• 보건행정학회지
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• 제24권3호
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• pp.254-260
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• 2014

Background: The purpose of this study is to assume appropriate outpatient consultation time for each clinical department on the basis of measured outpatient consultation time and satisfaction of outpatient. Methods: We surveyed the feeling and satisfactory outpatient consultation time, satisfaction, revisiting intention and recommendation to others to 1,105 patients of single general hospital in Gyeonggi-do and measured their real outpatient consultation time from October 28 to November 27 in 2013. On the basis of satisfaction, we estimated appropriate outpatient consultation time through area under the receiver operating characteristic curve in logistic regression model. Results: Feeling outpatient consultation time was 5.1 minutess, satisfactory outpatient consultation time which was suggested by patient was 6.3 minutes, and real outpatient consultation time was 4.2 minutes. Department which had longest real outpatient consultation time was infection (7 minutes) and department which had longest satisfactory outpatient consultation time was neurology (9.4 minutes). From the univariate and the multiple linear regression analysis, real outpatient consultation time was longer in pulmonology patient, new patient and afternoon patient, satisfactory outpatient consultation time was longer in infection, neurology, neuropsychiatry, neurosurgery, and rehabilitation patient. Appropriate real outpatient consultation time was suggested as 5.6 minutes which differentiated high and low satisfied patient group. However, we could not assume appropriate outpatient consultation time for each clinical department because the number of patient who had bad satisfaction was too low. Conclusion: To improve patient's satisfaction, we hope outpatient reservation system is operated as each patient's outpatient consultation time is at least 5.6 minutes.

• 한국직업건강간호학회지
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• 제22권2호
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• pp.83-92
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• 2013

Purpose: This study was to compare job stress and job satisfaction between ward nurses and outpatient nurses, and to identify the correlation between job stress and job satisfaction. Methods: The subjects of this study were 200 ward nurses and 85 outpatient nurses in G and I University Hospital in Incheon. The data were collected in March 2010 and analyzed with t-test and Pearson correlation coefficient. Results: There was no significant difference in overall job stress between two groups, but slightly higher stress level for ward nurses. In sub-area of job stress, 'nursing duty' was primary for both groups. And in 'nursing duty' (t=2.05, p=.041), 'conflict with patients' (t=2.73, p= .007), and 'working environment' (t=3.37, p<.001) ward nurses showed significant higher level of stress than outpatient nurses. For job satisfaction, outpatient nurses showed higher level significantly (t=-2.98, p=.003). And both groups of nurses' job satisfaction was negatively correlated with job stress significantly (r=-.31, p<.001). Conclusion: It will be possible to reduce job stress and promote job satisfaction level for both groups of nurses by adding staffs, and specifically for ward nurses by improving facilities for relax and appropriate supply, and for outpatient nurses by managing interpersonal stress and reducing side tasks.

• 보건행정학회지
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• 제13권3호
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• pp.21-34
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• 2003

Patient revisit to used hospital is a key factor in determining a health care organization's competitive advantage and survival. This article examines the relationship between customer's satisfaction and his/her revisit associated with three different methods which are the Chi Square Automatic Interaction Detection(CHAID) for segmenting the outpatient group, logistic regression and neural networks for addressing the outpatient's revisit. The main findings indicate that the important factors on outpatient's revisit are physician's kindness, nurse's skill, overall level of satisfaction, hospital reputation, recommendation, level of diagnoses and outpatient's age. Among these ones, physician's kindness is the most important factor as guidelines for decision of their revisit. The decision maker of hospital should select the strategy containing the variable amount of the level of revisit and size of outpatient's group under the constraint on the hospital's time, budget and manpower given. Finally, this study shows that neural networks, as non-parametric technique, appear to more correctly predict revisit than does logistic regression as a parametric estimation technique.

• 보건의료산업학회지
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• 제14권1호
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• pp.15-30
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• 2020

Objectives: This study investigated outpatient health care satisfaction and influential factors using data from the "2018 Health Care Experience Survey". Methods: Data on 6,705 participants in the Health Care Experience Survey were statistically examined using a t-test, ANOVA, and multiple regression analysis. Results: First, the level of satisfaction among outpatients was generally positive, and satisfaction among older people was high. Second, the significant factors of outpatient overall satisfaction were gender, consultation time, waiting time, reason for choosing institution, satisfaction with doctors, nurses, institutions, and the therapeutic result. Third, influential factors of intention to recommend were education, institution type, reason for choosing institution, satisfaction with doctors, nurses, institutions, and the therapeutic result. Conclusions: In order to improve the overall satisfaction of outpatients, the treatment method should be improved. For example, the doctor should devote more time for and engage in sufficient conversation with the patient, the nurse should be polite, and patients should be given easy-to-understand explanations.

• International Journal of Quality Innovation
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• 제10권1호
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• pp.77-87
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• 2009

The main aim of the paper is to provide an empirical analysis on patient satisfaction as an indicator of service quality in Malaysian public hospitals. Self-administered questionnaires were administered to patients by convenience sampling. Two sets of questionnaires were used, one for inpatient and another one set for outpatient. Selection of hospitals was made according to states in Peninsular Malaysia. 23 hospitals covering all state level hospitals, the National Referral Centre and selected district hospitals were chosen as respondent hospitals. Two dimensions of service quality emerged, namely clinical and physical dimension of service. Both outpatient and inpatient were found to be more satisfied with clinical dimension of service than physical dimension. For outpatient satisfaction, there was positive correlation between waiting time and patient satisfaction. Patient satisfaction was also found to be higher in the smaller district hospitals than in the larger state hospitals. For clinical dimension of service, patients were satisfied with the services of doctors and nurses, while for physical dimension of service, patients were satisfied with the cleanliness of the facilities. The ability of the research to be conducted by random sampling was inhibited by the reluctance of patients to cooperate, which led to the use of convenience sampling. Studies have also shown that patients are reluctant to express their feelings on services provided by their caregivers. The study provides primary data for a nationwide study on patient satisfaction in Malaysian public hospitals, for both inpatient and outpatient.

• 의료커뮤니케이션
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• 제13권2호
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• pp.175-183
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• 2018

Purpose: The purpose of this study was to compare communication competence, nursing professionalism, work environment and job satisfaction between outpatient nurses and ward nurses, and to identify the correlation among variables. Methods: The participants were 90 outpatient nurses and 98 ward nurses at the two general hospitals. Data were collected using self-administered questionnaires. Data were analyzed using descriptive statistics, ${\chi}^2-test$, independent t-test and Pearson's correlation coefficient. Results: There were statistically significant differences between two groups in nursing professionalism, possibilities for development, commitment to the workplace, social support from colleagues, social community at work and job satisfaction, outpatient nurses showed higher level than ward nurses except commitment to the workplace. The work environment variables and nurses' job satisfaction were mostly correlated. Job satisfaction showed significant negatively correlated with quantitative demands, emotional demands and role conflicts in both groups nurses. Conclusion: These findings showed that nursing work environments were the most important factor for job satisfaction of both group nurses. Therefore, it is necessary to put efforts in improving nursing work environment and to develop diverse strategies for human resource management.

• 가정간호학회지
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• 제19권1호
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• pp.11-18
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• 2012

Purpose: The aim of this study is to evaluate the efficiency of the outpatient clinics in a hospital, using DEA. Methods: Data were collected using an activity-based costing system, medical information system, and annual reports of customer satisfaction management team of a general hospital in a city. The input variables were the number of doctors, the number of nurses, and the number of staffs. The output variables were the number of treatment times, the number of outpatient clinic patients, the total profits from outpatient clinic, the patient's satisfaction score, and the number of re-visit appointments. EMS Window version 3.1 was used to measure the efficiency score and benchmarking analysis. Results: The average efficiency score of 24 outpatient clinics was about 82.01%. Thirteen outpatient clinics had 100% efficiency score among them. The lowest efficiency score was 57.56%. Conclusion: According to these results, we found that, generally, outpatient clinics were operated very efficiently. However, some outpatient clinics had low efficiency and they needed specialized outcome improvement strategies. To increase the efficiency of inefficient outpatient clinics, we will recommend using results of DEA, as a benchmark point of the most efficient outpatient clinics.

• 한국병원경영학회지
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• 제24권4호
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• pp.43-56
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• 2019

Purpose: Importance of patient satisfaction related to patient-centeredness has been emphasized, and it is known to have effect on various health outcomes including health resource utilization. However, the effect of patient satisfaction has been discussed mostly in terms of hospital marketing in Korea. This study aims to examine the effect of patient satisfaction in patient-physician communication on healthcare utilization in a nationally representative adult population of South Korea. Method: Patient satisfaction with physician communication is assessed using 4 items in the 2011 Korea Health Panel Survey. Generalized linear regression analysis is conducted using 9,325 adults' healthcare utilization in 2012. Findings: Adjusting for the socio-demographic, economic factors, individual health status, health behaviors and healthcare utilization in 2011, more satisfied individuals, more likely to utilize the outpatient service, especially in clinical setting. Practical Implications: The study findings suggests that in context of South Korea healthcare system such as insufficient medical consultation time and the absence of health delivery system, patient satisfaction as a subjective healthcare quality indicator would have effect on the individual's outpatient visit. This study contributes to stimulate patient satisfaction research and discussion in South Korea to further explore its relationship with potential and various health related outcomes. Further implications of the study are discussed.

• 한국콘텐츠학회논문지
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• 제18권4호
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• pp.516-529
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• 2018

본 연구는 종합병원을 내원한 외래환자가 지각한 의료 서비스의 질이 병원 이미지, 만족도 및 재이용 의도에 미치는 영향을 파악하였다. 대전에 소재한 S종합병원 외래 환자에게 2017년 9월 1일부터 20일까지 3주간 설문조사를 시행하여 총 176부를 분석 결과, 첫째, 의료 서비스의 질은 재이용 의도, 만족도, 병원 이미지에 유의한 영향을 미치는 것으로 나타났다. 둘째, 의료 서비스의 질과 재이용 의도에 대한 만족도의 매개작용은 유의하지 않은 것으로, 병원 이미지는 유의한 매개 영향력을 미치는 것으로 나타났다. 셋째, 병원에 대한 만족도와 이미지는 재이용 의도에 유의한 영향을 미치는 것으로 나타났다. 본 연구는 종합병원을 내원한 실제 외래환자를 대상으로 의료 서비스의 질이 병원 이미지와 만족도 그리고 재이용 의도에 미치는 영향력을 실증하였다는 데 의의가 있다, 기관에 대한 만족보다 병원 이미지가 의료의 질과 재이용 의도의 관계에서 실질적으로 매개 작용을 한다는 것을 실증함으로써 병원의 마케팅 활동에 있어 일반적인 만족이상이 필요하다는 시사점을 제시하였다.

• 부모자녀건강학회지
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• 제13권1호
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• pp.35-43
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• 2010

Purpose: This study was a descriptive research to provide fundamental data in ensuring a high quality of nursing service needed by children's parent according to perception of uncertainty and care satisfaction of them between pediatric outpatient department and emergency room. Methods: For this study, 192 children's parents were questioned in a general hospital located in Busan from August 1 to 31. 2009. The collected data were scored by use of frequencies, $x^2$ test, t-test, AONVA, Pearson's correlation coefficient via SPSS/WIN 17.0. Results: With the compare of characteristics related to children's parents visiting emergency room and pediatric outpatient department, there were statistically significant difference in relation and age of parent, main caregiver, cause of arrival, and waiting time from arrival to procedure. The perception of uncertainty for parent in the emergency room showed significant difference to outpatient department. In nursing service, the highest score was category of professional skill and technic. In addition, overall parents' perceptions on providing information showed lower than any other nursing service. Last but not least, a significant correlation indicated between the perception of uncertainty and satisfaction of nursing service. Conclusion: Efforts to improve parent satisfaction for nursing service are needed to decrease their perception of uncertainty. Providing information and communication by nurses are necessary to improve quality of nursing service.