• Journal of the Korea Academia-Industrial cooperation Society
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• v.11 no.3
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• pp.1146-1152
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• 2010

The Korean healthcare industry is rapidly changing along with the competition among hospitals. In the past, hospitals could make profit without designing competitive management strategies. Thus, they did not find importance in listening to customers' voices and identifying their wants. However, nowadays, the increasingly intense competition is encouraging hospitals to seriously consider competitive management strategies and Customer Relationship Management (CRM) activities to gain a competitive advantage and prosper. It tries to compare the expected satisfaction with the satisfaction of out-patient and in-patient and analysis of VOC(Voice of Customer). This survey was done from 27th, April, 2009 to 8th May and each 100 in-patients and out-patients. The paired t-test and descriptive analysis was used to analysis between before and after satisfaction. The result, the replied out-patients were the highest of I.M department, 43% and in-patients, surgery and other department are the highest each 22.0%. Nurses kindness is statistical significant in out-patients. Doctor, Nurse and staff's kindness and rounding service was statistical significant in in-patients. Totally, the satisfaction was lower than expected satisfaction, so the medical care institutions should analyst detailed the patient's satisfaction by VOC.

• Journal of radiological science and technology
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• v.42 no.6
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• pp.497-505
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• 2019

This study analyzed whether satisfaction to healthcare service quality that patients experienced in a general hospital affects recommendation on that hospital. As a result of the analysis, healthcare service quality partially affected patients' satisfaction. In addition, the satisfaction was partially positively correlated with the recommendation intention. This study has implications in that it revealed that satisfaction perceived by patients leads to recommendation intention and it suggested marketing plans necessary for hospital management performance.

• Journal of Digital Convergence
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• v.16 no.6
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• pp.9-18
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• 2018

Recently, the necessity and interest to improve the tourism preparedness for enhancing the quality of foreign tourists is increasing, but the related research is insufficient. The purpose of this study is to identify the preferential improvement elements related to the tourism preparedness of foreign tourists. To do this, we applied the R-IPA analysis to analyze and compare the elements affecting the tourist preparedness according to tourist type and time period. As a result of R-IPA analysis for all tourists, the elements that need to maintain the current quality levels were food, security, transit, shopping, and tourist attractiveness and the elements that need to be improved but low priority were language communication, travel expenses, and tourist information service. As a result of R-IPA analysis by tourist type, for individual tourists it is necessary to maintain current quality levels of transit, food, shopping, tourist attractiveness, and security. For group tourists, it is necessary to maintain current quality levels of accommodation, shopping, tourist attractiveness, and tourist information service, but food needs to be urgent improvement.

• Proceedings of the KAIS Fall Conference
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• 2009.05a
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• pp.405-406
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• 2009

Introduction : 최근 의료기관 내 진료비 정산으로 인한 전산화사업이 적극 추진되면서 각 의료기관은 생성된 자료의 목적과는 무관하게 대량의 자료를 지니고 있으면서도 병원경영과 관련하게 자료를 활용하고 있지 못하다．Objectives : 병원 입원환자의 데이터를 분석하여 입원환자의 이탈요인을 파악하여 이탈을 방지하고 지속적인 의료서비스를 제공할 수 있도록 하고자 한다. Method : 본 연구는 일개병원을 퇴원환자를 대상으로 2006년 1월 1일~2007년 12월 31일 동안의 퇴원환자 데이터를 기반으로 연구되었다. 퇴원환자 38,359명의 병원데이터 베이스를 기반으로 동일 연구기간 외래 누적데이터 375,659건의 외래환자 데이터와 비교하여 퇴원환자 중 재입원 예약 및 외래진료 예약 부도여부를 비교하는 후향적 연구를 수행하였다. 2008년 1월 1일 기준 재입원 예약 및 외래진료 예약부도 발생여부를 기준으로 계속진료환자 그릅과 이탈환자그룹을 생성하였다. 중복을 제거한 총 대상은 3,503명이였다. Discussion :본 연구에서 얻어진 결과를 기초로 퇴원환자의 이탈률이 높은 환자그룹을 집중 관리하여 이탈을 방지하고 관심을 갖고 향후 잠재적 이탈 고객을 다시 유입할 수 있는 많은 방안들이 마련되어야 할 것이다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.11 no.12
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• pp.4954-4961
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• 2010

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.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.10
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• pp.351-357
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• 2019

This study was conducted to evaluate outpatient experiences of a general hospital and help identify the medical service status experienced by the patients in the overall process of outpatient care, and analyze the major factors influencing patient experience and perception. A total of 100 patients having more than 2 outpatient clinic visits at a university hospital from May 14, 2018 to May 28, 2018, were selected to participate in the survey, comprising 60.0% females and 40.0% males. Considering age, majority belonged to the >60 years old age group (53.0%) as compared to <59 years (47.0%). "Hospital is close by" was the highest motivation to visit the hospital (42.0%), followed by "Medical staff is skilled" (36.0%), "Recommended by another hospital" (7.0%), and "Recommended by people" being the lowest (1.0%). Taken together, the results of this study can be used as basic data to identify the issues for providing better patient-centric medical services, and to formulate plans for creating medical services that meet the patient needs and differentiated medical services.

• 대한예방의학회:학술대회논문집
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• 2001.04a
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• pp.1-26
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• 2001

국가 보건의료체계(health care system)가 올바르게 기능하기 위해서는 의료체계를 구성하는 각 요소들간의 유기적인 상호 작용이 대단히 중요하다. 정보체계는 이러한 유기적인 상호 작용을 위해 보건의료체계의 각 영역에서 꼭 필요한 시스템이다. 보건의료 서비스를 효율적으로 생산하기 위해서 투입하는 자원의 개발과 배치 체계는 물론 생산된 보건의료 서비스를 소비자가 효과적으로 이용할 수 있도록 하는 서비스 전달체계(delivery system)의 전과정에서 보건의료정보체계는 중요한 인프라가 되고 있다. 정보체계는 궁극적으로 보건의료체계가 지향하는 목적을 달성할 수 있도록 짜여져야 한다. 다시 말해, 의료체계의 각 하부영역에서 의료이용의 접근성(accessibility), 형평성(equity), 서비스의 의과학적 질(scientific technical quality), 포괄성(comprehensiveness) 등 보건의료체계가 추구하는 가치를 정보체계에서도 그대로 담아 낼 수 있어야 한다. 또한 정보체계를 구축하기 위한 요건으로 각 사업 영역별 표준화, 사업 영역간의 상호관계, 공공과 민간의 역할 분담, 정보 관련 시선과 인력, 정보기술 등의 인프라, 각 사업 영역별 정보화에서 담아야 할 정보 내용(contents, DB) 등에 대한 사전 기획이 수립되어야 한다. 그 동안 보건의료분야의 정보화사업은 1996년부터 보건소기관의 행정, 진료, 보건 업무지원을 위한 보건소정보화사업과, 1995년부터 초고속공공응용서비스 사업의 일환으로 추진해 온 전염병, 혈액유통, 장기이식, 외래진료예약, 원격진료, 응급의료, 원격치매진료 시스템 구축사업 등이 있으며, 응급의료, 혈액관리, 장기이식, 전염병정보, 외래진료예약시스템을 통합한 보건의료정보통합서비스시스템(1998년) 구축사업 등이 있었다. 이러한 사업들에 대해 현재 평가되고 있는 문제점들로는 정보화 사업에 대한 전략과 비젼이 부재한 상태에서 지나치게 정보기술 중심으로 추진되다 보니 보건의료 정보의 공유나 활용이 전혀 이루어지지 않거나 매우 제한적이었고, 시범사업의 경우는 초기 사업을 추진하기 위한 주체가 명확하지 않았고, 관련 인력의 훈련과 양성이 안 되었으며, 사업 확대를 위한 법적 기반의 취약, 정보화 사업이 부실한 데 대한 평가 기준과 대안 제시 등이 매우 취약한 것이 문제점으로 나타났다. 특히, 정보 내용과 DB 구축을 위한 표준화 등에 대한 사전 설계 부재는 개발된 정보시스템의 운영을 결정적으로 어렵게 만든 요인이 되고 있다. 전반적으로 기존의 정보화사업은 사업 추진을 위해서 꼭 필요한 비젼 수립, 비젼에 따른 목표 설정, 전략 개발, 관리체계 구축, 운영방안 수립 등 단계적인 정보화 계획이 부재한 것으로 평가되고 있어 보건의료정보체계 구축을 위한 종합 비젼 기획(ISP)이 시급한 실정이다.

• Korean Journal of Social Welfare Studies
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• v.43 no.2
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• pp.319-344
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• 2012

This study decomposed Concentration Index(CI) and Hiwv Index(HI) of medical care utilization by subgroups: sex, age group, and region. CI and HI were decomposed into "the between group" component, "within group" component, and a residual. The results of analysis are summarized as follows; First, there was no influence of sex on the equity of medical care utilization measured by the numbers of visiting clinic. However, "within group" component of female explained .0441 among HI, .1035. This means that poor women's underutilization of medical care is the important factor in determining its degree of equity. Second, age groups had a decisive effect on the equity of medical care utilization measured by the numbers of visiting clinic. they explained -.0085 among HI, -.0170. Third, internal equality within elderly group was the most important factor in determining HI measured by the medical care cost. Finally, "within group" component of urban area explained .0535 amomg HI, ,1035 measured by medical care cost. This indicated that the urban poor's underutilization of medical care was very important factor in explaining its degree of equity. There was the poor's underutilization of medical care within the groups as female, the elderly, and urban areas. This significantly explained the equity of medical care costs.

• 대한예방의학회:학술대회논문집
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• 2004.10a
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• pp.47.1-47.1
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• 2004

• The Journal of the Korea Contents Association
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• v.11 no.5
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• pp.270-279
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• 2011

This study to analyze differences of cancer patient's health utilizations in medical aid program and national health insurance by analysing health insurance claims data, and identify effects of health care systems. The majors results of the research were as follows. First, cancer patients in medical aid program more used total medical expenditures than in national health insurance mostly by many outpatient visits and long term hospitalization. Second, results of multiple regression, cancer patients in medical aid program more used total expenditures and inpatient expenditures. But, outpatient expenditures weren't different, cancer patients in medical aid program more visited medical institutions and hospitalized long term periods than in national health insurance. Therefore, it is too early to conclude that moral hazard is in health utilizations of medical aid program, because cancer patients in medical aid program many use in benefits for many nonbenefit burdens.