• 보건행정학회지
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• 제22권2호
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• pp.183-206
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• 2012

Changing social conditions have resulted in a situation where elderly patients are no longer cared for by family and where medical care hospitals play a more prominent role. In this study, the unique elements of the medical service required from a long term care hospital were identified using conventional and exploratory analysis, and the causal relationship between medical service quality, relationship quality, and Revist intent was confirmed. The intermediary role and the quantitative importance of relationship quality (including trust and commitment) were also characterized. This study identifies the key points and indicators that the administrators of a long term care hospital can use to effectively plan their medical service offering in order to secure the commitment of customers through relationship quality. The theoretical indications of this study are set out below. First, four factors are selected as being the key elements determining service quality: medics, administrative service, healthcare environment, and subsidiary facilities. Second, it seems that medics, administration service, and the healthcare environment have some effect on the evaluations made in relation to trust and satisfaction (subsidiary facilities are not considered to be a key element). Third, patient satisfaction has a positive impact on trust and commitment and can be regarded as a key element for establishing connections. Fourth, commitment is likely to be strengthened when trust is significant. Fifth, as trust and commitment increase, revist intent strengthens. Lastly, this study illustrates how the levels of trust and commitment play a modulating role between patient satisfaction and revist intention. There are many practical indications from the findings of this study. First, the influences of medics, the administrative service, and the healthcare environment on trust and satisfaction vary. Especially, the healthcare environment is likely to be more important than medics. Accordingly, it is essential to establish an elderly-friendly environment, to improve a hospital's structure, and to maintain a clean environment. Second, medics must show compassion to their patients and be patient when providing explanations to elderly patients who often lack powers of concentration. Third, in order to establish patient trust, it is essential that medics provide an excellent medical service. Ultimately, these elements of relationship quality may strengthen the revist intention of elderly patients.

• 융합정보논문지
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• 제11권2호
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• pp.163-172
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• 2021

이 연구의 목적은 노인의료복지시설 종사자들의 근무환경과 관리자 신뢰, 그리고 서비스 질과의 구조적 관계를 분석하기 위하여 연구 모델을 설정하고 이를 규명하는데 있다. 그 결과 첫째, 노인의료복지시설 종사자들의 근무환경과 서비스 질 간에 유의한 인과관계가 있는 것으로 나타났다. 둘째, 노인의료복지시설 종사자들의 근무환경과 관리자 신뢰는 유의한 인과관계가 있는 것으로 나타났다. 따라서 노인의료복지시설의 목표 달성과 서비스 질 향상을 위해서는 구성원들의 근무환경 조성과 신뢰관계 형성이 선행적으로 이루어져야 할 것이다. 아울러 노인의료복지시설 종사자들의 역량 함양과 질 높은 서비스를 제공하기 위해서 관리자들은 구성원들의 개인 특성을 이해하고, 역할에 따른 임무를 부여하기 위하여 정확한 업무 분장과 인사관리가 필요 할 것이다.

• 한국산업정보학회논문지
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• 제25권6호
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• pp.69-84
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• 2020

본 연구는 ISO18091:2019 을 기반으로 행정안전부에서 개발한 공공서비스 품질관리 프레임워크를 의료기관의 COVID-19 대응 시스템에 적용하고 이를 통하여 관련 의료서비스 품질 개선을 위한 방안을 마련하기 위하여 수행되었다. 2020년에 초에 발생한 COVID-19 사태는 전 세계를 강타하고 있으며 2020년 11월 현시점까지 해결되고 있지 않은 중대한 사건이라고 할 수 있다. 한편, 우리나라의 의료기관들은 신속한 확진자 검사 및 철저한 격리를 통하여 COVID-19 바이러스의 전파를 막는 데 좋은 성과를 내고 있다. 그 결과로 소위 K-방역은 전 세계로부터 긍정적 명성을 얻고 있다. 본 연구에서는 공공서비스 품질관리 프레임워크를 기반으로 작성된 품질관리 체크리스트를 적용하여 국내 의료기관의 COVID-19 대응 관련 현황을 점검 및 평가하였다. 3개의 의료기관과의 인터뷰를 수행하였으며, 이를 바탕으로 7가지의 범주에 대한 현황을 분석할 수 있었다. 또한, COVID-19사태의 장기화에 대비한 관련 의료서비스 품질을 위한 개선점도 제안하였다.

• 대한지역사회영양학회지
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• 제8권3호
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• pp.319-326
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• 2003

The purposes of this study were: a) to develop the a quality measurement tool for the contract-managed hospital foodservice, and b) to evaluate their performance with the developed quality measurement tool, and c) to verify the reliability and validity of the quality measurement tool. The developed quality measurement tool comprised two parts, which were foodservice management and medical nutrition care service. The foodservice management part was classified into six functional categories which were Menu, Procurement and Storage, Production and Distribution, Facility and Utility, Sanitation and Safety, and Management and Evaluation. The medical nutrition care service part indicated the medical nutrition care provided. Quality measurement tool had 91 standards and 324 indicators. The quality measurement tools were distributed to the hospital foodservice manager employed by the foodservice company. The 324 indicators were measured by foodservice manager on the 5-Likert-type scales, and then adapted to a 100 point scale. The SPSS Ver. 11.0 was used for statistical analysis. The categories whose scores were evaluated as being high were Procurement', General Sanitation', Personal sanitation' and Waste' and the categories whose scores were evaluated as being low were Diet Order Manual', Standard Recipe', Appropriateness (Facility and Utility)', Check (Facility and Utility)'and Information Management'. All the categories of medical nutrition service were evaluated as having seriously low scores. Therefore, it was necessary for the contract-managed hospital foodservice to improve its performance in the area of medical nutrition care service. For the verification of the developed quality measurement tool, the reliability obtained by calculating Cronbach's α was 0.8747, and the content validity was also proved by scrutiny of the modification of the Professional group's techniques. (Korean J Community Nutrition 8(3) : 319∼326, 2003)

• 한국병원경영학회지
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• 제16권4호
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• pp.17-34
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• 2011

Recently, medical market has been changing not for the sake of treatment of the disease but for high quality of health. Therefore, South Korea medical tourism service needs to understand and improve for the differences perceptions of medical tourists and health professionals for customer satisfaction. The purpose of this study is to understand the structure of medical tourism market through theoretical consideration and to suggest the factors which need to be taken precedence for improvement of South Korea medical tourism service through analysis differences between consumers and suppliers. To analyze the difference of awareness, we reconstructed the questionnaires focussing on evaluation factors and articles about medical tourists selection attributes and health professionals way to invigoration through previous research and precedence study. After that, we also collected the data based on reconstructed questionnaires. After we compared each collected responses from medical tourists and health professionals, also analyzed the differences of awareness by applying Johari's Window to those differences. In conclusion, there is no relation between medical tourist and health professionals about th differences of awareness in functional quality and cost that is a direct effect to transaction in current medical tourism of South Korea. In contrast, there are differences of awareness between a process which support medical tourism and technical quality. Therefor, we expect to invigorate medical tourism by innovation of supportive process and technical quality.

• 가정∙방문간호학회지
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• 제29권1호
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• pp.40-49
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• 2022

Purpose: This study aimed to analyze the effects of fatigue, resilience, and self-leadership on nursing service quality of local medical center nurses who nursed COVID-19 patients. Methods: The participants were 135 nurses who worked at regional public hospitals located in H-gun, G, and C-city in province C. The collected data were analyzed using descriptive statistics, t-test, analysis of variance (ANOVA), Pearson's correlation coefficients, and stepwise multiple regression using IBM SPSS Statistics version 25. Results: The participants' nursing service quality showed significant positive correlation with resilience (r=.53, p<.001), and self-leadership (r=.60, p<.001). The factors affecting participants' nursing service quality were commitment to self-leadership (β=.57, p<.001) and work position (chief nursing officer) (β=.26, p<.001), which explained 42% of the participants' nursing service quality. Conclusion: During a crisis such as the COVID-19 pandemic, it is necessary to help nurses enhance their self-leadership skills and build their career continuously by developing relevant policies, systems, and nursing intervention programs. Future studies could expand the knowledge base by including more participants to explore other ways to improve nursing service quality during the COVID-19 pandemic.

• 산업진흥연구
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• 제3권2호
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• pp.21-31
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• 2018

본 연구는 간호 간병 통합서비스 품질이 의료서비스 성과에 미치는 영향을 알아보기 위해 가설 검정을 실시했다. 연구 결과는 간호 간병 통합서비스 품질의 반응성, 확신성, 공감성, 계산적 몰입, 신뢰성, 감정적 몰입은 의료서비스 성과의 지각된 성과, 충성도, 지각된 성과, 성과의 충성도와 의료서비스 성과의 지각된 성과는 충성도에 긍정적인 영향은 채택으로 나타났다. 즉, 통합서비스 품질은 의료서비스 역량에 매우 중요함을 검증하였다. 이를 위해서는 간호팀원의 인력확충을 위한 제도적 노력이 우선되어야 하며, 우수한 간호팀원 양성을 위해서 전문적 간호능력 외에도 환자와의 공감을 통해 긍정적 관계 형성을 위한 인성 교육에도 중점을 두어야 할 것이다. 본 연구에서 통합서비스 품질이 의료서비스 성과에 미치는 영향을 검중 하였다는데 연구의 의미를 찾을 수 있다.

• International Journal of Quality Innovation
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• 제10권2호
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• pp.109-126
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• 2009

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano's model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

• 보건의료산업학회지
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• 제2권1호
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• pp.137-154
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• 2008

The increase of the supply of medical service and the increase of hospitals have intensified the competition of hospitals, and the advancement towards internationalization in the opening of medical industry has triggered the infinite competition of medical profession. In addition, the high expectation of customers and quality improvement in the medical care in accordance with the improvement of overall income, and the change of active role of medical consumers according to the popularization and the improvement of rights awareness reflect the customer needs and choice in the medical service. Customers wanted to receive the kind and pleasant service under the up-to-date medical service. Therefore, as a solution, hospital coordinators were emerged for the purpose of smooth treatment and customer satisfaction by generalizing all service of hospital. Accordingly, this thesis attempted to investigate the effect of hospital coordinator education curriculum on the education satisfaction and the quality of medical service. In order to solve the purpose of this study, I, author reviewed the existing literatures, established hypothesis, and verified hypothesis by using the variety of statistics techniques such as reliability, validity, frequency analysis, and regression analysis. The verification of hypothesis is as followings: First, among education training factors of hospital coordinators, the quality of instructor significantly affects the satisfaction of hospital coordinator education training. Second, among training factors of hospital coordinator, the attitude of trainee significantly affects the training satisfaction of hospital coordinator. Third, among education training factors of hospital coordinator, education course significantly affects the training satisfaction of hospital coordinator education. As the qualities of instructor are better equipped, the satisfaction of education becomes higher. It indicates that the education method of instructors is important as an index to represent the qualities of instructor such as the appropriateness of education method, preparation, passion, visual materials, the adequacy of education procession, and specialized knowledge, and it has important effect on the satisfaction of education. In order to enhance the satisfaction of hospital coordinator education, the creation of education environment, making trainee concentrate on the education, is required by appropriately allocating programs, arousing interest in education, based on the attitude of trainee, discussion, and preliminary programs, preparation, ahead of enforcement of education. Fourth, the satisfaction of hospital coordinator education training significantly affects the reliability among the qualities of medical service. Fifth, satisfaction of hospital coordinator education training significantly affects hospitality I kindness among the qualities of medical service. If the education satisfaction of trainee is high, it is effective in the practical application such as dealing with complaints, the duty performance for the patients, and so on in offering the medical service, related to reliability and furthermore, we can find the positive change in the attitude change of medical professions related to the reliability of hospital coordinator. In addition, in the process of offering medical services such as the kind explanation on the duty, rapid response to the customers inquiry, and tidy uniform, practical effect was verified. Sixth, the education training factor of hospital coordinator significantly affects the reliability among the quality of medical service. Seventh, the education training factors of hospital coordinator significantly affect hospitality/kindness. In the education of hospital coordinator, the methods to attract the interest of trainee by emphasizing reliability should be sought and for gaining the practical effect of hospital coordinator education, the sufficient preparation and investigation on the education curriculum should be prerequisite and under this condition, intensified discussion on the instructor and education course is needed. In the design of education course, more education hours and subjects should be allocated in the part of hospitality in order to improve the practical application of hospitality. Therefore, it is meaningful in a sense that this study newly approached the components of hospital coordinator education and the need to modify the quality components of medical service in accordance with the study subjects was raised. This study also finds its meaning in that it provides basic materials for the study of future hospital coordinator education by suggesting the system development model of hospital coordinator education through preliminary study of education training. In addition, this study is meaningful in the aspect that it suggested the direction of education training by showing how the hospital coordinator education training would applied to the hospital coordinator course of the Continuing Education Center at Pusan and Kyungnam National University to some extent. Since all investigation of this study was approached from the side of hospital coordinator, the thoughts of patients who are beneficiaries of medical service, and care givers cannot be identified. Therefore, the satisfaction of patients and care givers through the experience of medical service, which is the essential prerequisite of medical service, should be importantly considered and investigated. Accordingly, The study of comparing and analyzing the views of both patients and care givers should be carried out in the future.

• 한국병원경영학회지
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• 제18권1호
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• pp.18-41
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• 2013

This study was aimed to identify the current status of medical service quality of medical institutes; propose improvements; and find out the impact of medical service quality by its attribute on overall customer satisfaction. The research was conducted on the out-patients and in-patients in a high-level general hospital located in A city. To examine the research, the IPA was utilized to identify the priority requirements for improving the medical service quality. The study also applied an extended theory to the analysis on mismatch between the level of satisfaction and importance recognized by the clients, to examine the impact of the above mentioned factors on the overall satisfaction and intention to revisit and recommend the hospital. For out-patients, the result showed that "hospital hygiene" had a positive and negative impact on the clients' intention to revisit the hospital in priority improvements. In terms of the sustainable improvements, "doctor's skill" had a negative impact on the overall service satisfaction, whereas "state-of-the-art facility" and "nurse's instruction" had a positive impact on the intention to revisit the hospital. In long-term improvements,"complaint remedy" had a positive impact on the intention to recommend the hospital but there were no relevant factors in excessive investment. On the other hand, for in-patients, the result demonstrated that there were no relevant factors in priority improvements and sustainable improvements. The factor of"service procedure speed"had a positive as well as negative impact on the intention to revisit the hospital. In excessive investment,"nurse's empathy"had a positive impact on the intention to recommend the hospital.