• 보건의료산업학회지
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• 제7권1호
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• pp.133-144
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• 2013

The present study is aimed at assessing medical service quality as perceived by in-patients of geriatric hospitals and at analyzing the excitement factors by using revised IPA Applying the Kano's model for users' satisfaction. The data was collected from Nov. 5 to Dec. 7, 2012. Among a total of 503 cases of questionaries, only 419 cases were used. To data were analyzed by PASW statistics 18.0 and revised IPA applying Kano's model. The paired t-test results reveal that satisfaction was higher than the expectation level at a statistically significant level across all the medical service quality factors. The revised IPA results categorized facility convenience, hospitalization and care, and kindness as basic factors and medical reliability and access as excitement factors. In conclusion, medical reliability and access, which were identified as excitement factors of medical service quality, are essential opportunity factors for users and should accordingly be used as strategic factors to increase satisfaction with a geriatric hospital and induce customer surprise.

• 대한예방한의학회지
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• 제26권1호
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• pp.43-57
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• 2022

Objective : This study aims to understand the consumer's needs for Korean medicine medical service using online review analysis of medical consumers. Methods : We analyzed the purpose and satisfaction factors of medical service use using LDA (Latent Dirichlet Allocation) topic modeling. The data used in the study was 120,727 screened reviews written by medical consumers registered on Naver. The analyzed results were compared with the "2020 Korean Medicine Utilization Survey". Results : From 2018 to 2021, the five most frequently used terms were "kindness", "treatment", "doctor", "Korean medicine", and "acupuncture". The main purpose of visiting Korean medicine medical clinic and hospital was to treat "traffic accidents" in 2018, "waist(back) pain" in 2019, "musculoskeletal pain" in 2020 & 2021. Based on the rating, reviewers were satisfied with "explanation of treatment" and "treatment attitude", and dissatisfied with "accessibility to the institution". Conclusion : We concluded that the main purpose of use of Korean medicine institution was to treat musculoskeletal disorders. Based on the results of this study, it is expected that it will be used to improve Korean medicine medical service in the future.

• 디지털융복합연구
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• 제11권2호
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• pp.331-339
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• 2013

이 연구는 A 중소병원의 입원환자와 외래환자를 대상으로 환자만족도에 영향을 미치는 의료서비스 품질요인이 입원 외래 환자 간 어떠한 차이를 보이는지 분석한다. 설문은 2011년 8월 20일부터 총 4주간 진행되었으며, 조사대상으로는 입원환자 96명, 외래환자 315명 총 411명이었다. 수집된 자료를 활용하여 다중회귀분석을 실시한 결과 입원환자의 경우 병원의 인지도가 환자만족도에 유의한 영향을 미쳤다. 반면, 외래환자는 의료진의 우수성, 병원 편의시설과 환경의 우수성, 친절한 직원, 병원의 인지도, 편리한 진료 및 행정절차 등 다양한 요인이 유의한 관계를 보였다. 이 연구는 중소병원이 의료 서비스를 개선하고 경쟁력을 갖추기 위해서 입원 및 외래 환자를 구분하여 각 환자군 별로 만족도에 영향을 미치는 요인을 차별화 하여 서비스 개선에 반영하는 것이 효과적일 수 있음을 제시해 주고 있다.

• 대한지역사회영양학회지
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• 제5권1호
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• pp.83-91
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• 2000

The aims of this study are to evaluate the quality of hospital food services and the evaluate the quality in selected hospitals trough the use of the questionnaires. A survey of 30 hospital food and nutrition service department was undertaken and detailed information was collected from each, including, surveys of 1, 016 patient. Statistical data analysis was completed using the SAS/win 6.11 package for descriptive analysis, t-test X$^2$-test ANOVA principal component analysis , and cluster analysis and cluster analysis. In the case of patient satisfaction with hospital food and food services, overall satisfaction scores of male and female were 3.54 and 3.45 showing higher levels than the average score(3.00) The aspect of the food and food service which received the lowest ratings by patients was 'meal rounding while dining'. After conduction of factor analysis of variables affecting the patients meal satisfaction 3 groups including the 'menu satisfaction factor', 'service satisfaction factor ' and 'nutrition management satisfaction factor ' were selected. 3 clusters were categorized by the 'service cluster' 'nutrition management cluster', 'men cluster', and 'menu nutrition service cluster' after conducting a cluster analysis with influencing variables affecting patients meal satisfaction. The overview results of patient satisfaction by cluster were : in the case of the service group, such factors as taste, portion size, dealing with complaints while dining meal rounding while dining should be managed with caution In case of the nutrition management group, such factors as taste, portion size, temperature of the food intake, and dependence on hospital food should be managed with care, In the case of the menu groups, such factors as punctuality of meal times, contaminated substances in meals and serving mistakes, cleanliness of dishes, kindness of the server meal rounding while dining should by particularly managed with importance.

• 보건행정학회지
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• 제10권1호
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• pp.111-125
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• 2000

To compare the differences in the recognition on hospital utilization and satisfaction, 368 hospital employees and 485 patients were selected in four hospitals in Seoul and Kyung-gi do. The survey was done using a constructed form of checklist from Apr. 30 to May 10, 1999. And the results are as follows: l. Gaining knowledge of hospitals available among hospital employees differed from that of patients. When finding out about sources of information concerning hospitals, direct visit to the hospital was recognized to be the main factor for the hospital employees in contrast to the patients' recognition which were mass media, personal involvement of job related workplace and recommendations from other hospitals. There was no difference between university and general hospitals. 2. The factors that concern which hospital to choose there was a difference between hospital employees and patients. Hospital employees recommended their own hospital solely based on the reason that it was their work place. On the other hand, the patients made a choice based on the type of medical staff, transportation available and whether it was a university hospital or not. There was no difference between university and general hospitals. 3. The recognition of employees concerning hospital image of a hospital between hospital employees and patients was different. In university hospitals, the employees recognized the name value of university hospital and cooperation as most important, whereas the patients thought convenience, kindness were the main factors. Patients considered general hospitals to be more convenient. There was some difference between university and general hospitals. For university hospitals employees' recognition was higher and for the general hospital patients' recognition is higher on hospital image. 4. The recognition of employees was different from that of patients' on hospital satisfaction. The patients' satisfaction was higher than that of employees'. There was no difference between university and general hospitals. Based on the above findings, the employees' recognition on hospital utilization and satisfaction was different from that of the patients, but there was no difference between university and general hospitals. In both groups choice of hospital was associated with satisfaction. Results showing difference between employees' and patients' recognition can be applied to implement customer-oriented attitude and be used as a baseline data for internal-external marketing planning of hospital management. The study may be limited in that the results cannot be generalized due to its small sample size and not being able to reflect demographic variables and life style. Further studies to investigate the difference of hospital utilization and hospital satisfaction will be necessary to define demographic characteristics and recognition of employees which influences patients' hospital satisfaction.

• 가정∙방문간호학회지
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• 제9권1호
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• pp.14-26
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• 2002

The purpose of the study was to compare both the nursing care satisfaction and the image of nurses as experienced by home health care clients and hospitalized clients. For the descriptive survey study. data were collected from 69 home heath care clients and 342 in-patients in a university hospital. The tools used for the study were modified by Quality Patient Care Scale(Wandelt & Ager. 1974) and Image of Nurses (송인자, 1993). The data were analyzed using Pearson Correlation. Scheffe test. factor analysis. t-test. and ANOVA. The major findings were as follows: Regarding nursing care satisfaction, the mean score of total nursing care satisfaction in home health care clients was 3.28 out of 4.0. Among five domains, the domain with the highest score was the psychosocial domain, followed by the general. the professional. the physical. and the communication domain. The level of nursing care satisfaction was not significantly different according to demographic variables except for age: the age group of 41-60 showed the highest score (p<0.05). The mean score of total nursing care satisfaction in hospitalized clients was 2.95 out of 4.0. Among five domains, the domain with the highest score was the psychosocial domain, followed by the physical and the communication. the professional. and the general domain. The level of nursing care satisfaction was not significantly different according to demographic variables except age: the higher the age the higher the score (p<0.05). The levels of nursing care satisfaction in all five domains were significantly higher in home health care clients than in hospitalized clients(p=0.0005). Regarding image of nurses, the mean score of total image of nurses in home health care clients was 3.32 out of 4.0. Among four domains, the domain with the highest score was the sincerity domain, followed by the kindness. the spirit. and the knowledge and skill domain. The level of image of nurses was not significantly different according to demographic variables. The mean score of total image of nurses in hospitalized clients was 3.05 out of 4.0. Among four domains. the domain with the highest score was the sincerity domain, followed by the kindness, the knowledge and skill, and the spirit domain. The level of image of nurses was not significantly different according to demographic variables. The levels of image of nurses in all four domains were significantly higher in home health care clients than in hospitalized clients (p=0.001). Both the levels of nursing care satisfaction and image of nurses, part of an evaluation for quality of nursing care were significantly higher in home health care clients than in hospitalized clients. In light of the findings, we could consider that home health care nurses provided client-centered comprehensive nursing care. However, nurses need to have methods that more promote the social recognition of the image of nurses and nursing care services as well as professional knowledge and skills.

• 대한통합의학회지
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• 제12권1호
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• pp.151-159
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• 2024

Purpose : This study was conducted to investigate correlation between patient satisfaction and rehabilitation motivation in a physical therapy environment. Methods : This study conducted a survey on musculoskeletal and neurological patients receiving rehabilitation treatment at a hospital. The subjects of the study were patients who were currently receiving rehabilitation treatment, either hospitalized or outpatient. 234 people were collected. A questionnaire was consisted of a total of 55 questions, including 27 questions about motivation for rehabilitation, 14 questions about physical therapy service environment, and 14 questions about patient satisfaction and intention to revisit. The detailed items in rehabilitation motivation consisted of 8 questions about task-oriented motivation, 7 questions about change-oriented motivation, 4 questions about obligatory motivation, 4 questions about external motivation, and 4 questions about intrinsic motivation, and in the physical therapy service environment, 4 questions about facility service and therapist service. , 6 questions, 4 questions about services used, 3 questions about friendliness, 4 questions about professionalism, 3 questions about treatment satisfaction, and 2 questions each about repeat visit and recommendation. Results : Facility service (r=.21) was highly correlated for task-oriented motivation, therapist service (r=.22) for change-oriented motivation, therapist service (r=.31) for mandatory motivation, therapist service (r=.19) for external motivation, and facility service (r=.56) for internal motivation. Revisit for task-oriented motivation (r=.47) is kind to change-oriented motives (r=-.13) was highly correlated with kindness (r=.19) for mandatory motives, recommendation (r=.14) for external motives, and expertise (r=.52) for internal motives. There was a high correlation between professionalism (r=.61) for facility services and kindness (r=.53) for therapist services, and revisit (r=.40) for service use. Conclusion : According to the results of this study, it was found that there was a correlation between patient satisfaction and rehabilitation motivation in a physical therapy environment.

• 대한방사선기술학회지:방사선기술과학
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• 제44권2호
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• pp.133-140
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• 2021

This study aims to analyze the quality and satisfaction of healthcare perceived by patients using hospitals and to provide basic data necessary for expanding and settling Vietnamese healthcare services by analyzing the impact on recommendation intentions. The research method selected one hospital in Vietnam and collected data from patients using the hospital and used a total of 286 effective samples as data for hypothesis verification. The research model and hypothesis verification were analyzed with the statistical data from SPSS and AMOS. The findings show that, first, tangibility, accessibility, and reliability all have a positive effect on the quality of healthcare. Second, it has been shown that only accessibility among the quality of healthcare has a positive effect on recommendation intentions. Third, customer satisfaction has been shown to have a positive effect on recommendation intentions. Fourth, when looking at the mediating effect, reliability among the quality of healthcare was shown as a full-mediated effect, but accessibility was shown to have a partial mediating effect and tangibility to have no mediating effect. Contact management is important because customer satisfaction is highly regarded when customers feel positive emotions at the interface from the provision of convenience facilities that support medical services to the reduction of waiting time for patients, employees kindness, treatment, medication, and inspection. It is also confirmed that the demand for convenient and rapid use of hospitals is increasing in Vietnam. In addition, if customer satisfaction is increased through friendly medical staff's response, the intention of recommendation will be even greater.

• 한방재활의학과학회지
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• 제23권3호
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• pp.177-186
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• 2013

Objectives This study is to evaluate the current situation of Russian tourists for medical tourism of Spine Specialty Korean Medicine Hospital. Methods 133 Russian tourists visiting Spine Specialty Korean Medicine Hospital from January 1, 2012 to December 31, 2012, were analysed in the statistics. Their data was sourced from the computerized medical records. And 87 of them answer a questionnaire about reasons for selection of Spine Specialty Korean Medicine Hospital and satisfactory for medical service. Results A total of 133 Russian visited Spine Specialty Korean Medicine Hospital for medical service, consisting of 73 females (54.8%), the fourties to fifties 58.9% by age. They avoided visiting in the winter. The average number of visiting was 7.1 times. The average treatment period was 9.9days. Majority of the elapsed time from the onset to the arrival was more than 1 year (56.6%). Low back pain (56.4%) is the most in musculoskeletal disorders and obesity (21.7%) and gynecological diseases (30.4%) were the most in a non-musculoskeletal disorders. Medication and acupuncture was the major treatment. 89.2% of the prescribed medication was the efficacy of musculoskeletal. Russian medical tourists most visited by support of travel agent (58.6%). The main reason of their visiting was non-surgical treatment for spinal disorder (31%). 96.6% of them were satisfied because rapid pain relief and kindness. Conclusions For this study, we confirmed a possibility for the Korean medical treatment of Russian tourists for medical tourism. Still, more research and goverment support for the expansion of Korean medical tourism is needed.

• 한국병원경영학회지
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• 제14권4호
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• pp.149-162
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• 2009

The purpose of this study is to design strategic hospital service based on each hospital's features. For this study, an assessment was conducted by 398 in-patents of one university hospital located in Seoul. The self-questionnaires, which were investigated from Oct. 15th to 29th in 2008, compared central reception desk with ward reception desk in satisfaction and re-use rate of patients. The major results of this study are as follow. First, according to each reception desk user, they have different satisfaction of it. As for the staff kindness, admission procedure, discharge procedure and manner of staff, those made patients be gratified as well. Second, when it comes to the intention of re-use, there were no significant features between them. Only convenience in admission and discharge procedure, however, was an attractive factor for the recommendation. Third, this study found out the reasons for higher re-use rate of central reception desk users. Regarding service, they were contented with the time for test and treatment. As for the hospital service, they would like to re-use this hospital because of convenient steps of paying interim fee and getting certificates. Forth, this study found out the reasons for higher re-use rate of ward reception desk users. As a point of hospital service view, they responded that respected privacy, hospital facility and general service were good for staying. As for the manner of staff, they mentioned nurses and staff in charge and whole staff members were kind. When it comes to the procedures of patient management, steps of discharge and paying interim fee were convenience. In conclusion, the results of this study suggest that providing a ward reception desk service can boost the satisfaction and re-use rate of in-patients. Furthermore, this strategic management method would be good for not only cutting the moving line but also efficient in-patient care system. These results can be used for the strategic hospital marketing field, as well. Even though this study has a limitation of the targeted populations which were only in a ward reception desk running hospital, it can say that having competitiveness in satisfaction of hospital service is good for promoting and differencing each hospital. Consequently, whole general management system would be adjusted first for differencing each hospital; however, this sort of additional factor should be concerned as well. I expect that this study would give meaningful data for designing strategic and differencing marketing method to lots of hospitals.