elderly patients hospitalized in nine hospitals. Results: First, In the planning stage of leisure activity program, it is necessary to consider the tendency of men and women to prefer gender-based leisure activity service. Second, It was found that old elderly patients were more in number than elderly patients. Third, managers of geriatric hospitals in Busan and Kyungnam area should consider the needs of the patients in the planning and implementation of leisure activities and improve their leisure activity programs or develop more programs for better customer satisfaction.

• Asian Pacific Journal of Cancer Prevention
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• 제15권2호
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• pp.695-701
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• 2014

The main objective of palliative treatment for cancer patients has been to maintain, if not improve, the quality of life (QoL). There is a lack of local data on satisfaction and QoL among cancer patients receiving palliative treatment in Malaysia. This study covers patients with incurable, progressive cancer disease receiving palliative treatment in a teaching hospital in Kuala Lumpur, comparing the different components of QoL and correlations with patient satisfaction. A cross-sectional survey using Malay validated SF36 QoL and PSQ-18 (Short Form) tools was carried out between July 2012 -January 2013 with 120 cancer patients receiving palliative treatment, recruited into the study after informed consent using convenient sampling. Results showed that highest satisfaction were observed in Communication Aspect ($50.6{\pm}9.07$) and the least in General Satisfaction ($26.4{\pm}5.90$). The Mental Component Summary ($44.9{\pm}6.84$) scored higher when compared with the Physical Component Summary ($42.2{\pm}7.91$). In this study, we found that patient satisfaction was strongly associated with good quality of life among cancer patients from a general satisfaction aspect (r=0.232). A poor significant negative correlation was found in Physical Component (technical quality, r=-0.312). The Mental Component showed there was a poor negative correlation between time spent with doctor (r=-0.192) and accessibility, (r=-0.279). We found that feeling at peace and having a sense of meaning in life were more important to patients than being active or achieving good physical comfort. More studyis needed to investigate patients who score poorly on physical and mental component aspects to understand their needs in order to achieve better cancer care.

• 대한간호학회지
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• 제32권4호
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• pp.506-518
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• 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.

• 한국의료질향상학회지
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• 제5권1호
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• pp.2-14
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• 1998

The aim of this study was to examine differences in the level of satisfaction with medical care at a public health center between patients receiving free-care compared to those paying out-of-pocket. SERVQUAL(Comprehensive Service Quality Measurement Scale), a pyschometrically valid measure for evaluating hospital service quality, was used to assess patient satisfaction. The study sample consisted of 279 patients who received medical care at a public health center. The interview was conducted between April 23 and May 7, 1998. The results was as follow: 1. There were more elderly people among free-care patients than out-of-pocket patients. Education and income levels were lower amongs those receiving free-care. There were, however, no differences in the distribution of gender and religion between the two groups. Patients receiving free-care tended to visit the public health center more frequently compared to those self-paying patients. 2. Overall, free-care patients showed higher satisfaction level than that of self-paying patients. except for the dimension on sympathy and shape.