• Title/Summary/Keyword: Korea national park

Search Result 34,650, Processing Time 0.079 seconds

A Study on Air Operator Certification and Safety Oversight Audit Program in light of the Convention on International Civil Aviation (시카고협약체계에서의 항공안전평가제도에 관한 연구)

  • Lee, Koo-Hee;Park, Won-Hwa
    • The Korean Journal of Air & Space Law and Policy
    • /
    • v.28 no.1
    • /
    • pp.115-157
    • /
    • 2013
  • Some contracting States of the Convention on International Civil Aviation (commonly known as the Chicago Convention) issue FAOC(Foreign AOC and/or Operations Specifications) and conduct various safety audits for the foreign operators. These FAOC and safety audits on the foreign operators are being expanded to other parts of the world. While this trend is the strengthening measure of aviation safety resulting in the reduction of aircraft accident, it is the source of concern from the legal as well as economic perspectives. FAOC of the USA doubly burdens the other contracting States to the Chicago Convention because it is the requirement other than that prescribed by the Chicago Convention of which provisions are faithfully observed by almost all the contracting States. The Chicago Convention in its Article 33 stipulates that each contracting State recognize the validity of the certificates of airworthiness and licenses issued by other contracting States as long as they meet the minimum standards of the ICAO. Consequently, it is submitted that the unilateral action of the USA, China, Mongolia, Australia, and the Philippines issuing the FOAC to the aircraft of other States is against the Convention. It is worry some that this breach of international law is likely to be followed by the European Union which is believed to be in preparation for its own unilateral application. The ICAO established by the Chicago Convention to be in charge of safe and orderly development of the international civil aviation has been in hard work to both upgrade and emphasize the safe operation of aircraft. As the result of these endeavors, it prepared a new Annex 19 to the Chicago Convention with the title of "Safety Management" and with the applicable date 14 November 2013. It is this Annex and other ICAO documents relevant to the safety that the contracting States to the Chicago Convention have to observe. Otherwise, it is the economical burden due to probable delay in issuing the FOAC and bureaucracies combined with many different paperworks and regulations depending on where the aircraft is flown. It is exactly to avoid this type of confusion and waste that the Chicago Convention aimed at when it was adopted in 1944. The State of the operator shall establish a system for both the certification and the continued surveillance of the operator in accordance with ICAO SARPs to ensure that the required standards of operations are maintained. Certainly the operator shall meet and maintain the requirements established by the States in which it operate. The authority of a State stops where the authority of another State intervenes or where the former has yielded its power by an international agreement for the sake of international cooperation. Hence, it is not within the realm of the State to issue FAOC towards foreign operators for the reason that these foreign operators are flying in and out of the State. Furthermore, there are other safety audits such as ICAO USOAP, IATA IOSA, FAA IASA, and EU SAFA that assure the safe operation of the aircraft, but within the limit of their power and in compliance with the ICAO SARPs. If the safety level of any operator is not satisfactory, the operator could be banned to operate in the contracting States with watchful eyes until the ICAO SARPs are met. This time-honoured practice has been applied without any serious problems. Besides, we have the new Annex 19 to strengthen and upgrade with easy reference for contracting States. We don't have no reason to introduce additional burden to the States by unilateral actions of some States. These actions have to be corrected. On the other hand, when it comes to the carriage of the Personal or Pilot Log Book, the Korean regulation requiring it is in contrast with other relevant provisions of USA, USOAP, IOSA, and SAFA. The Chicago Convention requires in its Articles 29 and 34 only the carriage of the Journey Log Book and some other certificates, but do not mention the Personal Log Book at all. Paragraph 5.1.1.1 of Annex 1 to the Chicago Convention even makes it clear that the carriage in the aircraft of the Personal Log Book is not required on international flights. The unique Korean regulation in this regards giving the unnecessary burden to the national flag air carriers has to be lifted at once.

  • PDF

Actual Clothing Style of Middle school girls According to Self-perception of Their Body Size (여중생의 신체 인식에 따른 착의 의복형태에 관한 연구)

  • Park Woo-Mi;Wee Eun-Hah
    • Journal of Korean Home Economics Education Association
    • /
    • v.18 no.1 s.39
    • /
    • pp.113-125
    • /
    • 2006
  • The purpose of this study was to examine the effects of perception of body size on actual clothing style in middle school girls. To achieve this, this study analyzed self-perception of body size, aspired clothing style, and actual clothing style. By classifying groups into thin and thick, the difference in clothing style according to groups was also analyzed. Subjects of this study were middle school girls in Gwangju and 219 responses were collected from real body measurement and questionnaires. WIN SPSS+10.0 package was used to obtain results. Results are as follows: 1. For the self-perception of body size, middle school girls perceived much thicker in the lower body than the upper body. And they were unsatisfactory about the lower body which was perceived thick. 2. In the correlation of actual and aspired clothing style of middle school girls, they wore a aspired clothing style actually. Their actual or aspired upper clothing style was to cover the skin, exposing or covering a body silhouette. Their lower clothing style was a slacks type that covers a body silhouette and the skin. 3. In selecting actual clothing styles, middle school girls were somewhat affected by self-perceived body size. But they did not prefer the clothing styles perceived thick in girth or big in width in exposing the skin or a body silhouette. On the other hand, as it was perceived long, wearing was increased. frequently wore the upper and lower clothing styles of exposing the skin or a body silhouette than the thick group. But both groups wore the clothing styles of covering the skin or a body silhouette regardless of their thinness and thickness. And when wearing the clothing style of exposing neck and shoulder, middle school girls considered actual body size more than self-perceived size. On the other hand, when wearing the clothing style of exposing arms and silhouette by fitted legs, they considered self-perceived body size more.

  • PDF

A study on Huh-Joon's medical thoughts in Dong-Eui-Bo-Kham (동의보감(東醫寶鑑)을 통한 허준의 의학사상에 관한 고찰)

  • Kwon, Hak-Cheol;Park, Chan-Guk
    • Journal of Korean Medical classics
    • /
    • v.6
    • /
    • pp.89-130
    • /
    • 1993
  • Huh-joon's medical thoughts shown on his medical book of the Doog-Eui-Bo-Kham can be summerized as follows. 1. The general trend of medical science in Koryo dynasty is that much more interests were concentrated upon the books about curative means rather than upon the books about theoretical knowledge of medical science. With the development of Hyang Yak(鄕樂) (the term referring either various kinds of domestic medical stuffs such as herbs or the curative methods using those stuffs) and the writing of books on Hyang Yak, independent medical science of the nation's own was established in late Koryo dynasty. And the national medical science was continuously further developed until early Choson dynasty. Briskly-expanded mutual exchanges with China in early Choson dynasty provided Choson opportunities to import Chinese medical science and to examine it. Under this circumstances, he wrote the Dong-Eui-Bo-Kham. 2. As we look over the preface and Chip-Rae-Muo(集例文), we can find the characterstic of Doog-Eui-Bo-Kham is that the philosophical theory of Taoism was quoted in explaining the principles of his medical science and that the main idea of Naekyuog is the basis in explaining the way of curing diseases. 3. 83 kinds of medical books were quoted in the Doog-Eui-Bo-Kham. Besides, as many as 200 kinds of books including Tao-tzu's teaching books(道書), history books(史書), almanac(曆書), and Confucius' teaching books(儒家書籍) were quoted in total. Naekyuog and Eue-Hak-Ip-Mun, Dan-Kye-Sim-Bup were the most frequently quoted books among them. 4. Huh-Joon's medical thoughts about health care were like these. 1) The reason why Huh-Joon regarded the idea of health care as of great importance was that he laid much more emphasises on the preventive medicines rather than on the remedial medicines. The direct reason was that he was greatly influenced by profound knowledge of Taoist's study of discipline and who participated in the editing the books from the beginning. 2) Huh-Joon's outlook on human body started from the theory of "Unity of Heaven and Man"(天人合一論), which implied man was a kind of miniature universe. In addition to that, he largely theory of essence(精), vital force(氣), and spirit(神) which were regarded very important as the three most valuable properties in Taoism. However, he took his medical ground on practical and pragmatic idea that he did not discuss fundamental essence(元精), fundamental vital force(元氣), and fundamental spirit(元神) which were given by Heaven from the received only the theory of essence, vital force, and spirit which were acquired after birth and worked mainly on realistic activity of life. 3) Huh-loon accepted Do-In-Bup(導引法) sharply as a method to prevent and cure diseases. 5. Huh-loon's medical thoughts on remedial aspects are as 1) Naekyung was considered so important in Dong-Eui-Bo-Kham that not only each paragraph was begun with the Quotations from Nackyung but also the edited order of the content of the book the same with that of Naekyung. And differently from the former korean medical books he accepted at large and recorded the theories of the four noted physicians of the Geum-Won era(金元四大家) by Dong-Eui-Bo-Kham. 2) For the first time, Huh-Joon introduced the theory of Un-Ki (運氣論) in the Dong-Eui-Bo-Kahm. However, he accepted it as a pathological function of human body but he did not apply physical constitution, physiological function, pathological function, and remedial methods. 3) Huh-loon liked to use Hyang Yak that he recorded korean name of Hyang Yak(鄕名), places of the production(産地), the time of collecting(採取時月), and the way of drying herbs(陰陽乾正法) in the remedial method of a single medicine prescription for diseases at the end of each paragraph. By doing so, he developed, arranged, and revived Hyang Yak. 4) He believed that since the natural features of China were different from those of Korea the reasons of being attacked with its remedial methods couldn't be the same with different from Chinese medical books which primarily focused on paralysis and the injury of the cold has his own structure in his book that he founded independent science of this nation. He consulted enormous documents He discovered and wrote the theory and therefore concrete methods for diseases so that the book hadthe principles of outbreak of diseases(理), methods of cure(法), prescription(方), and a single medicine prescription(藥) and set system of medical science in a good order. By doing so, he and pragmatic development of medical science.

  • PDF

Growth and Physiological Response of Three Evergreen Shrubs to De-icing Salt(CaCl2) at Different Concentrations in Winter - Focusing on Euonymus japonica, Rhodoendron indicum, and Buxus koreana - (겨울철 염화칼슘(CaCl2) 처리에 따른 가로변 3가지 상록 관목류의 생육 및 생리반응 - 사철나무, 영산홍, 회양목을 중심으로 -)

  • Ju, Jin-Hee;Park, Ji-Yeon;Xu, Hui;Lee, Eun-Yeob;Hyun, Kyoung-Hak;Jung, Jong-Suk;Choi, Eun-Young;Yoon, Yong-Han
    • Journal of the Korean Institute of Landscape Architecture
    • /
    • v.44 no.2
    • /
    • pp.122-129
    • /
    • 2016
  • It is important to know the sensitivity of shrubs to de-icing salt in order to set guidelines for ecological tolerance of evergreen shrubs along roads. Therefore, the aim of this study was to investigate the influence of de-icing salt, calcium chloride($CaCl_2$), on the growth and physiological characteristics of three evergreen shrubs, Euonymus japonica, Rhododendron indicum, and Buxus koreana. Plants were exposed to calcium chloride at different concentrations(weight percentage, 0% as control, 1.0%, 3.0%, and 5.0%) through amended soil maintained from the start of the experiment in October of 2014 until termination in March of 2015. The survival rate, plant height, leaf length, leaf width, leaf shape index, number of leaves, fresh weight, dry weight, dry matter, root/top ratio, chlorophyll contents, fluorescence, photosynthesis, stomatal conduct, and transpiration rate were recorded. Elevated calcium chloride concentrations decreased plant height, leaf length, leaf width, leaf shape index, fresh weight, dry weight, dry matter, and R/T ratio of the three shrubs. Root growth responded more sensitively than the top growth to salinity. However Euonymus japonica was more tolerant to salt stress than Rhododendron indicum and Buxus koreana. Their growths were totally inhibited by $CaCl_2$ above 3.0% and 1.0% concentrations, respectively. Chlorophyll content, fluorescence, photosynthesis, stomatal conduct, and transpiration rate of both Rhododendron indicum and Buxus koreana were reduced sharply, while Euonymus japonica exhibited mild reductions compared to plants grown in control when increasing calcium chloride was used. Especially, the transpiration rates of Rhododendron indicum, and the photosynthesis and stomatal conduct of Buxus koreana were suppressed as the concentrations of calcium chloride increased. Therefore, Euonymus japonica should be considered as an ecologically tolerant species with proven tolerance to de-icing salt.

Recognition and Request for Medical Direction by 119 Emergency Medical Technicians (119 구급대원들이 지각하는 의료지도의 필요성 인식과 요구도)

  • Park, Joo-Ho
    • The Korean Journal of Emergency Medical Services
    • /
    • v.15 no.3
    • /
    • pp.31-44
    • /
    • 2011
  • Purpose : The purpose of emergency medical services(EMS) is to save human lives and assure the completeness of the body in emergency situations. Those who have been qualified on medical practice to perform such treatment as there is the risk of human life and possibility of major physical and mental injuries that could result from the urgency of time and invasiveness inflicted upon the body. In the emergency medical activities, 119 emergency medical technicians mainly perform the task but they are not able to perform such task independently and they are mandatory to receive medical direction. The purpose of this study is to examine the recognition and request for medical direction by 119 emergency medical technicians in order to provide basic information on the development of medical direction program suitable to the characteristics of EMS as well as for the studies on EMS for the sake of efficient operation of pre-hospital EMS. Method : Questionnaire via e-mail was conducted during July 1-31, 2010 for 675 participants who are emergency medical technicians, nurses and other emergency crews in Gyeongbuk. The effective 171 responses were used for the final analysis. In regards to the emergency medical technicians' scope of responsibilities defined in Attached Form 14, Enforcement regulations of EMS, t-test analysis was conducted by using the means and standard deviation of the level of request for medical direction on the scope of responsibilities of Level 1 & Level 2 emergency medical technicians as the scale of medical direction request. The general characteristics, experience result, the reason for necessity, emergency medical technicians & medical director request level, medical direction method, the place of work of the medical director, feedback content and improvement plan request level were analyzed through frequency and percentage. The level of experience in medical direction and necessity were analyzed through ${\chi}^2$ test. Results : In regards to the medical direction experience per qualification, the experience was the highest with 53.3% for Level 1 emergency medical technicians and 80.3% responded that experience was helpful. As for the recognition on the necessity of medical direction, 71.3% responded as "necessary" and it turned out to be the highest of 76.9% in nurses. As for the reason for responding "necessary", the reason for reducing the risk and side-effects from EMS for patients was the largest(75.4%), and the reason of EMS delay due to the request of medical direction was the highest(71.4%) for the reason for responding "not necessary". In regards to the request level of the task scope of emergency medical technicians, injection of certain amount of solution during a state of shock was the highest($3.10{\pm}.96$) for Level 1 emergency rescuers, and the endotracheal intubation was the highest($3.12{\pm}1.03$) for nurses, and the sublingual administration of nitroglycerine(NTG) during chest pain was the highest($2.62{\pm}1.02$) for Level 2 emergency medical technicians, and regulation of heartbeat using AED was the highest($2.76{\pm}.99$) for other emergency crews. For the revitalization of medical direction, the improvement in the capability of EMS(78.9%) was requested from emergency crew, and the ability to evaluate the medical state of patient was the highest(80.1%) in the level of request for medical director. The prehospital and direct medical direction was the highest(60.8%) for medical direction method, and the emergency medical facility was the highest(52.0%) for the placement of medical director, and the evaluation of appropriateness of EMS was the highest(66.1%) for the feedback content, and the reinforcement of emergency crew(emergency medical technicians) personnel was the highest(69.0%) for the improvement plan. Conclusion : The medical direction is an important policy in the prehospital EMS activity because 119 emergency medical technicians agreed the necessity of medical direction and over 80% of those who experienced medical direction said it was helpful. In addition, the simulation training program using algorithm and case study through feedback are necessary in order to enhance the technical capability of ambulance teams on the item of professional EMS with high level of request in the task scope of emergency medical technicians, and recognition of medical direction is the essence of the EMS field. In regards to revitalizing medical direction, the improvement of the task performance capability of 119 emergency medical technicians and medical directors, reinforcement of emergency medical activity personnel, assurance of trust between emergency medical technicians and the emergency physician, and search for professional operation plan of medical direction center are needed to expand the direct medical direction method for possible treatment beforehand through the participation by medical director even at the step in which emergency situation report is received.

The Effects of Seaweed Gongjindan on Estrogen like Activities, Platelet Aggregation and Serum Lipid Levels in Ovariectomized Rats (해조공진단의 에스트로겐 유사활성 및 난소를 절제한 흰쥐의 혈소판 응집과 혈청 내 지질 조성에 미치는 영향)

  • Jeon, Myeongjeong;Kim, Seoyeon;Kim, Bo-Kyung;Cheon, Jihyeon;Park, Seong-Hwan;Oh, Eunjin;Lee, Sang-Hyeon;Kim, Mihyang
    • Journal of Life Science
    • /
    • v.23 no.9
    • /
    • pp.1155-1162
    • /
    • 2013
  • Estrogen like activities were evaluated using ethanol and hot water extracts of gongjindan (GJD) and 3 types of brown algae by an in vitro detection system. Laminaria japonica and Undaria pinnatifida represented statistically significant (p<0.001) estrogen like activities, while GJD and Ecklonia stolonifera did not. Furthermore, activities of hot water extracts ($500{\mu}g/ml$) of Laminaria japonica and three mixture (Ecklonia stolonifera : Undaria pinnatifida : Laminaria japonica, 1: 1: 1) were stronger than that of $10^{-7}M$ $17{\beta}$-estradiol. These results suggest that Laminaria japonica contain estrogen like compounds. Based on these results, the prepared seaweed GJD were used for animal experiments about the effects on inhibition of platelet aggregation and serum lipid levels in ovariectomized rats. 9-week Old female SD-rats were randomly assigned to 3 groups as sham-operated rats, ovariectomized rats and ovariectomized rats that were treated with GJD. The rats were placed on prescribed diets for 5 weeks following ovariectomy. Total cholesterol and triglyceride contents on serum decreased in the SHAM group compared to the OVX-CON group. 5 weeks feeding of GJD resulted in significant lowering of triglyceride and a decreasing tendency of total cholesterol level. The level of HDL-cholesterol on serum increased significantly by feeding diets containing the GJD. The ability of platelet aggregation of group treated with GJD was less than that of the OVX-CON group. These results suggest that the beneficial effects of seaweed gongjindan may be used to improve menopausal syndrome.

Repeated Records Animal Model to Estimate Genetic Parameters of Ultrasound Measurement Traits in Hanwoo Cows (반복모형을 이용한 한우 초음파 측정형질의 유전모수추정)

  • Park, Cheol-Hyeon;Koo, Yang-Mo;Kim, Byung-Woo;Sun, Du-Won;Kim, Jung-Il;Song, Chi-Eun;Lee, Ki-Hwan;Lee, Jae-Youn;Jeoung, Yeoung-Ho;Lee, Jung-Gyu
    • Journal of Animal Science and Technology
    • /
    • v.54 no.2
    • /
    • pp.71-75
    • /
    • 2012
  • The present study data were obtained from 36,894 cows in Korea Animal Improvement Association from 2001 to 2009 which was subjected for ultrasound measurements (eye muscle area, back-fat thickness, marbling score) and descent. Repeated record models were carried out using 7,913 of 36,894 of total animal traits. The ultrasound measured traits and performance test data were used to study the chest girth, body condition score, eye muscle area, back-fat thickness and marbling score with genetic correlation and parameters for the ultrasound measured traits using REMLF90 program. Genetic correlation of eye muscle area with back-fat thickness, marbling score and back-fat thickness with marbling score were noticed in repeated records animal model as 0.69, 0.54, and 0.59, whereas in multiple trait animal model method were 0.07, 0.66, and 0.39, respectively. Repeated records of animal models were used as positive correlation of traits. Multiple trait animal models were used as negative correlation of eye muscle area with marbling score. The analysis on repeat records of animal models using ultrasound measurements about Korean cattle showed positive effects for each traits. In comparison differences between the repeat records of animal models and multiple trait animal models was found with higher traits of her, the heritability and repeatability was found higher in repeat records animal models. In light of these assessments, carcass traits by ultrasound measurements are expected to help and improve an accurate analysis of each trait and if the research analysis using repeat records of animal models continue when we estimate genetic ability of these traits.

Analysis on elements of policy changes in character industry (캐릭터산업의 정책변인연구)

  • Han, Chang-Wan
    • Cartoon and Animation Studies
    • /
    • s.33
    • /
    • pp.597-616
    • /
    • 2013
  • Character industry is not only knowledge-based industry chiefly with copyrights but also motive power for creative economy to take a role functionally over the fields of industries because it has industrial characteristic as complement product to promote sale value in manufacturing industry and service industry and increase profit on sales. Since 2003, the national policy related to character has aimed to maximize effect among connected industries, extend its business abroad, enforce copyrights through the improvement of marketing system, develop industrial infrastructure through raising quality of character products. With the result of this policy, the successful cases of connected contents have been crystallized and domestic character industry has stepped up methodically since 2007. It is needed to reset the scales of character industry and industrial stats because there are more know-how of self industry promotion and more related characters through strategy of market departmentalization starting with cartoon, animation, games, novels, movies and musicals. Especially, The Korea government set our target for 'Global Top Five Character Power' since 2009 and has started to carry out to find global star characters, support to establish network among connected industries, diversify promotion channels, and develop licensing business. Particularly, since 2013, There have been prospered the indoor character theme park with time management just like character experimental marketing or Kids cafes using characters, the demand market of digital character focusing on SNS emoticon, and the performance market for character musical consistently. Moreover, The domestic and foreign illegal black markets on off-line have been enlarged, so we need another policy alternative. To prepare for the era of exploding character demand market and diversifying platform, it is needed to set up a solid strategy that is required the elements of policy changes in character industry to vitalize character industry and support new character design and connected contents. the following shows that the elements of policy changes related to the existing policy, the current position of market. Nowadays, the elements of policy changes in domestic character industry are that variety of consumers in the digital character market according to platform diversification, Convergence contents of character goods for the Korean waves, legalization of the illegal black contents market, and controling the tendency of consumers in departmentalized market. This can help find the policy issue entirely deferent with the existing character powers like US, Japan or Europe. In its final analysis, the alternatives are the promotion of models with contract copyrights of domestic and foreign connected contents, the diversification of profit models of platform economy, the additive development of target market related to enlarging the Korean waves, and the strategy of character market for the age-specific tendency according to developing character demand market.

Assessment of Topographic Normalization in Jeju Island with Landsat 7 ETM+ and ASTER GDEM Data (Landsat 7 ETM+ 영상과 ASTER GDEM 자료를 이용한 제주도 지역의 지형보정 효과 분석)

  • Hyun, Chang-Uk;Park, Hyeong-Dong
    • Korean Journal of Remote Sensing
    • /
    • v.28 no.4
    • /
    • pp.393-407
    • /
    • 2012
  • This study focuses on the correction of topographic effects caused by a combination of solar elevation and azimuth, and topographic relief in single optical remote sensing imagery, and by a combination of changes in position of the sun and topographic relief in comparative analysis of multi-temporal imageries. For the Jeju Island, Republic of Korea, where Mt. Halla and various cinder cones are located, a Landsat 7 ETM+ imagery and ASTER GDEM data were used to normalize the topographic effects on the imagery, using two topographic normalization methods: cosine correction assuming a Lambertian condition and assuming a non-Lambertian c-correction, with kernel sizes of $3{\times}3$, $5{\times}5$, $7{\times}7$, and $9{\times}9$ pixels. The effects of each correction method and kernel size were then evaluated. The c-correction with a kernel size of $7{\times}7$ produced the best result in the case of a land area with various land-cover types. For a land-cover type of forest extracted from an unsupervised classification result using the ISODATA method, the c-correction with a kernel size of $9{\times}9$ produced the best result, and this topographic normalization for a single land cover type yielded better compensation for topographic effects than in the case of an area with various land-cover types. In applying the relative radiometric normalization to topographically normalized three multi-temporal imageries, more invariant spectral reflectance was obtained for infrared bands and the spectral reflectance patterns were preserved in visible bands, compared with un-normalized imageries. The results show that c-correction considering the remaining reflectance energy from adjacent topography or imperfect atmospheric correction yielded superior normalization results than cosine correction. The normalization results were also improved by increasing the kernel size to compensate for vertical and horizontal errors, and for displacement between satellite imagery and ASTER GDEM.

Analysis of the Issues received by Quality Improvement Department and their Management in a Medical Center (일 의료원의 통합 고충처리센터 접수 내용과 이에 대한 해결방안 분석)

  • Tark, Kwan-Chul;Park, Hyun-Ju;Chun, Ja-Hae;Kang, Eun-Sook;Moon, Ju-Young;Choi, Mi-Young;Kim, Hyun-Ju;Kang, Jin-Kyung
    • Quality Improvement in Health Care
    • /
    • v.7 no.1
    • /
    • pp.118-131
    • /
    • 2000
  • Background : A continuous healthcare quality improvement is needed to provide high quality healthcare service as well as to maintain trust in terms of satisfying the needs of the patients. Recently it also became an essential issue. in hospital management, recognized for it's competitive potentiality among healthcare organization groups. This study was conducted to analyze patient complaints and issues received by the Quality Improvement Department. Its purpose is to improve healthcare qualities within the hospital, as well as establish policies and appropriate strategies in hospital management. Method : From July 1st to September 30th of the year 1999, we analyzed all complaints and issues made by various patients and their families, which were received through 24 hour phone consultation, numerous suggestion boxes, letters and E-mails, The issues were classified into 16 different categories based on a Patient Satisfaction Assessment Tool. All data were segregated according to the departmental frequencies and their contents. To come up with for environmental and patient satisfaction improvement, all complaints or issues were communicated with hospital administrators, medical and nursing staff and employees. Comprehensive customer satisfaction activities including improving phone etiquette were discussed in Customer Satisfaction Team, CQI Team and each Department. All opportunities for improvement were implemented. Feedback actions were discussed. Results : A total of 317 cases were collected. Issues regarding parking and other accommodation facilities were most common complaints that were 14.5% of total. Issues regarding admission rooms (10.7%), admission procedures (10.7%), waiting room environment (8.8%), nurses and nurse assistants (7.6%), physicians (6.6%) and others (23%) followed. Thirteen of 45 departments received more than 8 complaints. The Nursing Department had the most complaint, receiving 9.8% of total complaints. Complaints regarding the Nursing Department were predominantly related to the environment of patient rooms. The Department of Psychiatry for phone etiquette (4.7%), Department of Otolaryngology for the nursing staff's attitude and phone etiquette (4.4%), and the Admission Department followed. As a part of efforts to improve patient satisfaction, a new parking structure was built and reallocation of the parking space was done. Renovation of other accommodation facilities were carried out by hospital administration, Monthly phone call and answering attitude survey was done by QI Department. Based on this survey we made a phone etiquette manual and distributed throughout the hospital. Compare to the last year, Patient Satisfaction Index measured by Korea Productivity Center using National Customer Satisfaction Index was improved 7 points. According to our organization's own study, we confirmed the phone etiquette was improved 11% than last year. Conclusions : Issues related to parking and other accommodation facilities ranked first followed by complaints made regarding the patient care area, the admission and cashier process, and nurses' and doctors' attitude. The Nursing and Psychiatry Departments need improvement regarding phone etiquette. Results were shared and played a vital role in policymaking and strategic planning of the hospital. It is imperative that we keep our database updated by listening to and solving the needs of each patient. The CQI activities can be achieved only by full commitment of the hospital top management supported by related personal.

  • PDF