• Journal of Korean society of Dental Hygiene
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• v.10 no.2
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• pp.393-411
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• 2010

Objectives : The purpose of this study was to examine factors related to the satisfaction level of patients with dental services. Methods : The subjects in this study were 200 patients at three different dental clinics in South Gyeongsang Province, on whom a survey was conducted from June 1 to July 31, 2009. The collected data were analyzed, and the findings of the study were as follows. Results : In regard to the general characteristics of the patients investigated, the women(61.5%) out-numbered the men. By age, those who were at the age of 30 and down made up the largest age group(47.0%). By academic background, the greatest group received junior-college education(54.0%). By occupation, the company employees constituted the largest group (50.5%). By income, the greatest group earned an income of 2 to 2.99 million won(75.0%). Second, as to connections between the characteristics of dental treatment and the reason of choosing the dental clinics, the largest group(70.4%) chose the dental clinics by word of mouth or the recommendation of others. Concerning the reason of dissatisfaction, the biggest group(72.7%) was unsatisfied with medical costs. As for the degree of explicit complaint, the greatest group(49.7%) sort of complained about what made them dissatisfied. Regarding the type of treatment, the biggest group(49.0%) received prosthodontic treatment. In relation to fear for dental treatment, the largest group(34.0%) feared receiving the treatment, and the biggest group(42.6%) did that due to the sound of machines. Third, satisfaction with services(0.762) had the closest correlation to overall satisfaction level, followed by satisfaction with employees(0.735), satisfaction with dentists(0.644) and satisfaction with convenient facilities (0.579). Fourth, the factors that affected overall satisfaction level were gender, the reason of choosing the dental clinic, satisfaction with dentists, satisfaction with employees, satisfaction with services and satisfaction with convenient facilities. The patients who were better satisfied with services(p<0.001), who were more contented with dentists(p<0.001), who chose the dental clinics by the recommendation of others(p<0.01), who were male(p<0.05), who were more gratified with employees(p<0.05) and who were more contented with convenient facilities expressed better overall satisfaction. Conclusions : The above-mentioned findings suggested that dental institutions should keep track of the expectations of patients to prepare differentiated strategies for marketing and human-resources development in consideration of their own circumstances to boost the satisfaction level of patients. Specifically, it's required to heighten the satisfaction level of patients with dentists.

• Korea Journal of Hospital Management
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• v.7 no.4
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• pp.57-101
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• 2002

These days, the environment of hospital marketing is changing rapidly. The level of expectation and demand of patients have become greater and more diversified, and patients have more alternatives in selecting hospitals. The standard of hospital selection and the type of using hospital have been changed, and competition among hospitals has been accelerated due to the opening of the medical market through globalization. Accordingly, differentiation strategies are critical in hospital marketing. The quality of medical service oriented toward patient satisfaction becomes a strong strategic weapon to secure a hospital's competitive advantage. Therefore, marketing and communication strategies should be focused on patient-oriented, rather than hospital-oriented. Considering the changes in the hospital environment and the increase in the patients' expectation level, this study categorizes doctors' communication styles into four different ones: trust-type, professional-type, cooperation-type, and control-type. The effects of these communication styles on patient satisfaction were empirically examined. The moderating roles of the patient's characteristics and clinical characteristics between the doctors' communication styles and patient satisfaction were also investigated to find out managerial implications for hospital management. To achieve such goals, data were collected from patients of 12 general hospitals in Busan. The data were analyzed to test research hypotheses that examine 1) the relationships between doctors' communication styles and patient satisfaction, 2) the moderating roles of the patient characteristics and clinical characteristics in the research model, and 3) the impact of patient satisfaction on positive word-of-mouth and repurchase. The following summarizes the major results of this research. First, the data showed that patient satisfaction varied across doctors' communication styles. Trust-type style had the strongest impact on patient satisfaction while control-type style had the weakest influence on patient satisfaction. Professional-type style and cooperation-type style also had positive effects on patient satisfaction but the impact of the two are not statistically different. Second, significant differences in terms of patient satisfaction were found depending upon demographic variables such as gender, marital status, age, occupation, and education. Patient satisfaction, however, was consistent across varying income groups. Third, patients' medical insurance types were also related to patient satisfaction. It implies that a doctor may need to use different communication styles depending on a patient's medical insurance type. Fourth, out-patient and in-patient showed a different level of satisfaction with varying communication styles. Fifth, highly professional knowledge and strong control can influence patient satisfaction depending on the characteristics of the patient treatment field. Sixth, patient satisfaction were proved to have significantly positive effects on word-of-mouth and repurchase. The implications drawn from this study must be tempered by its limitations. First of all, the subjects used in this study were patients in Busan and small- and medium-size hospitals were excluded from the research. Therefore, future research should examine the research model by using a variety of hospitals and clinics throughout Korea. Another research agenda has to do with finding more determinant and moderating variables which will increase an explanatory power of the model. In short, this study may be the first empirical research that investigates the effects of doctors' communication styles on patient satisfaction. Interestingly enough, the results showed that each communication style had a unique impact on patient satisfaction. The findings from this research can be very useful in developing hospital marketing strategies.

• Journal of Korean Academy of Nursing
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• v.32 no.4
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• pp.506-518
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• 2002

This study was performed to measure the nursing service quality being used SERVQUAL model and satisfaction that the admitted patients perceived. Method: The questionnaire founded on the SERVQUAL was developed and distributed to 300 patients at the three general hospitals in three provincial city, Korea. For data analysis, Cronbach's α, frequencies, percentages, paired t-test, Pearson Correlation Coefficient were used. Result: In expectation, patients most highly perceived the assurance factor that was one among the 5 factors being constituted nursing service. In performance, patients most highly perceived the responsiveness factor. The performance degrees of the 5 factors and 20 attributes being constituted nursing service did not exceed the expectation degree of those. So the calculated figures for nursing service quality of the three subjected hospitals were all minus. In relation of the patients' demographics and nursing service characteristics to their general satisfaction, patients' sex, age, income and the all factors and attributes of nursing service had relation to their general satisfaction. Conclusion: It could be concluded that the nursing service quality of the three subjected hospitals was poor and the patients' demographic and nursing service characteristics had relation to their general satisfaction.

• Quality Improvement in Health Care
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• v.5 no.1
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• pp.2-14
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• 1998

The aim of this study was to examine differences in the level of satisfaction with medical care at a public health center between patients receiving free-care compared to those paying out-of-pocket. SERVQUAL(Comprehensive Service Quality Measurement Scale), a pyschometrically valid measure for evaluating hospital service quality, was used to assess patient satisfaction. The study sample consisted of 279 patients who received medical care at a public health center. The interview was conducted between April 23 and May 7, 1998. The results was as follow: 1. There were more elderly people among free-care patients than out-of-pocket patients. Education and income levels were lower amongs those receiving free-care. There were, however, no differences in the distribution of gender and religion between the two groups. Patients receiving free-care tended to visit the public health center more frequently compared to those self-paying patients. 2. Overall, free-care patients showed higher satisfaction level than that of self-paying patients. except for the dimension on sympathy and shape.

• Korean Institute of Interior Design Journal
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• no.36
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• pp.76-83
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• 2003

The purpose of this study is to know how to improve environment of multi-bed room by investigating and analysing factors influencing to patients. 1 measured stress and satisfaction degrees about patient room for 4ㆍ5ㆍ6ㆍ7 men of domestic general hospital wards. The results of research show that patients of 4 bed room appeared the fewest stress and highest satisfaction degree among patients of other room styles. The patients positioned between two beds can give us more stress and fewer satisfaction than others. These results have proven that 4 bed room patients are offering comfortable environment than any other room types as a healing environment. When patient room area are more than 7.3$M^2$ per 1 person, bed interval space is more than 120cm, there is curtain between bed, transit space such as a toilet were established in patient room, patients' satisfaction appeared high.

• The Journal of Korean Physical Therapy
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• v.15 no.2
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• pp.1-11
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• 2003

Patients satisfaction continues to receive attention as a measure of the outcome of physical therapy intervention. This study measures patient satisfaction among physical therapists' patients and clients and to identify factors of patient satisfaction that will affect patients decision. The instrument developed by Goldstein et. al(2000) was used. PAtients' opinions of service in each domain were measured using 5-point Likert-type scales. A 20-item instrument designed to measure the domains of patient satisfaction and 8 additional items were included. Data were collected at 8 hospital in Kwang-ju city Descriptive statistics, reliability, ANOVA, cross-tabs and regression analysis were computed. A total 365 individuals completed the instrument. Waiting time, treatment and cost domain predicted the satisfaction of physical therapy

• Journal of Preventive Medicine and Public Health
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• v.30 no.2 s.57
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• pp.402-412
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• 1997

The purpose of this study is to examine the factors influencing the allergic rhinitis patients' satisfaction with laser surgery. The data were collected by telephone interviews with 211 patients who visited I university hospital. The statistical methods used for the analysis were factor analysis, reliability test, and hierarchical multiple regression. We find that satisfaction level is a function of not only the surgery outcome but also the socio-psychological experience during treatment. With the improvement in nasal allergic condition, patients were more likely to be satisfied with medical services. And patients who had positive experience with physicians and facilities reported higher satisfaction level. While the surgery outcome explained 68% of the variation of satisfaction level, socio-psychological experience explained 23% of it. This result clearly shows that physicians need to pay attention to the socio-psychological aspect as well as the technical aspect of medical services.

• Journal of the Korean Dietetic Association
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• v.15 no.3
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• pp.209-219
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• 2009

Institutional care is often necessary for the health and well-being of the elderly. Good quality foodservice provided at long-term care facilities not only includes patients satisfaction but also cares for good health, contributing to the stability of foodservice management. The purpose of this study was to assess the importance and satisfaction attributes of foodservice management by hospitalized elderly patients. The data were collected via questionnaire by a one-to-one interview with 194 hospitalized elderly patients in six different hospitals. According to the results of dependent t-tests, overall mean scores for the importance attributes (3.96) and satisfactory attributes (3.83) were significantly different (p<0.001). As indicated by the patients, the recognized importance attributes were the kindness of foodservice personnel (4.19), kind smiles by foodservice personnel (4.16), and kind speaking by foodservice personnel (4.12). The most recognized satisfaction attributes were kindness of foodservice personnel (4.36), bedside meal service by foodservice personnel (4.25), kind speaking by foodservice personnel (4.24), kind smiles by foodservice personnel (4.24), and sanitary uniforms worn by foodservice personnel (4.21). These results suggest that the above encounter attributes (importance-satisfaction) would be useful tools for hospital foodservices to adopt, in order to control foodservice quality and satisfy the nutritional needs of elderly patients.

• Journal of the Korean Association of Oral and Maxillofacial Surgeons
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• v.35 no.2
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• pp.94-100
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• 2009

Purpose: As the interest and demand for esthetics grow up with medical development, the number of patients who want to correct dentofacial deformities by orthognathic surgery has increased. And the success of orthognathic surgery is dependent upon satisfaction of patients in great measure. Therefore the purpose of this study is to examine functional disability, sensory disturbance and esthetic satisfaction of the patients after orthognathic surgery. Material and methods: Among 89 patients who orthognathic surgery was performed at Seoul National University Bundang Hospital during the period from July 2003 to July 2008, 46 patients were considered in the study. Patients were surveyed with questionnaires and visual analogue scale(VAS) which author has designed. The analysis and comparison were performed according to gender, follow up span, and type of surgery based on answer of questionnaires. Results and conclusions: Total satisfaction rate was 76%. And there was statistical significant difference between subjective evaluation of facial esthetics before the surgery and that of after surgery(p<0.05). Differences in occurrence of functional disability, sensory disturbance between groups were not observed. In conclusion, the operator should understand the postoperative self-satisfaction of the patients and complications. If we can communicate with the patients before operation. patients' satisfaction rate will increase after operation.

• Journal of Korean Critical Care Nursing
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• v.9 no.2
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• pp.24-35
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• 2016

Purpose: This study investigated the degree of stress, depression, mindfulness and life satisfaction of elderly patients who had undergone percutaneous coronary intervention (PCI) and identified factors influencing life satisfaction. Methods: Participants were 106 patients over 60 years who had undergone PCI in a university hospital. Results: The mean scores for stress, depression, mindfulness, and life satisfaction were $9.10{\pm}2.53$, $7.77{\pm}3.32$, $88.57{\pm}8.47$, and $17.40{\pm}5.38$ respectively. There were statistically significant differences in life satisfaction by main source of income (F = 4.74, p = .004) and perceived health status as compared with peer (F = 4.80, p = .010). Depression (p < .001) explained 38 % of the total variance of life satisfaction, and the explanatory power increased to 42 % when mindfulness (p = .035) was added. There were significant correlations among stress, depression, mindfulness and life satisfaction of the patients. Conclusions: Depression and mindfulness were significant influencing factors on subjects' satisfaction in life. To enhance the life satisfaction of the elderly patients after PCI, it is necessary to reduce depression and to develop mindfulness-based interventions.