Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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Patient Experience and the Hawthorne Effect on Healthcare Service Process Innovation

의료서비스 프로세스 혁신을 위한 환자경험과 호오손 효과

  • Lee, DonHee (Department of Business Administration, Inha University)
  • Received : 2018.07.05
  • Accepted : 2018.08.01
  • Published : 2018.09.30
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Abstract

Purpose: The purpose of this study is to examine the Hawthorne effect on healthcare service process innovation, by investing the difference between checklist items of patients and doctors on direct clinical observations (DCO) and the retrospective clinical review (RCR). Methods: The data set consisted of 30 patients and 30 doctors respondents. T-tests were used to perform a comparative analysis of DCO and RCR items between patients and doctors by pre and post examinations. Results: The results indicate that there was a difference between the non-prior notice checklist items of the patients and doctors, while there was no difference of the post-examination checklist items between the patients and doctors. Conclusion: This study provides useful information and can be applied to the improvement of patient experience through healthcare service process innovation. The results of this study also offer practical insights about how hospitals can motivate providers to participate in healthcare service process for improved quality care by the Hawthorne effect. The study contributes to the existing knowledge of the Hawthorne effect for effective strategies for providing quality care.

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