• 디자인융복합연구
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• 제14권2호
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• pp.17-32
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• 2015

서비스 안에서 고객과 제공자의 측면은 같은 목표를 가지고 있지만, 관점과 목적은 엄연히 다르다. 하지만 기존에 서비스의 여러 툴킷 및 방법론들은 제공자의 측면과 분리해서 고객 위주의 관점에서만 생각하는 경우가 많다. 이 두 측면은 서로 유기적으로 상호작용을 하고 있기 때문에 분리해서 생각하는 것보다는 하나로 묶어서 전체적으로 생각해 보아야 할 필요성이 있다. 따라서 본 연구는 기존의 고객 여정 맵 관점인 고객의 시간 순서에 따른 태스크를 바탕으로 제공자, 특히 고객과 직접 대면하는 내부 직원 관점에서 서비스를 바라본 시스템 여정 맵(System Journey Map)을 제안하였다. 시스템 여정 맵은 크게 고객의 시간별 상황, 그에 따른 내부 직원의 퍼포먼스, 내부 직원의 만족도 평가, 그리고 마지막으로 내부 직원의 상급자가 직원의 수행도를 평가하는 부분으로 구성되어 있다. 서비스 출시 이후, 고객과 내부 직원과의 접점에서 이루어지고 있는 구체적인 행동 패턴을 파악하고 어떠한 부분에서 문제가 발생했는지 한눈에 볼 수 있도록 하여, 무형의 서비스를 시각화해놓은 것에 그치지 않고 이후 문제점을 파악하는 데까지도 유용하게 쓰이기를 기대한다.

• 간호행정학회지
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• 제4권1호
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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.

• 한국의료질향상학회지
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• 제19권2호
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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.

• 보건행정학회지
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• 제19권4호
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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.

• 한국병원경영학회지
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• 제6권3호
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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.

• 대한원격탐사학회:학술대회논문집
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• 대한원격탐사학회 2002년도 Proceedings of International Symposium on Remote Sensing
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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).

• 융합정보논문지
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• 제9권3호
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• pp.140-145
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• 2019

IT 기술의 발달과 함께 의료 서비스 환경이 과거에 비해 많은 변화가 일어나고 있다. 그러나, 의료 기술이 IT 기술과 융합하더라도 의료비 문제와 의료 서비스 관리에 대한 문제는 여전히 해결해야할 사항 중 하나이다. 본 논문에서는 IoT 시스템을 구축한 병원을 대상으로 의료 서비스를 제공받는 사용자의 개인 정보를 의료진이 효율적으로 분석 관리할 수 있는 모델을 제안한다. 제안 모델은 병원내 구축된 IoT 시스템을 통해서 사용자의 의료 정보를 효율적으로 체크하고 관리하는 것이 목적이다. 제안 모델은 다양한 이기종의 클라우드 환경에서 사용될 수 있으며, 사용자의 의료 정보를 추가적인 인적 물적 자원 없이 효율적이면서 빠르게 관리할 수 있다. 특히, 제안모델에서 수집된 사용자의 의료 정보는 IoT 게이트웨이를 통해 서버에 저장되기 때문에 의료진이 시간과 장소에 상관없이 사용자의 의료 정보를 정확하게 분석할 수 있다. 성능평가 결과, 제안 모델은 IoT 시스템을 사용하지 않은 기존 의료 시스템 모델보다 직군별 의료진의 의료 서비스에 대한 효율성이 19.6% 향상되었고, 의료 서비스를 제공받은 사용자의 사후 의료관리 개선율이 22.1% 향상된 결과를 얻었다. 또한, 의료진의 업무 부담률은 기존 의료 시스템 모델보다 평균 17.6% 낮게 나타났다.

• 한국도서관정보학회지
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• 제30권1호
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• pp.171-192
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• 1999

이 논문은 재정적인 문제를 해결하고 외부이용자에게까지 서비스를 확대할 수 있는 방안의 하나로 대학도서관을 위한 유료정보서비스 프로그램을 구체적으로 제시하였다. 내용으로는 현재 대학도서관들이 제공하는 정보서비스, 유료정보서비스 프로그램의 목표, 자료 형태 및 주제 범위, 조직 및 직원, 종류, 운영방법 등을 구체적으로 다루었다.

• 한국문헌정보학회지
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• 제38권3호
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• pp.23-43
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• 2004

이 논문의 목적은 지역사회의 특성을 살릴 수 있는 공공도서관 문화서비스 활성화 방안을 모색해 보고자 하는 데 있다. 우선 공공도서관의 사명과 문화서비스 제공의 의의를 검토하고 경기도 지역 공공도서관을 중심으로 문화서비스 제공현황을 살펴보았다. 개별 공공도서관의 문화서비스를 활성화하기 위한 방안으로는 차별화와 특성화. 지역사회연구와 문화수요조사, 국가 및 지역 단위의 지원체계 확립, 실무자 역량강화를 위한 재교육 프로그램, 마케팅 기법을 적용한 서비스 기획의 다섯 가지 측면으로 나누어 살펴보았다.

• 한국병원경영학회지
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• 제10권4호
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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