Korea Journal of Hospital Management (한국병원경영학회지)

Korean Society of Hospital Management (한국병원경영학회)
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Exploration of Variables Affecting Inpatient Experience Satisfaction: Using a Multiple-Regression and Revised ISA

환자만족도에 영향을 주는 환자경험 변인 탐색: 중회귀 및 수정된 ISA를 통하여

  • Seo, Hyojeong (Department of Psychology at Kyungpook National University)
  • Received : 2022.03.10
  • Accepted : 2022.06.18
  • Published : 2022.06.30
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Abstract

Purposes: This study tried to extract variables affecting patient-experience satisfaction level in hospital situation, using a multiple-regression analysis and ISA(Revised Importance-Satisfaction Analysis), and to explore variables needed to be improved. Methodology: A mobile-based online patient-experience survey was conducted in eleven general hospitals in A city. To test the validity of this test, this data was compared with the data from Health-Insturance Review and Assessment Service. Then, the standardized regression coefficients extracted from a multiple-regression analysis were used as the importance scale to be used in ISA. Finding: Taken together, the areas with the highest contribution for the in-hospital patient-experience satisfaction level were medication and treatment process and hospital environment. In conclusion, the revised ISA which can show satisfaction and importance both with simultaneously and multi-axis way would be useful in hospital improvement activities. Practical Implications: This study tried to develop a mobile-based patient-experience survey, and to extract the major variables affecting patient-satisfaction level and to identify variables need to be improved. Finally, this should help hostipals to prepare the assessment process with various improvement activities.

Keywords

References

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