• Design Convergence Study
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• v.14 no.2
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• pp.17-32
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• 2015

The perspectives of customers and providers as for the services have the same objective; however, perspectives and objective are distinctly different. But the existing methodologies have mostly pondered only based on the customer-centric perspective or separately from the perspective of providers. It would be necessary to take these two perspectives as a whole by combining them into one perspective since they not only have differences but also common points. Therefore, in this study suggested the System Journey Map in terms of internal staff based on the customer's task in service. System Journey Map is consists of four parts : a customer journey map, thus the performance of internal staff, internal staff satisfaction evaluation, and finally the performance of internal staff assessment of the senior staff. After releasing a service, with customers and internal staff made a point of contact to identify specific behavioral patterns and whether any part of the problem so that this toolkit gives us an expectation to be a useful map, which is the intangible being placed in service, not just visualize and understand for identifying problems.

• Journal of Korean Academy of Nursing Administration
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• v.4 no.1
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• pp.73-88
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• 1998

The management of nursing resource is very important. that is because nursing staff accounts for 30-40% of total staff in a hospital and nurses provide patoents with attentive service for hours daily. The continuous turnover of nursing staff. however, impedes the quality-oriented nursing care, which will consequently leads to the loss of human and material resource in competitive society. This study aimed to calculate nurse's activity and compare the activity amount based on career experience. Futhermore it aimed to find factors which would influence 'quality weighed direct nursing activity amount'. Questionnaires and check lists for this study were distributed to nurses in a suburban hospital outside of Seoul from October 20 to November 14. 1997. The nursing activities were calculated according to professionality. independency and working hour. And then it were accumulated by quality score. The collected data was analyzed by statistical methods as t-test, ANOVA, correlation, multiple regression. The results of this study were as follows ; Firstly, carrel' experience had no influence on the quality weighed nursing activity amount. But the quality level of service of skilled nurses was higher than that of new nurses. Secondly, career was a variable affecting the quality in nursing service. So career was positively related to the quality of nursing care. Patient's disease severity and number of patient were positively correlated with weighed nursing activity amount. But job satisfaction was negatively correlated v:ith the amount. Thirdly, the independent variables which had significant influence on the weighed nursing activity amount were disease severity and the number of patients, The severity score and number of patient were directly proportional to the weighed nursing activity amount. This results indicated· that weighed nursing activity amount was influenced by the number of patient and patient's disease severity. The quality score of nursing services for experienced members is higher than that of new staff. But both new and skilled staff showed no difference in the quality weighed nursing activity amount. Internal and. external environment influences nursing activities. The quality of nursing services is very important factor in nursing activity. Therefore nursing managers should make an effort to improve nursing care quality through continuous research. Also they should try to maintain experience nurses and assign nursing staff appropriately with patient's severity and other relevant factors being considered. The quality-improved nursing care in the hospital will strengthen hospital's competitiveness.

• Quality Improvement in Health Care
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• v.19 no.2
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• pp.80-88
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• 2013

Objectives: With the increase in the number of people who are marginalized in receiving medical services, the role of Seoul National University Hospital as a public hospital is being emphasized. However, many patients are either experiencing delays in receiving medical services or simply being left out as a result of the inaccessibility to the department of social work on part of both the patients and the medical staff. Methods: In order to increase consultation from other departments and the accessibility to the department of social work for the socially marginalized group through early consultation from other departments, the following steps were taken. First, an orientation program for novice medical residents led by clinical social worker was introduced/implemented. Second, posters and brochures on various financial aids programs were produced and distributed. Third, a system of early screening was built/constructed, and once a week rounds and early screening meeting were executed/carried out. Result: The department of social work's rate of consultation from other departments increased by 4.4% compared to last year, while it showed 61% increase for those wards that had an early screening meeting. In addition, the average time of consultation from other departments was reduced by 3.1 days, securing sufficient amount of time for clinical social work services, both in terms of quality and quantity. Conclusion: It is believed that the various promotional activities, along with the strengthening of accessibility to clinical social work services and early consultation on part of social disadvantaged/marginalized group, would undoubtedly help provide quality services to patients and increase their level of satisfaction. In this way, the wards can effectively reduce the number of unnecessary hospital stay days while the hospital can prevent the accumulation of outstanding bills/fees as well as contribute to the publicness of hospitals. The promotion of clinical social work programs in various ways are crucial to ensuring the satisfaction of patients and hospital staff.

• Health Policy and Management
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• v.19 no.4
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• pp.78-97
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• 2009

This study examined the factors related to family caregiver satisfaction with institutional care services for beneficiaries under the Public Long-Term Care Insurance(PLTCI) system. Determining what contributes to family caregiver satisfaction is a critical step toward implementing effective quality improvement strategies. A national cross-sectional descriptive survey was conducted from November to December 2008, using proportionate quota sampling based on the location and level of Long-Term Care of the beneficiaries. Total 1,745 family caregivers wrote informed consents and 733 (response rate 42%) completed questionnaires, which included caregiver characteristics, organizational resources, primary objective and subjective stressors, perceived quality of services, and family caregiver satisfaction. Family caregivers were satisfied overall with institutional care. In multiple regression analysis, there was a statistically significant difference in degree of family caregiver satisfaction according to caregiver characteristics(relationship to beneficiary), primary objective stressors (insurance type of beneficiary), perceived quality of services(respect to family caregivers' idea, ADL support, expertness of staff, careful concern of staff, fulfillment of client's requests, and safety of institution's environment). In public long-term care, satisfaction efforts are in an early stage of development. This study is meaningful as the first attempt to measure family caregiver satisfaction with institutional care for beneficiaries under the PLTCI system, and to identify factors affecting the satisfaction. Among the identified factors, the policy makers, the insurer, and the providers need to pay attention to perceived quality of services, in particular, to improve customer satisfaction. Our findings can provide quality care improvement initiatives in the public long-term care setting.

• Korea Journal of Hospital Management
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• v.6 no.3
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• pp.130-147
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• 2001

This study is about major symptoms of elderly and medical services for elderly in long-tenn care facilities. The subject of this study was 298 patients over 00 years old staying in two geriatric hospitals and two nursing homes. The symptoms and medical services were level of patient classification from RUG(Resource Utilization Group)-III which is applied for both Medicare and Medicaid for skilled nursing facilities reimbursement system in US and designed for measuring patient characteristics and medical staff time. This classification is explained by each patient resource(staff time) utilization level which is called CMI(Case-Mix Index). In this study, the symptoms and services were compared by facility type and they were categorized by level and compared by CMI. Major findings are as follows; 1. There were more elderly who have cognitive function problems in nursing homes than patients in geriatric hospitals. There were more patients with behavioral problems in geriatric hospitals than residents in nursing homes. These results were both statistically significant. 2. The patients in geriatric hospitals received significantly more nursing rehabilitation services, rehabilitation services and extensive services than residents in nursing homes. Other hands, special care services were provided significantly more to residents in nursing homes than elderly in geriatric hospitals. 3. ADL and depression variables had higher CMI when the symptoms were heavier condition. The CMI were not matched with levels of cognitive function problems and behavioral problems. 4. The CMI matched well significantly with levels of nursing rehabilitation services, special care services, and clinically complex services provided for the patient in geriatric hospitals and only nursing rehabilitation services in nursing homes. The CMI for rehabilitation services level and extensive services had regular trends. From the result of this study, the resource utilization level and services provided for elderly in each long-term care facilities were figured out. For the further study, it needs to have more concern about RUG-ill which classification variables were just analyzed.

• Proceedings of the KSRS Conference
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• 2002.10a
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• pp.854-859
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• 2002

Location Based Services, or LBS refers to value-added service by processing information utilizing mobile user location. With the rapidly increasing wireless internet subscribers and world LBS market, the various location based applications are introduced such as buddy finder, proximity and security services. As the killer application of the wireless internet, the LBS has preconsidered technology about location determination technology, LBS middleware server for various application, and diverse contents processing technology. This paper describes the open architecture for LBS platform ensuring interoperability among the wireless networks and various location-based application services and the functional requirements for the LBS platform. The LBS platform in a narrow sense provides a standard interfaces for location management and network management for location services as follows, positioning (location acquisition through network or/and handset), location managing, location based functions, profile management, authentication and security, location based billing, information roaming between carriers and the system monitoring independent to specific network or ISP/CPs(Content Providers).

• Journal of Convergence for Information Technology
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• v.9 no.3
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• pp.140-145
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• 2019

With the development of IT technology, many changes are taking place in the health service environment over the past. However, even if medical technology is converged with IT technology, the problem of medical costs and management of health services are still one of the things that needs to be addressed. In this paper, we propose a model for hospitals that have established the IoT system to efficiently analyze and manage the personal information of users who receive medical services. The proposed model aims to efficiently check and manage users' medical information through an in-house IoT system. The proposed model can be used in a variety of heterogeneous cloud environments, and users' medical information can be managed efficiently and quickly without additional human and physical resources. In particular, because users' medical information collected in the proposed model is stored on servers through the IoT gateway, medical staff can analyze users' medical information accurately regardless of time and place. As a result of performance evaluation, the proposed model achieved 19.6% improvement in the efficiency of health care services for occupational health care staff over traditional medical system models that did not use the IoT system, and 22.1% improvement in post-health care for users who received medical services. In addition, the burden on medical staff was 17.6 percent lower on average than the existing medical system models.

• Journal of Korean Library and Information Science Society
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• v.30 no.1
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• pp.171-192
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• 1999

Unlike the past, university libraries are able to provide specialized and differentiated information services due to the advent of information technology and telecommunication. Such services are essential not only to the primary users, such as professors and students in the universities, but also to the external users including corporations, researchers, and the general public. Now, university libraries as a means of resource sharing with communities should develop the services to play a role as a research and information center and expand such services to outside users who need the information services. Accordingly financial support is a necessity to provide the services, thereby fee-based information services are one of the devices for solving the financial burden and controlling outside users. This paper tries to present a program for fee-based information services which are able to be implemented by university libraries. Also the papers deals with the present conditions of fee-based information services provided by university libraries briefly and the goals of the program; coverage of subjects and types of materials for the program; organizations and staff; types of fee-based information services; management methods of program.

• Journal of the Korean Society for Library and Information Science
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• v.38 no.3
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• pp.23-43
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• 2004

The purpose of the present study Is to suggest strategies for Improving cultural services provided by public libraries. First of all. it reviews missions of public Itbraries as well as meanings of these services for both the libraries and the communities they serve. It also reviews the current status of cultural services with the example of Kyonggi-Do. finally, five strategies for Improving cultural services are presented' differentiating library services from those provided by other types of cultural institutions such as museums and performing centers, as well as specifying the services In response to characteristics of the community they belong; utilizing community analysis and National Cultural Enjoyment Survey data; establishing national and regional support system; creating and Implementing library staff development programs in regards of cultural services; and finally, adopting marketing techniques in designing library cultural services.

• Korea Journal of Hospital Management
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• v.10 no.4
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• pp.23-50
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• 2005

The main objectives of this study are to compare the regional differences and to analyse the affecting factors of customer satisfaction. The subjects are 9 hospitals(5 Daegu region, 4 Seoul region) patient satisfaction index that were surveyed the 2004 Hospital Accreditation Program performed by KHIDI(Korea Health Industry Development Institute) and MOHW(Ministry of Health and Welfare). The sample used in this study consisted of 450 inpatients and 454 outpatients. The survey instrument is composed of physical environment items, physician factors, nursing staff factors, ancillary staff factors, administrative procedure items, and quality of hospital stay items. And overall satisfaction, intent to revisit, and intent to recommend as dependent variables are measured. Basically, the reliability and validity of survey items was evaluated. And the T-test was performed to compare regional differences of customer satisfaction. Finally to analyse the affecting factors on overall satisfaction, and customer loyalty(intent to revisit and intent to recommend), the multiple regression analysis was used. This study shows firstly, the Daegu region's patient satisfaction level of inpatients and outpatients is lower than Seoul region. Especially, nursing staff factors and quality of hospital stay items are very low on inpatient's satisfaction. Also all independent variables except the sufficiency of goods in hospital stand are very low on outpatient's satisfaction. Secondly, as a result of multiple regression analysis, ancillary staff factors(Beta=0.281) have a significant effect on overall satisfaction of inpatient cases in Daegu region. In regard to intent to revisit and intent to recommend, physical environment factors have a significant effect. Thirdly, in Seoul region, physical environment factors(Beta=0.430) have a significant effect on overall satisfaction of inpatient cases. In regard to intent to revisit and intent to recommend, administrative procedure items and nursing staff factors have a significant effect, respectively. In conclusion, these results indicate that hospitals in Daegu region make an effort to improve the customer satisfaction level, especially, of physical environment factors on inpatients and administrative procedure factors on outpatients