• 보건행정학회지
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• 제16권1호
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• pp.117-139
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• 2006

The role of medical service quality to provide patients enhances influence on the hospital performance under being severe competition among the large size hospitals and increasing the right of patients. When a large hospital perceived factors of quality that a customer expects and feels value of care and it invests its resources to improve the factors of quality, it can get successful performances. Therefore, the purpose of the study explores the factors of quality affecting the trust of care and the patient satisfaction, and tests relationship among the trust of care, patient satisfaction and revisit intention. When considering the factors, a large size hospital can increase the trust of care and the patient satisfaction, through this process the hospital can assure patients' revisit and increase its revenue. This study uses interview data on outpatients visiting clinics in about 1000 beds sized training hospital located in Seoul. This study uses casual relationship model for the analysis. This study finds that 1) the trust of care and the procedure of care significantly influence the value of care felt by patients, 2) the trust of care, quality of doctors' care, procedure of care significantly influence the patient satisfaction, 3) the trust of care increases the patient satisfaction, and 4) the value of care and the patient satisfaction increase revisit intention.

• 보건교육건강증진학회지
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• 제22권1호
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• pp.147-160
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• 2005

The purpose of this study is to identify the nature of the patient service quality of health center, and based on that, to examine the relationship of health center visitor's perceived quality and overall satisfaction. Data were collected on the basis of 'the 3rd Regional Health Care Planning' operated by Rural Health Care Service Technology Aid Task-force Team(RHCSTAT), Ministry of Health and Welfare. Basically, the Manual of 3rd Regional Health Care Planning is composed of structure, process, and outcome measurement indicators. Of these indicators, 21 patient satisfaction questions as outcome indicators are used in this study. The samples are 3,530 patients who visited 80 health centers all of the nation. First, the reliability and validity of patient service quality items was evaluated. Second, the descriptive statistics of health service quality are calculated. Third, through the T-test and ANOVA, the differences of patient satisfaction by responder's general characteristics are compared. In final, to explore the relationship of service quality and overall satisfaction, multiple regression analysis was used. This study shows firstly, the dimension of patient service quality was categorized into 3 dimensions, that is, facilities and environment, staff kindness, and access convenience. Secondly, the reliability and validity of patient service quality items was satisfied. Thirdly, the mean score of staff kindness factors are high in contrast to the facilities and environment. And in regard to the overall satisfaction, the mean score is more higher in Daegu region, County type health center, male group, and upper 65 age group than comparison groups. Lastly, as a result of multiple regression analysis, the effect of patient's perceived service quality, especially, appropriateness of billing time(Beta=0.190) and of reservation time(Beta=0.132) are statistically significant(P<0.01). In conclusion, to satisfy the health need of community people and improve the service quality of the health center, the efforts for the access convenience might be needed. Additionally, the enlargement on health center space and supply of new medical equipment is urgent for the patient satisfaction.

• 의학교육논단
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• 제25권3호
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• pp.273-284
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• 2023

According to the World Health Organization, for medical schools to fulfill their obligation of social accountability, it is necessary for medical education, research, and service areas to ref lect the healthcare system's relevance, quality, cost-effectiveness, and equity. This study utilized Boelen and Heck's (1995) social accountability grid model to analyze the degree to which the Accreditation Standards of Korean Institute of Medical Education and Evaluation 2019 (ASK2019) standards apply the World Federation for Medical Education's (WFME) standards. The social accountability characteristics of the former were compared to those of the WFME, the Liaison Committee on Medical Education, and the Australian Medical Council. Experts with experience and certification in medical education and evaluation classified the ASK2019 standards according to the grid model, evaluated social accountability perspectives, and categorized them according to the process, content, and outcome. Of the 92 standards, 61 (66.30%) were selected as social accountability standards; these encompassed all areas. There was a particular focus on outcome-related areas, such as "mission and outcomes," "student assessment," "educational evaluation," and "continuous improvement." Education and quality were the most common (33, 54.11%), followed by 18 standards related to education and relevance. However, the standards on cost effectiveness and equity corresponding to education, research, and service were significantly insufficient. As a result of classification using a logic model, many criteria were incorporated into the process, producing results similar to those of international accreditation institutions. Therefore, to fulfill medical schools' social accountability, it is necessary to develop cost effectiveness and equity standards with reference to grid models and expand them beyond education to include research and service areas. Developing content and outcome standards is also required.

• 간호행정학회지
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• 제9권2호
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• pp.251-264
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• 2003

Purpose : The expectations are defined as desired expectations in initial SERVQUAL scale(1985, 1988), but in modified SERVQUAL scale(1991), are defined as a feasible ideal point expectations. In assessment of nursing service quality by SERVQUAL scale, the definitions of expectations is important problem. The purpose of this study was to compare the feasible ideal point expectations with the desired expectations in assessment of nursing service quality using SERVQUAL scale. Methods : The subjects were 256 inpatients at 4 general hospitals in Jeju-do(123 for feasible ideal point and 133 for desired). The data were collected by two types of self-reporting questionnaires to measure the feasible ideal point and desired expectations. For data analysis, t-test, multiple regression, and comparative analysis of multiple Rs via Fishers Z transformation. Results : Compared with the SERVQUAL scores, the feasible ideal point expectations better explained the variations of the overall consumer satisfaction($R^2$=O.33) than the desired($R^2$=O.25). Conclusion : The feasible ideal point expectations were more suitable to the assessment of nursing service quality using SERVQUAL scale. It will be need to explore the conceptual definitions of expectations using SERVQUAL scale in different settings. Also, further study needs to be conducted to compare alternative service quality measurement scales.

• 한국정보컨버전스학회논문지
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• 제7권2호
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• pp.1-5
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• 2014

본 연구에서는 스마트폰 특성과 서비스 품질이 몰입에 미치는 영향을 분석하고, 편리성, 오락성, 편재성으로 구성된 스마트폰 특성과, 상호작용성, 개인화로 구성된 서비스 품질이 정서적 몰입 및 규범적 몰입에 유의한 영향을 미치는 가를 검증하였다. 실증분석결과 스마트폰 특성 중 오락성은 정서적 몰입 및 규범적 몰입에 모두 유의한 영향을 미치고 있으며, 편재성은 규범적 몰입에 유의한 영향을 미치고 있다. 서비스 품질 중 개인화는 정서적 몰입 및 규범적 몰입에 유의한 영향을 미치는 것으로 분석되었다. 이는 스마트폰 특성 중 오락성과 서비스 품질 중 개인화 기능을 강조하면, 정서적으로 규범적으로 몰입을 증가시킬 수 있음을 알 수 있다.

• 한국응급구조학회지
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• 제24권3호
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• pp.129-140
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• 2020

Purpose: This descriptive correlational study investigated the effects of post-traumatic stress and compassion competence on the quality of life of 119 Emergency medical technicians(EMTs). Methods: The data of 119 EMTs were collected between May 1 and September 30, 2020. Data analysis was performed using descriptive statistics, t-test, ANOVA, Pearson's correlation coefficient, and hierarchical multiple regression with SPSS 24.0 program. Results: Post-traumatic stress was seen to be negatively correlated with the quality of life (r=-.456, p<.001) and compassion competence was positively correlated with quality of life (r=.250, p=.006). Participants' subjective health status (β=0.30, p<.001), post-traumatic stress (β=-0.39, p=.001) and compassion competence (β=0.29, p<.001) explained 38.5% of variance in the quality of life of the 119 EMTs. Conclusion: These findings indicate that post-traumatic stress and compassion competence are important factors to improve the quality of life of EMTs. Therefore, systematic programs for reducing post-traumatic stress and enhancing compassion competence levels should be developed.

• 한국의료질향상학회지
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• 제9권2호
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• pp.134-147
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• 2002

Background : As an empirical study, current research about the quality of social services carried out in general and teaching hospitals across the country. In the flux of health care reforms and market transformation, the quality of social services in the hospital becomes increasingly significant. Methods : A sample of total 80 hospitals, including general hospitals with one social worker at least and single-department hospital with two social workers or more, were identified nationwide through the registry of Korean Association of Medical Social Workers and Korean Association of Hospitals. The subjects of this survey were 80 leaders of social service units. The survey data from each subjects were measured to evaluate level of quality that service provider perceived of sample hospitals. Under the method of one-way ANOVA and multiple regression, the level of quality in social work service was analyzed. Results : The major findings were as following ; First, the level of quality perceived showed less score, especially the lowest was the score of quality of outcome. Second, the key variables of each hospital which turned out significantly different in quality of social work service were the departmental form of social work unit, unit leader's age, educational level, field experience, and job rank. Third, the level of quality of social work service correlated positively with the field experience of unit leader, the size of social work unit, the job rank of the unit leader. Conclusion : The most influential variables to the quality of social work service proved departmental form of social work unit, leader of social work unit. Therefore, to assure the proper level of quality, social work unit in hospital must be structured single, independent department in which entitled social worker is supposed to supervise and manage. And a leadership-development program for leaders in social work unit are strongly recommended.

• 품질경영학회지
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• 제37권3호
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• pp.123-139
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• 2009

This study examines the relative efficiency of 34 local public medical centers in Korea. In order to concretely grasp the causes of inefficiency and suggest improvement solutions, the desirable set point was established based on the actual value which needs to be improved. As a result of analysis, we determined that output must be increased while input is held constant in order to improve effectiveness through the actual value and set point. Efficiency cannot be achieved if input is augmented solely to increase output. Also, to increase output, the medical centers need to improve their quality without increasing any input for customer visits and hospitalizations. Further, in order to strategically promote effectiveness and efficiency of local public medical centers, these medical centers must focus on input resource and patient interchange through the mutual cooperation with local private hospitals and university medical centers.

• 한국병원경영학회지
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• 제18권4호
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• pp.1-17
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• 2013

This research tried to understand the expectation and experience level of the medical service among the foreign patients who visit South Korea for a medical tourism, and to find out the effect of expectation and experience level on the satisfaction of medical service. Data collection was done through conducting a survey of inpatients in 4 hospitals located in Seoul, Korea. Total 110 cases were used for analysis. According to the study, expectation level had a significant difference between the group exposed to a word-of-mouth and the group not exposed to the word-of-mouth. The difference analysis of expectation and experience level of the foreign patients showed that all components of the service quality were satisfied. The component of perceived reliability was the only factor influencing the foreign patients' overall satisfaction on the medical service. The findings of this study will be provided a basic data for the marketing strategy which can apply to the satisfaction strategy differentiated from other countries.

• 한국병원경영학회지
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• 제26권2호
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• pp.27-42
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• 2021

This study investigated the differences in patient experience by arrangement type of medical tourism facilitators(MTF) from the pre-visit to visit stages. Specifically, patient experiences from each stage with different service providers (MTFs and medical institutions) were measured: provision of information and respect for patient preferences as pre-visit experiences with the facilitators, communication and concierge services as visit experiences with the facilitators, and medical services as medical institution experiences. The scale to measure foreign patients' experiences was modified from the 'Picker in-patient questionnaire(PPE)' and the 'Picker patient experience questionnaire(PPE-15)'. Quantitative data were collected by conducting a self-administered questionnaire on 173 patients from China, Russia, Mongolia, and Kazakhstan. Qualitative data were collected by conducting in-depth interviews with 9 patients and 9 service providers. The data were collected between January and October in 2019. Quantitative data was analyzed by SPSS 25 for Chi-squared test and ANOVA, and qualitative data were analyzed based on keywords. The main results are as follows. When foreign patients used only overseas MTFs, they had a relatively positive patient experience in respect of receiving pre-visit information(F=7.47, p<.01) and respect for patient preferences(F=3.11, p<.05). Looking at both domestic and overseas facilitators during the visit, the patient experience was relatively negative for communication(F=3.75, p<.05). Regarding medical institutions, patients had a relatively negative patient experience with regards to medical services when they used both domestic and overseas facilitators(F=6.49, p<.01). The implications of this study are as follows. Patients should have a seamless and high-quality experience regardless of the facilitator arrangement type. This can be prepared through service standardization for the service providers. It would be also necessary to consider each other's features and problems at the institutional level and to improve service coordination by having service providers periodically communicate with each other.