• Title/Summary/Keyword: 불친절

Search Result 13, Processing Time 0.026 seconds

Unkindness Experience of Health Care Provider in Patients with Breast Cancer (유방암 환자의 의료인 관련 불친절 경험)

  • Sohn, Sue-Kyung;Kim, Ick-Jee;Kim, Mi-Sun;Shin, Kyeong-Hee;Lee, Min-Suk;Lee, Eun-Mee
    • Journal of East-West Nursing Research
    • /
    • v.22 no.1
    • /
    • pp.51-59
    • /
    • 2016
  • Purpose: This phenomenological study aimed to identify breast cancer patients' experience of unkindness of healthcare providers. Methods: Ten participants who were diagnosed with breast cancer were recruited to participate in the study and asked to share their experience related to healthcare providers. Data were analyzed using the phenomenological method of Colaizzi. In-depth interviews were conducted from November, 2014 to March, 2015. Results: Seven consistent categories and fourteen theme clusters emerged from collected data. The seven themes were 'being treated thoughtlessly', 'not giving special services for breast cancer patients', 'cold and authoritative manner', 'incomplete explanation', 'not accepting an appeal', 'being sorry for having short consultation hours', and 'unskilled and careless treatment'. Conclusions: It is needed to develop health care services in the view of beneficiaries. This may reduce the patients' experience of unkindness of the healthcare providers and improve the satisfaction of health care service.

Reexamination of Failure Type in Medical Service: Recoverable and Irrecoverable Service (의료서비스 실패유형 재조명: 복구 가능과 복구 불가능 서비스)

  • Yoon, Sung-Wook;Seo, Mi-Ok
    • The Journal of the Korea Contents Association
    • /
    • v.16 no.11
    • /
    • pp.72-82
    • /
    • 2016
  • Various studies have been done in medical service area but they have just focused on the examination of the relationships between cause and effect variables. This study, thus, empirically analyzed qualitative data regarding medical service problems using word cloud technique. The major results of the paper are as follows. The data reveal ten sources in medical service - forced treatment, excess inspection, misdiagnosis, carelessness, inexperienced service, waiting for emergency, reservation problem, unkindness, process problem, and inconvenience. Major words in the category of irrecoverable service failure are misdiagnosis, careless treatment, and inexperienced service whereas those in recoverable service failure are unkind attitude and negative experience in reservation system. Those who experienced a medical service problem are usually engaged in a public act and they make public protests and legal action against very severe problems. The conclusion of this study also suggests a summary, implication, and agenda of the research.

A Study of the Experiences of Unwed Mothers in Interaction with Public Service Professionals: Focusing on the Experiences during Pregnancy, Birth and Child Caring (미혼모들의 경험을 통해 본 공공서비스 전문가들의 미혼모들에 대한 인식: 임신과 출산, 보육 과정에서의 경험을 중심으로)

  • Sung, JungHyun;Kim, HeeJoo;Lee, MeeJung;Park, YoungMee
    • The Journal of the Korea Contents Association
    • /
    • v.16 no.8
    • /
    • pp.404-418
    • /
    • 2016
  • This study aimed to explore negative experiences of unwed mothers in interaction with medical professionals, government officials and nursery teachers who have negative stereotypes about the unwed mothers and to seek ways of improving awareness and attitudes of the professionals. Researchers conducted individual and focus groups interviews with 15 unwed mothers. The results showed that unwed mothers experienced the violation of their maternal and privacy rights and inhospitable services in the interaction with medical professionals. They also had similar experiences with government officials who often had overbearing and discriminatory attitudes toward these mothers, and hardly received useful information. Last, unwed mothers had deep concerns about possibilities and experiences of discrimination against their children by nursery teachers and other parents in day care centers. In conclusion, this study discussed ways of improving awareness and attitudes toward unwed mothers through various medias and supplementary educations.

인터넷 쇼핑몰에서의 불평행동 유형에 따른 효과적인 불평처리방안

  • Park, Myeong-Ho;Jang, Yeong-Hye
    • Proceedings of the Korean DIstribution Association Conference
    • /
    • 2006.08a
    • /
    • pp.21-46
    • /
    • 2006
  • 본 연구에서는 인터넷 쇼핑몰에서 불만족을 경험한 고객들의 불평요인 및 불평행동유형을 파악하고, 쇼핑몰 업체의 불평처리방법에 대한 평가를 바탕으로 효과적인 불평처리방안을 제시하였다. 연구 결과 불평행동을 하는 고객의 유형은 직접행동파, 사적행동파, 소극행동파, 적극행동파 등으로 구분되었다. 이 가운데 사적행동파가 가장 높게 나타나 인터넷 환경에서는 사적행동파에 대한 효과적인 불평처리 방안에 관한 노력이 가장 필요한 것으로 확인되었다. 직접행동파는 해당 쇼핑몰 업체에게 직접 문제해결을 요구하기 때문에 불평처리에 대한 공정성, 불평 후 만족과 충성도 측면에서 가장 효과적인 것으로 확인되었다. 그리고 고객의 모든 불평행동유형에서 가장 심각한 불만족 요인으로는 배송오류 및 지연과 제품결함인 것으로 확인되었지만, 사적행동파와 소극행동파는 부정확한 정보제공과 과장광고 등을 심각하게 생각하고 있었다. 인터넷 쇼핑몰 업체는 불평고객들의 불평해결을 위해 직접적인 접촉을 할 경우 가장 효과적인 불평처리를 할 수 있기 때문에 사적행동파와 소극행동파의 불평행동을 유발하기 위한 노력이 필요하다. 또한 쇼핑몰 관리자의 불친절 및 반응은 심각한 불만족 요인은 아니지만, 배송오류 및 지연과 제품결함과 같은 심각한 불만족요인에 대해서는 직접적인 사과 및 쇼핑몰 관리자의 친절한 태도를 포함하여 현금 환불 등 불평처리를 해야 한다. 그리고 고객의 관점에서 인터넷 쇼핑몰을 보다 편리하고 유용하게 설계할 필요가 있다.

  • PDF

A Study on Construction of Intelligent Transport Systems in City: The Case of Ching-ju (중소도시 지능형 교통정보시스템 구축에 관한 연구 - 충주시를 중심으로 -)

  • Kim Yongbeom;Chung Namho
    • Proceedings of the Safety Management and Science Conference
    • /
    • 2005.05a
    • /
    • pp.65-80
    • /
    • 2005
  • 대부분의 국가들이 노선버스의 운영을 공공부문에서 담당하고 있으나 우리나라를 비롯한 일부에서만 민간이 운영하고 있어 시민들을 위한 공익성만을 추구 할 수는 없는 입장이며 노선의 선정 또한 사업자와 공공이 협의하여 시행할 수밖에 없다. 이를 개선하기 위하여 버스노선 개편, 공동배차제 등 개선방안을 많은 지자체에서 시행하였지만 시민${\cdot}$업체${\cdot}$공공부문에서의 합의 도출은 지난한 상황이며 실행력이 없는 계획이 되고 있음을 여러 사례에서 볼 수 있다. Internet등 통신기술의 급속한 발달에 따라 통신을 통한 의사표출이 자유롭고 용이해지면서 일반지자체의 경우에 전체 민원 중 교통부문이 차지하는 민원이 $50\%$를 상회하고 있으며, 교통민원 중 $45.3\%$가 노선버스의 정시성 확보 및 운전기사의 불친절, 무정차 통과 등에 관한 것으로써 시민들이 가장 알고싶어 하는 사항이 버스의 실시간 운행상황임을 알 수 있었다. 따라서 본 연구에서는 실시간 버스정보제공을 통해 노선버스 이용자들의 대기시간 감소 및 이용편의를 증진시키고, 이를 통해 승용차 이용자를 대중교통수단으로 유도하여 대중교통을 활성화시키는 버스정보시스템(BIS ; Bus Information System)을 정립하며, 충주시 교통여건을 감안한 버스정보시스템 도입전략을 수립하고, 도입에 따른 기대효과를 분석하여 합리적이고 효과적으로 적용할 수 있는 지방자치단체 특히 충주시의 지능형 교통정보 시스템을 마련하는데 그 목적이 있다.

  • PDF

Patient의s Perceptions of Health Professionals의 Unkind Behavior (환자가 지각하는 의료인의 볼친절경험에 관한 연구)

  • 김문실;신윤희
    • Journal of Korean Academy of Nursing
    • /
    • v.22 no.4
    • /
    • pp.421-443
    • /
    • 1992
  • The purpose of this study was to identify patients' perceptions of health professionals' unkind behavior and the effects of this unkind behavior using a Phenomenological research methodology. Understanding of this phenomena should enlighten nurses to interaction and relationship problems between patient and health professionals and thus lead to further research toward enhancing these interaction and relationships. The subjects were 40 adult patients hospitalized in a university hospital in Seoul. They were from 20 to 65 yews old and hospitalized at IM, GS, OS, NS, OB /GY ward. Their hospital days were from 4 to 72. Data were collected from July 29 to August 9, 1991 and from January 6 to 17, 1992. The research questions were “What behavior on the part of health professionals you perceive as unkind and what effect does such behavior have in you\ulcorner”. Responses to the non-structured open-ended questions were audio-recorded during the interviews done by two nurses researchers. Data were analyzed using the phenomenological method of Colazzi. The validity was enhanced by confirmation of the analysis by two nursing clinical researchers, and professor of psychology, and philosophy, all knowledgable of phenomenological research. From the protocols, 146 significant statements about unkind behavior were organized into 38 formulating meanings which were then grouped into six clusters of themes. Patients' Perceived health professional' unkind behavior as being cold, insincere, unconcerned, disregardful, lacking in technical skill, and failing to provide a therapeutic environment. From the protocols, 65 significant statements about the influence of such behavior on patient care were organized into 18 formulating meanings which were then grouped into four clusters of themes. Patients perceived these unkind behavior influencing then emotionally, physically and having negative effects on their compliance with medical and nursing care. The study points to the need for health professionals to understand how their behavior may be perceived by their patients as unkind behavior. Patients perceptions of health professionals' unkind behavior may suggest the opposite desire, that professionals have exellent medical knowledge and skill and that they be sincere, concerned, respectful and warm emotionally toward their patients.

  • PDF

Satisfaction and Preference of School Foodservice on Elementary School 4th, 5th and 6th Grade Students in Gunpo City (군포시 초등학교 고학년의 학교급식 만족도 및 기호도)

  • Yang, Sun-Ae;Jung, Eun-Hee;Rhie, Seung-Gyo
    • Proceedings of the Korean Society of Community Living Science Conference
    • /
    • 2009.09a
    • /
    • pp.78-78
    • /
    • 2009
  • 학교급식에 대한 기호를 충족시키고, 식습관 개선을 위한 방안을 모색하여 급식의 효과를 증대시키기 위한 목적으로 본 연구를 실시하였다. 학교급식으로 제공되는 메뉴를 중심으로 음식의 맛을 잘 표현할 수 있는 4, 5, 6학년(남학생 273명, 여학생 209명)을 대상으로 급식 만족도와 기호도를 조사했다. 전반적인 급식만족도는 5점 척도로 3.20점을 보여 대체로 만족하였으며, 그 이유는 좋아하는 메뉴가 나와서(57%)가 가장 높은 빈도를 보였다. 급식에 바라는 점도 역시 맛있는 음식제공(44%)을 우선 원하는 것으로 나타났다. 불만족의 이유는 싫어하는 메뉴가 나와서(50%), 기다리는 시간이 길어서(23.9%), 청결하지 않아서(13.3%), 배식담당자가 불친절(12.2%)해서의 순이었다. 전반적인 급식만족은 성별에 따른 유의적 차이는 없었으며, 식단에 대한 만족도로서 새로운 메뉴 및 양, 환경 만족도로서 위생환경과 서비스 모두 3.0을 넘는 평균값을 보였다. 음식조리별 기호도를 보면, 밥류는 흰쌀밥(3.59)과 보리밥(3.63)이 기호도가 높았고, 일품요리는 스파게티(3.91)와 김치볶음밥(3.70)이 가장 높은 기호도를 보였으며, 오징어덮밥(2.95)이 가장 낮았다. 국류의 기호도는 어묵국(3.37), 수제비국(3.26)을 비교적 선호했으며, 북어국(2.56)을 가장 낮게 평가하였다. 찌개류는 부대찌개(3.61), 김치찌개(3.56)를 좋아했으며, 탕류는 육개장(3.85), 갈비탕(3.77)을 선호하였다. 볶음류 중에서는 떡볶이(4.05)와 소시지볶음(4.04)을 선호하였고, 잡채는 여학생이 남학생보다 더 좋아하였다. 조림류로 돈육메추리알조림(3.48)은 선호하지만, 생선조림(2.78), 콩조림(2.37)은 기호도가 낮았다. 튀김류는 대부분 높은 점수를 보였고(핫도그 3.80, 돈까스, 3.66), 무침류는 쫄면(3.43), 골뱅이무침(3.05), 찜류는 닭찜(3.61), 고추장갈비찜(3.54), 계란찜(3.51) 순으로 좋아하였으며, 전류는 계란말이(3.93), 김치전(3.57), 쌈류는 무쌈(3.36), 상추쌈(3.25)을 좋아하였다. 샐러드류는 감자샐러드(3.25), 과일떡샐러드(3.39)를 좋아하였고, 후식류는 여학생이 꿀떡(4.06), 메론(4.03)을 선호하였고, 방울토마토(3.44)는 가장 낮은 기호도를 보였다. 대체로 성별 차이는 보이지 않았으나, 육류 및 육가공품에 대한 기호가 높은 반면, 채소류나 어패류의 기호도는 낮으므로 이들을 이용한 다양한 조리법과 새로운 메뉴 개발에 대해 연구할 필요가 있다. 또한 기호도가 낮아도 영양적으로 우수한 음식은 식단에 사용하되 영양교육을 통하여 섭취를 권장하는 방안도 필요하다. 학교급식에 대한 불만족요인을 해소하기 위해서는 메뉴 개선 외에 기다리는 시간을 줄이고, 청결한 위생관리와 친절한 태도 등을 위한 노력이 필요할 것이다.

  • PDF

Perception and Attitudes to Leftover Food at School Food Service -The Elementary School Students in Gwangju Area- (학교급식 잔반에 대한 인식 및 태도 - 광주지역 일부 초등학생을 대상으로 -)

  • Kim, Mi-Sook;Jeon, Eun-Raye;Hwang, Kum-Hee;Jung, Lan-Hee
    • Journal of the Korean Society of Food Science and Nutrition
    • /
    • v.40 no.1
    • /
    • pp.137-147
    • /
    • 2011
  • This study investigated the perception and attitude to leftover food at school food service by the questionnaire survey of the elementary school students in Gwangju area. The school food service satisfaction was neutral and school food service cost and quality was satisfactory. The dissatisfaction of school food service was shown as unkind staffs and a shortage for fruit and beverage. The kinds of leftover food were seasoned vegetables and kimchi. The reasons for leftover food were unfavorite food and the frequency was shown as once or twice a week. For the order of eating food, the subject first ate food they had tried. The highest kind of an unbalanced diet was beans and minor grains. To reduce food waste, many students perceived that tasty food, education by a class teacher in class that it could pollute environment and do us damage, recycling as livestock feed, 'No Plate Waste Day' organized by school would be a feasible method to reduce food waste. The nutrient intake of eaten food was significantly higher for all nutrients in the group receiving food waste education than the control group (p<0.001).

Effect of Work Improvement for Promotion of Outpatient Satisfaction on CT scan (CT 외래환자의 만족도 향상을 위한 업무개선 연구)

  • Han, Man-Seok;Lee, Seung-Youl;Lee, Myeong-Goo;Jeon, Min-Cheol;Cho, Jae-Hwan;Kim, Tae-Hyung
    • Journal of radiological science and technology
    • /
    • v.35 no.1
    • /
    • pp.45-50
    • /
    • 2012
  • Nowadays, most of the hospital serves "one stop service" for CT scan. The patients could be taken the CT scan in the day they register for scan. On the contrary to the time convenience, patients are not satisfied with long waiting time and unkindness of staff. The objective of this study is to improve the patient's satisfaction for the CT scan, by analyzing inconvenience factors and improving the service qualities. From April 1 to August 30 in 2011, we investigated the satisfaction of patients who did examined abdomen CT scan with contrast media. We analyzed the 89 questionnaires before and after the service improvements from them. The worker's kindness, the environment of CT room and understanding about CT scan were answered by questionnaire and the waiting time of a day CT scan was drawn by medical information statistics. Also, the period before improvement was from April to June and the period after improvement was from July to September. And these questionnaire was analyzed through SPSS V. 15.0. In this study, kindness of staff, environment of CT room, intelligibility for CT scan and waiting time was explored and analyzed by SPSS V.15.0. The score of kindness was improved by 32%, satisfaction level of the environment was improved by 52.54%. The understanding level about CT scan was improved by 52.36% and the wating time of a day CT was shortened by 21% through our service enhancement programs. Consequentially, it is considered that these efforts would contribute to increase the revenue of hospital.