• 한국병원경영학회지
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• 제8권1호
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• pp.112-134
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• 2003

The purpose of this study is to analyze the consumer's expectation before the health care service and the consumer's satisfaction after it. The participants of the study are inpatients in a general hospital located in Seoul. The resources were collected from the self-administration questionnaire survey run parallel with face to face interview. In order to measure the degree of the consumer's expectation, 349 samples were collected from the first questionnaire survey on the date of admission to the hospital. The second questionnaire survey was carried out on the date of discharge to the hospital with the participants responding to the first questionnaire survey. There are 154 samples collected from this survey. The results from the analysis of these resources are as follow. First, the survey shows that one of the highest consumers' expectations was about the generosity, kindliness and sincerity from the staff at the hospital, specially from doctors. Second, according to the analysis of the factors affecting the expectations of the consumers, with regard to path of admission to a hospital relating to patient's features, outpatient who gets into a hospital expected good medical care much more than the other patients. In regard of doctor's features, patients usually and highly expect good medical care from doctors who have good carrier and much experience. Third, according to the second questionnaire survey, what patients are satisfied most with is about the generosity and sincerity from staff at a hospital, especially from doctors and their gem attitudes. The results from survey show that the differences among the degree of consumers' satisfaction are very variable, depending on surrounding environments and facilities. The only fact that expectation didn't meet with satisfaction appeared to the case about technology and skill of medical care and the case about updated medical skills and equipments. Fourth, comparing the degree of expectation with the degree of satisfaction of consumers, correlative analysis was concerned significantly and specifically about the part of overall cleanliness relating to facilities and surrounding environments, the items about medical examination and test plan procedure relating to skill of medical care, professional specialties and convenience for procedure, and the items about satisfying explanations and concern about patients from doctors relating to staff's generosity and sincerity. Fifth, the analysis of the factors affecting the degree of how much patients are satisfied with shows that relating to sociodemographical features, patients are not satisfied with the case when the time and process of medical treatment are getting longer. It is surveyed that consumer were satisfied with the motivation to visit a hospital and the insurance type in patient's feature and so were the medical department and the factor of the degree of the expectation in disease's feature. Sixth, according to analysis based on the survey, patients would join again a hospital when they get satisfaction from the medical care and also they want to come again regarding to doctor's capability. For example, when doctors are old, have a good carrier and much experience, patients would come again. As seen from the above, consumers are usually satisfied with the medical treatment more than that they expected before. They would intend to use again when they get satisfaction from the medical care provided at a hospital. Patients and consumers highly expect good attitude as well as capacity from medical doctors and they are also generally satisfied with those things. Therefore, in order to increase the degree of consumer's satisfaction and their intention to come again, the hospital staff would have to commit themselves to achieve high quality service continuously and would have to make an effort to offer the finest quality service.

• Journal of Hospice and Palliative Care
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• 제5권2호
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• pp.155-162
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• 2002

목적 : 본 연구는 자원봉사자 교육 프로그램 개발을 위한 기초자료로서 질병 말기 환자에게 호스피스 케어를 제공하는 자원봉사자의 관점에서 본 서비스 요구도를 조사하고자 하는데 그 목적을 두고 있다. 방법 : 경상남도, 부산시 및 충청남도 지역의 호스피스 자원봉사 교육 수료자로서 호스피스 케어 제공 경험이 있는 자원봉사자인 연구대상 중 88명이 본 연구를 위한 분석대상으로 사용되었으며, 구조화된 설문지를 이용한 자기기입식 설문방식에 의해 조사되었다. 수집된 자료는 SPSS Window version 10.0 통계 프로그램을 이용하여 빈도, 백분율, 평균, 표준편차 및 회귀분석방법에 의해 분석되었다. 결과 : 조사대상자의 사회인구학적 특성은 기독교 중류가정의 40대 유배우 고졸 여성으로 가족 중 호스피스 경험이 없는 경력 1년 미만의 호스피스 센터에 소속된 사람이었다. 정보영역에서 호스피스 케어 요구도가 가장 높았으며 사회경제적 영역에서 가장 낮았다. '질병과 치료과정에 대한 정보 제공 필요'에 대한 요구가 정보영역에서, '욕창관리 및 예방'에 대한 요구가 신체적 영역에서, '의료인과 지속적인 관계유지 도와줌'이 정서적 영역에서 그리고 '의료보험 지원 확대를 도와줌'이 사회경제적 영역에 대한 요구도 중 가장 요구도가 높은 것으로 나타났다. 호스피스 케어 전체 영역 및 신체적 영역에 영향을 미치는 요인으로는 '가족 중 호스피스 경험'이, 정서적 영역에서는 '호스피스 경력'과 '가족 중 호스피스 경험'이 영향을 미치는 요인 변수로 예측되었으나 정보영역 및 사회경제적 영역에서는 어떤 변수도 영향을 미치지 않는 것으로 나타났다. 결론 : 본 연구가 편의표본을 사용하여 시행되었기에 본 연구의 결과가 실제적이고 효과적인 자원봉사자 교육 프로그램 개발을 위한 자료로 일반화되어 사용되기에는 한계를 지니고 있다. 따라서 호스피스 센터 별 전수조사 혹은 확률표본추출법에 의해 설계된 본 주제와 관련된 조사연구 및 질적 방법에 의한 연구가 필요하리라 사료된다.