• Journal of Society of Preventive Korean Medicine
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• v.10 no.1
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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.

• Journal of Korean society of Dental Hygiene
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• v.9 no.3
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• pp.415-425
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• 2009

Objectives : In this study, the dental treatment satisfaction degree of the patients, who experienced the sleep dental treatment or non-sleep dental treatment, the revisit rate and the differences among the encouraging intention were compared and analyzed, and the primary factors through which the satisfaction degree of sleep dental treatment has influence on the revisits and the encouraging intention were analyzed, and the proposal was made on clinic management to raise qualitative medical service level on the basis of this study. Methods : The questionnaires filled out by the 202 users of a certain dental clinic located in Pohang-si, Gyeongbuk were analyzed. The frequency analysis and the crosstabulation analysis of the general characteristics of survey participants were carried out, and the satisfaction difference between the sleep dental treatment and the non-sleep dental treatment was identified with the t-test analysis. The multiple regression analysis were carried out to identify the factors through which the sleep dental treatment has influence on the through which the satisfaction degree of sleep dental treatment has influence on the satisfaction degree of the medical service and the revisited dentists. Results : In the medical service satisfaction degree in general, the sleep dental treatment had the higher meaningful value than the non-sleep dental treatment(p<0.05). In the case of the difference in satisfaction degree on each medical service factor, the satisfaction of the sleep treatment group was high in every case, but the meaningful difference showed up in the factors of waiting time, treatment procedure, revisit and the encouraging intention(p<0.01). The revisit to the sleep treatment dental clinic and the recommending dentist increased in proportion to the satisfaction degree of sleep dental treatment, and the Beta value appeared to be 0.337 at the influence of the subordinate variable(p<0.001). As for the influence on the sleep dental treatment satisfaction, the Beta value of the dental hygienist was the highest, marking the value at 0.375(p<0.01). As for the satisfaction of the patients who experienced the sleep dental treatment, the Beta value of the treatment fee was the highest, marking 0.352(p<0.001), in the multiple regression analysis of the revisit and the encouraging intention, and the 0.156 of dentist factor and the 0.152 of treatment procedure and waiting time showed lower regression coefficient(p<0.05). Conclusions : It is assumed that the satisfaction degree of sleep dental treatment, which is carried out as a new dental service has influence on the increase of revisit to the dental clinic as an important factor. But it was disclosed that the high level of treatment fee has the biggest influence on choice of revisit to the dental clinic. In the current medical charge system, the sleep dental treatment appeared to have a big influence on raising the quality of dentists, the satisfaction of patients, the revisit and encouraging intention, and also the roles of the dental hygienist was important. It is assumed that these facts are functioning as the factors that are linked to the increase of revisit and the encouraging intention.

• Journal of Korean society of Dental Hygiene
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• v.5 no.2
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• pp.247-261
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• 2005

The main objective of this study is to investigate the factors affecting patient satisfaction, repeat-use intention, and inducement intention for providing the suggestion for patient-oriented management of dental services organizations. For this study, the patient satisfaction model including 14 facets of satisfaction factors such as distance(time/location), human services(dentist-hygienist), treatment results, and facilities(convenient facilities/parking lot) was examined. Data were collected from 196 patients who visiting the same dental services organization more than two times of ten dental clinics at Kyeongsangnam-do area using self-administered questionnaire. Major results of the empirical analysis are as follows: First, patient satisfaction, repeat-use intention, and inducement intention were significantly correlated with gender, age, economic conditions among patients of dental clinics. Second, kindness of hygienist, treatment results, kindness of receptionist, waiting time, emergency medical services, and right-fee for services were found to have significant influence on dental services organizations. These research findings suggest that improvement of service quality in dental care and advancement in treatment ability of dentist and hygienist are very important to improve patient satisfaction and patient-oriented service system in dental services organizations.

• Journal of Korean Academy of Nursing
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• v.31 no.1
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• pp.68-80
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• 2001

The purpose of this study is to analyze ER patient's Triage and other statistical data. The subjects were 12,618 patients who visited the ER during the year 1998. The study showed the following results; 1. The male vs female ratio was 1.3 : 1.0, the male were in the majority (56.6%), and the age range of 20-29 old was the majority (15.3). The patients who visited ER at 8-10 pm were the majority (11.5%). On Sunday the number of patients who visited the ER were 2,189, and the majority were 17.4%. On Saturday the number of patients was visited the ER were 1,944 patients the second majority (15.4%). Their traffic means : the general passenger cars (75.5%), 119 or hospital ambulance (11.3%). 2.The reasons of visiting ER were : diseases (59.2%), injuries (23.7%). The disease vs injury ratio was 100 : 69. 3. Triage : urgent 40.7%, non-urgent 38.2%, acute 17.8%, and critical 3.2%. 4. The time of waiting and staying in the ER by the Triaget: the average time was 572 minutes (9.53 hrs.). The majority of critical patients (20.5%), acute patients (24.7%) and urgent patients (21.2%) stayed 12-24 hrs., but the majority of non-emergent (27.8%) stayed not longer than one hour. 5. Treatments by the Triage : the 42.9% of critical patients, and 61.3% of acute patients, 57.5% of urgent patients were admitted. But 91.8% of the non-emergents were discharged and 4.7% was admitted. Mortality of total ER visiter were 1.7%. DAA portion was 0.86%. 26.6% of the critical patients were DAA. DAA vs DOA ratio was 1.3 : 1.0. 6. Visiting time, monthly and seasonal distribution by the Triage : the majority of critical patients (12.2%), visited 10-12 am. The majority of acute (12.9%) and urgent (11.7%) visited 4-6 pm, but the majority of non-emergents (15.1%) visited during 8-10 pm. Autumn visiter were the majority (27.6%). The percentage of non-emergent visited in Spring was 41.4% and Autumn was 41.3%. The percentage of urgents who visited in the Summer was 45.3% and the Winter was 40.4%. By clinical departments: the 48.0% of critical patients was NS. The 45.5% of acute and the 33.6% of urgent patients were IM. But the majority of non-emergent patients was PS (21.2%), and the second majority of non-emergent patients was oral Surgery (12.8%).

• Journal of Korean Academy of Fundamentals of Nursing
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• v.13 no.1
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• pp.68-75
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• 2006

Purpose: This study was carried out to obtain basic data for developing effective pain management by identifying the positive and negative determinants for pain management in both cancer patients and their nurses. Method: The participants were 85 cancer patients and 78 nurses at C university hospital in Seoul. Data were collected from December 2004 to March 2005 using structured questionnaires. Results: The level of pain peaked at 5.02 when going into the hospital, and was then lowered to 2.08. The waiting time for analgesics was less than 30 minutes in 81.1% of the patients and for 68.2% answered that they reported their pain when the pain was no more endurable. Just over eighty percent (80.6%) of the patients were satisfied with the pain management. Only 10.3% of the nurses used a standardized tool for assessing patients, pain and 64.1% gave analgesics whenever patients complained of pain, while 19.2% did not when patients complained too frequently. Nurses who were unsatisfied with pain management accounted for 85.4% of the participants. Patients showed higher levels of barriers to pain management than nurses. Conclusion: There is a need to give cancer patients and nurses appropriate information on effective cancer pain management.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.11 no.2
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• pp.727-732
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• 2010

This study was attempted to identify the factors relating to the medical service satisfaction on the patients utilizing a day-case surgery center in Korea. A questionnaire survey was conducted to patients were utilizing a day-surgery center, independently operated by one general hospital from January 13 to February 13, 2009. The results of this study can be summarized as follows. First, in the characteristic related with health and medical situations, day-surgery patients had little experience with surgery or hospitalizing and much interest in their health. Secondly, there were significant differences in regard to the quality of medical service for surgery waiting time and surgery time(p<0.05). Thirdly, multiple regression analysis revealed that age and level of education affected patients perception of day surgery(p<0.05). In conclusion, in order to increase the rate of day-surgery, it is necessary to give information about the advantages of day-surgery center and preoperative education.

• Journal of Korean Public Health Nursing
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• v.29 no.3
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• pp.582-593
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• 2015

Purpose: This study was conducted to examine the effectiveness of a self-management program on patients with thyroid cancer, particularly during the time of waiting for surgery after cancer diagnosis. Psychological distress, biological responses of immune cell counts, and quality of life were the variables of this study. Methods: One group pre-post test design was used with the nature of a pilot study. Ten newly diagnosed thyroid cancer patients were recruited through physicians' referrals. After drop out of 4 participants, final data were collected from six participants. Small group technique, a one and half hour-session per week for one month (total 4 sessions, 6 hours) was used. Relaxation techniques, meditation training, and strategies to reduce distress were provided by researchers. Standardized questionnaires and an established bio-assay were used for collection of data. Results: Participants showed significant lowering of psychological distress (p<.05) and improvement in global quality of life (p<.05). Biological responses of immune cell counts did not show statistical significance. Conclusion: The self-management program may reduce psychological distress and improve quality of life of patients with thyroid cancer between the time of diagnosis and surgery. The self-management program would be a valuable approach for patients with an unexpected cancer diagnosis to prepare for their disease experience in a community setting.

• The Journal of Korean Physical Therapy
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• v.9 no.1
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• pp.37-50
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• 1997

Low back Pain(LBP) is a common problem, and the resulting disability frequently contains nonorganic, psycho-logical and social elements that are difficult for the physical therapists to manage. The physical therapist-patient relationship is the most important factors in the management of low back pain as chronic disease. The purpose of this study was to evaluate and to identify factors that had influenced low, back pain patients satisfaction with physical therapist The subjects of this study were 223 out-patients(116 males and 107 females) who had been visited to physical therapy room of medical institutions in Seoul and Uijgngbu city. They were examined by the questionaire of Dimatteo and Hays which was amended to serve the purpose of this study by author. The collected data was analyzed by ANOVA according to the purpose of this study. There was no difference with statistic value in LBP patient's satisfaction according to occupation, sex, schooling, religion, marital status, medical security, duration of disease, the tine required, recurrence, but was a difference according to age, income, period of treatment, cost, diagnosis, waiting time, the number of physical therpy's sort, sex ane age of physical therapists (p<.05). LBP patients was satisfied with physical therapist's communicative behavior, but was dissatisfied with physical therapist's competence.

• 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.

• Korea Journal of Hospital Management
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• v.3 no.1
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• pp.165-191
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• 1998

The objectives of this research are 1) to identify different motivation of choice for each National University hospitals 2) to examine the factors influencing the patients' satisfaction, 3) and to investigate that the patients' satisfaction effects the hospital re-choice and recommendation on seven National University's hospitals. The data for this analysis were collected by questionnaire survey. Totally 852 interviews were conducted. The major statistical methods used for the analysis are paired t-test, factor analysis, x2-test, and multiple regression. We find that satisfaction level is a function of not only the quality of medical service but also non-medical service. The main results of research are follows: 1) The most important factor of hospital choices is 'the trust and fame as National University hospitals'; 2) Overall satisfaction of inpatients is turned to be influenced by the doctor's services, nurse's services, environment, and convenience. And overall satisfaction of outpatients is also found to be influenced by the waiting time for lab test; 3) Highly satisfied patients preferred to revisit and to recommend to others.