융합정보논문지 (Journal of Convergence for Information Technology)

중소기업융합학회 (Convergence Society for SMB)
권호 표지
DOI QR코드

DOI QR Code

입원환자들의 병원이용 만족도와 의료서비스 제공과정 간의 관계

Relationship between Hospital Use Satisfaction and Medical Service Provision Process

  • 하오현 (부산디지털대학교 보건행정학과) ;
  • 박기혁 (부산가톨릭대학교 병원경영학과)
  • Ha, Au-Hyun (Department of Health Administration, Busan Digital University) ;
  • Park, Ki-Hyeok (Department of Health Care Management, Catholic University of Pusan)
  • 투고 : 2019.12.12
  • 심사 : 2020.01.20
  • 발행 : 2020.01.28
PDF 다운로드
⟨ 이전 논문 다음 논문 ⟩

초록

본 연구는 실천적 측면에서 궁극적으로 소비자 중심인 고객만족경영을 위한 병원의 경영환경 개선 방향성을 제시할 목적으로 병원이용에 대한 최종적인 충족상태를 기대수준 대비 이용 후 만족도로 측정하여 입원 의료서비스 제공과정과의 관계를 분석하였다. 연구방법은 300병상 미만의 병원 및 종합병원에서 입원진료를 한 환자를 대상으로 2018년 9월 10일부터 9월 30일까지 자료를 수집하여, t-test와 분산분석(ANOVA), 그리고 로지스틱 회귀분석(Logistic Regression)을 실시하였다. 분석결과, 입원이용 결정이유는 병원브랜드가 가장 많았고 그다음으로 의사브랜드이었으며, 입원 의료서비스 제공과정에 대한 만족도는 일반적 특성에 따른 통계학적 차이를 보이지 않았다. 병원이용에 대한 최종적인 충족상태인 기대수준 대비 만족 유무에는 입원 의료서비스 제공과정 중 입원 진행 절차가 유의하게 영향관계가 있는 것으로 확인되었다.

This study aims to provide direction for improvement of the hospital's management environment for customer satisfaction management, which is ultimately consumer-oriented in practice. this study was analyzed the relationship between hospital use satisfaction relative to expected level and medical service provision process for inpatients. The study method collected data from September 10 to September 30, 2018 for patients with inpatient care at hospitals and general hospitals under 300 beds, and conducted a t-test, ANOVA, and logistic regression. According to the analysis, hospital brands were the most frequently chosen reason for hospitalization, followed by doctor brands. The satisfaction level of the inpatient medical service provision process showed no statistical differences depending on the general characteristics. It has been confirmed that the hospital's satisfaction level relative to the expected level of inpatients has a causal relationship that significantly affects the hospitalized procedure the course of the provision of medical services.

키워드

참고문헌

  1. A. Donabedian. (1988). The Quality of Care. Journal of The American Medical Association, 260(12), 1743-1748. https://doi.org/10.1001/jama.1988.03410120089033
  2. I. K. Kee, C. Y. Park, Y. M. Chae, H. J. Lee & D. K. Kim. (1997). Comparisons of patients' selection and satisfaction between corporate and university hospitals. Health Policy and Management, 7(1), 32-54.
  3. J. I. Hwang & H. A, Park. (2001). Patient Satisfaction as an Outcome Indicator. Korean Journal of Adult Nursing, 13(1), 29-39.
  4. M. A. Lee. S. W. Gong & S. J. Cho. (2012). Relationship among Nursing Service Quality, Medical Service Satisfaction, and Hospital Revisit Intent, and Revisiting Intent. The Journal of Korean Nursing Administration Academic Society, 18(1), 96-105. DOI : 10.11111/jkana.2012.18.1.96
  5. K. S. Choi. S. H. Lee. J. M. Nam & W. H. Cho. (2000). Structural Modeling of Quality, Satisfaction, Value and Purchase Intention in Health Care Service. Journal of Preventive, Medicine and Public Health, 33(4), 426-435.
  6. S, J, Yoon. S. H. Yu. Y. H. Kim & J. J. Lee. (2004). A study for the factors on choosing hospitals and patients satisfaction between Geriatric Hospitals and General Hospitals. Korean Journal of Hospital Management, 9(2), 46-75.
  7. I. W. Kang. (1997). A study on the patient satisfaction for nursing care in a general hospital. The Journal of Korean Nursing Administration Academic Society, 3(2), 137-150.
  8. KOIHA. (2018). Period 3 Acute Hospital Accreditation Standards. 227-228.
  9. HIRA. (2019). 2019(the second) Detailed action plan for patient experience assessment. 1-13.
  10. https://aq.hira.or.kr/hira_aq/index.jsp
  11. A. R. Westbrock. (1996). Intrapersonal Affective Influences Consumer Satisfaction with Products. Journal of Consumer Research, 7(1), 49. DOI : 10.1086/208792
  12. S. Strasser & R. M. Davis. (1991). Measuring Patient Satisfaction for Improved Patient Service. Ann Arbor MI, Health Administration Press, 65-70.
  13. Linder Peltzs. (1982). Toward of patient theory and satisfaction,. Social science medical, 583-589. DOI : 10.1016/0277-9536(82)90311-2
  14. L. Karen. Katz Blaair M. Larson and Richard C. Larson. (1991). Prescription for the Waiting-in-Line Blues: Entertain, Enlighen and Engage. Sloon Management Review, Winter, 44-53.
  15. G. H. Lee. (2010). Patient Satisfaction for Development of the Marketing Strategies of a Medium-sized Hospital. Master's thesis. Kyung-Won University, Gyeonggi Province, 34-38.
  16. J. S. Lee. (2010). Study on the patients' satisfaction at medical service and intention of reuse of hospital, Master's thesis, Hanyang University, Seoul, 37-39.
  17. S. W. Jung. T. J. Seo. H. J. Lee. & K. J. Lee. (2005). Original Articles: Determinants of Patient Satisfaction and Intent to Revisit at National University Hospitals in Korea. Korean Journal of Hospital Management, 10(2), 1-25.
  18. E. J. Hwang & I. O. Sim. (2016). Structural Equation Modeling for Public Hospital Quality of Care, Image, Role Performance, Satisfaction, Intent to (Re)visit, and Intent to Recommend Hospital as Perceived by Community Residents. Journal of Korean Academy of Nursing, 46(1), 118-127. DOI : 10.4040/jkan.2016.46.1.118
  19. S. Y. Kim. W. D. Kim & S. M. Lee. (2017). The Relation of Communication Types of Nurses, Satisfaction on Nursing Services and Intent to Revisit the Hospital Perceived by Patients Admitted to Comprehensive Nursing Care Service. Journal of the Korea Academia-Industrial cooperation Society, 18(1), 321-331. DOI : 10.5762/KAIS.2017.18.11.321
  20. Y. L. Yang & E. G. Oh. (2015). Health Communication Style, Competence, and Satisfaction of Hospital Outpatients. Korean J Health Commun, 10(2), 163-172. DOI : 10.15715/kjhcom.2015.10.2.163