DOI QR코드

DOI QR Code

What kind of specialized services attract patients?

환자유치를 위한 특화서비스에 대한 연구

  • 이용웅 (고려대학교 보건과학대학 보건행정학과) ;
  • 정영식 (고려대학교 보건과학대학 보건행정학과) ;
  • 김윤지 (고려대학교 보건과학대학 보건행정학과) ;
  • 백은혜 (고려대학교 보건과학대학 보건행정학과) ;
  • 이현실 (고려대학교 보건과학대학 보건행정학과)
  • Received : 2010.06.29
  • Accepted : 2010.12.17
  • Published : 2010.12.31

Abstract

Background: Competition among hospitals has intensified, because hospitals and beds are oversupplying and the global medical market has opened in Korea. Method: we developed questionnaires of the patient's satisfaction about 20 items. We surveyed 297 out-patients and 302 in-patients. We analyzed the descriptive statistics and regression by SPSS(Version 17) and Excel. Results: The relations with the patient's loyalty and the specialized hospital service are 1) Recommend to other person: FHR use and the assistant for follow-up treatment were related positively for out-patient and PHR and FHR use were related positively for out-patient. 2) Revisiting: PHR use and the need of an assistant for follow-up patients were related for them and the PayTV were negatively related. Conclusion: FHR, PHR and assistant system for follow-up patient's condition were very useful factors to increase patient's loyalty.

Keywords

Specialized hospital service;Hospital loyalty;CRM;PRM;PHR;FHR

References

  1. Jae-Kwang Yeom, Chang-Yeol Kang, "The Critical factors on Improvement of Medical Institution Competitiveness", Korea Society of Hospital Administration Vol. 12(1), p1-30, 2007.
  2. An Un-Seok, Choi, Dong-Chun, "A study on the Service Orientation of Medical service Providers", KSMS Vol.6(2) p40, August, 2005
  3. Mee-Young Joung, Hae-Sool Yang, "Effect of customer value on customer loyalty in primary care: focusing on the mediating role of customer satisfaction", The Korea Contents Association Vol. 8 No. 11 p.225-233. 2008. https://doi.org/10.5392/JKCA.2008.8.11.225
  4. Soon-Ok Gam, Jyung-Rewng Park, Myung-Joo Kim, Mi-Kyung Lee, Kyong-Hee Shin, "Evaluation of Hospital Food service with patients' Condition", Journal of the Korean Dietetic Association, 13(2):101-102, 2007.
  5. Han Kyung-il, Kim Bok-Dong, "The effects of Medical Service Market upon the Customer's Choice", p60, 社會科學硏究, Vol.13, 2007.
  6. Hoon-Young Lee, Kee-Taig Jung, Eun-Kyu Shine, Young-Jun Han, "The Impact of Health Service Quality Factors on Patient's Satisfaction According to Duration of Hospitalization", Korea Society of Hospital Administration Vol.13(3) p45, 2008.
  7. Mi Ra Kim, Kee Choon Rhee, "Development of Consumer Satisfaction Scale for outpatients' Medical Services", Korean Society of Consumer Studies Vol.14(2) p197-213, June, 2003.
  8. Center for interoperable EHRs, Director's welcome message [Korea], cited Nov 16, 2008. available from: http://ehrkorea.org
  9. Hulka, B., Zyzansky, S., Cassel, J. & Thomson. S, "Scale for the Measurement of Attitudes toward Physicians and Medical Care, Medical Care 8", pp429-435, 1970. https://doi.org/10.1097/00005650-197009000-00010
  10. Ware, J. E. & Hays, R. D., "Methods For Measuring Patient Satisfaction With Specific Medical Encounters", Medical Care 26(4), pp393-402, 1988. https://doi.org/10.1097/00005650-198804000-00008
  11. Ross, C. K., Steward C. A. & Sinacore, J. M., "The Importance of Patient Preferences in the Measurement of Health Care Satisfaction", Medical Care 31(12), pp1138-1149, 1993. https://doi.org/10.1097/00005650-199312000-00006
  12. Kane, R. L., Maciejewski, M. & Finch, M. "The Relationship of Patient Satisfaction with Care and Clinical Outcomes", Medical Care 35(7), pp.714-730, 1997. https://doi.org/10.1097/00005650-199707000-00005
  13. Dongjun Chung, Minsoo Jung, Jin-Ok Byeon, "Structural Modeling of Hospital Facilities, Medical human power, Patient Satisfaction, and Behavior Intention in Health Care Service", Korean Association of health and Medical Sociology, 19(2):151-178, 2006.
  14. Sung Kwon Bae, Eun Woo Nam, Jae Young Park, "A study on Major Factors on Patient Satisfaction of general Hospitals in Korea - Analysis of factors associated with in Health Service Evaluation Program by the Korean Government", Korea Society of Vol. 10(2), pp.26-44, 2005.
  15. Choi, K. S., H. J. Lee, C. K. Kim and S.H. Lee, "The service quality dimensions and patient satisfaction relationships in south Korea: comparisons across gender, age, and types of service", Journal of Service marketing, Vol.19(3), pp.140-149, 2005. https://doi.org/10.1108/08876040510596812
  16. Yu seung-heum, Hospital management theory and practice (1) , Soo Moon Sa:69, 1998.
  17. Normann, R, "Service Management: Strategy and Leadership in service Business 3rd Edition", John Wiley & Sons, Inc, 2001.