• 한국병원경영학회지
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• 제16권1호
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• pp.50-76
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• 2011

This study chiefly aims to examine the relations between customer's responsive behavior and service recovery satisfaction in medical service failure. Therefore, this paper deals with the effect of medical service failure severity perceived by customers on complaint behavior and service recovery expectation, the effect of complaint appealing behavior and service recovery expectation on perceived recovery and service recovery satisfaction, and the roles of service recovery(compensation) and recovery fairness as moderating variables. According to the result of this research, it was shown that service failure severity affects complaint behavior and service recovery expectation positively, and compliant behavior and service recovery expectation affects perceived recovery performance and service recovery satisfaction positively. Moreover, the moderating roles of service recovery(compensation) and recovery fairness indicated partially significant results and affected perceived recovery performance and service recovery satisfaction direct positively. The result of this study is expected to provide support when medical institutes establish service recovery strategies.

• 국제지역연구
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• 제13권2호
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• pp.687-711
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• 2009

본 연구는 의료 관광객의 불만을 야기시킬 수 있는 요소를 밝혀내고, 이를 근원적으로 보완할 수 있는 방법을 모색하기 위해 의료 서비스 실패 유형이 회복 수단과 어떠한 상관관계를 가지며 의료 관광객의 신뢰의 형성, 더 나아가 신뢰의 형성을 바탕으로 재이용, 추천, 긍정적 구전의도와 같은 행동의도에까지 어떠한 영향을 미치게 되는가를 규명하여 의료 관광객 관리의 중요성을 시사하며 의료 관광 활성화를 위한 효과적인 마케팅 전략을 수립하고자 하였다. 연구의 주요 분석 결과를 요약하면 다음과 같다. 첫째, 서비스 실패에 대한 서비스 회복은 회복 후 만족에 긍정적인 영향을 미치는 것으로 나타났다. 둘째, 회복 후 만족은 신뢰와 행동의도에 긍정적인 영향을 미치는 것으로 나타났다. 셋째, 회복 후 만족에 의한 신뢰의 형성은 행동의도에 긍정적인 영향을 미치는 것으로 나타났으며 마지막으로, 서비스 회복과 회복 후 만족과의 관계에서 의료 서비스 실패의 조절효과를 분석하였고, 의료 서비스 실패 인지유형은 조절효과를 갖지 못하는 것으로 나타났다.

• 지식경영연구
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• 제11권3호
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• pp.59-76
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• 2010

The knowledge of customer in healthcare service industry is widely accepted as one of the key information for the customers' satisfaction. Previous studies on the customer knowledge about service recovery showed that service providers are having difficulties with standardizing interaction with customer, This study investigated the attribution according to the failure in providing medical services and customer's participation as preceding variable of attribution. A survey was carried out targeting an obesity clinic having high participating rate from May 10 to May 28, 2010. The research results revealed that from whom the responsibility of the service failure originated between the patients and the medical institutions depending on the extent of the patients involvement in service process.

• 보건행정학회지
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• 제32권3호
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• pp.323-329
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• 2022

Background: This study aimed to identify the characteristics of the referral and return of patients to clinics in the endocrinology and cardiology departments at the National Health Insurance Service Ilsan Hospital to evaluate the "referral and return of patients to clinics" program and reduce the rate of returning patients. Methods: From May 2018 to December 2020, we identified the number of visits to referral hospitals and hospital usage status at Ilsan Hospital after returning to clinics. We also identified the patients who returned to Ilsan Hospital within 6 months, defined as "failure to transport," among those recommended to be transported to clinics of the Medical Cooperation Center. Additionally, we evaluated the characteristics of the "failure to transport" patients. Results: Among the returning patients, the rate of visiting Ilsan Hospital within 6 months was higher in cardiology than in endocrinology (25.1% vs. 16.7%). Older age, more severe disease, and more number of visits to the department were associated with a high rate of failure to transport. The rate of failure to return was low in cases diagnosed with hyperlipidemia/lipoprotein metabolism disorder. With respect to diabetes, the rate of failure to transport differed according to each type of diagnosis of diabetes. Conclusion: The success rate of the "referral and return of patient to clinics" program differed based on each patient's characteristics, department of visit, and diagnosis. Individualizing according to the visit department and diagnosis is required to ensure successful transfers, and infrastructure expansion and institutional arrangements must be facilitated.

• 한국콘텐츠학회논문지
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• 제16권11호
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• pp.72-82
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• 2016

지금까지 의료서비스에 대한 다양한 연구가 진행되었지만 기존 연구들은 원인변수와 결과변수와의 관계를 규명하는 데만 초점을 두고 있다. 하지만 의료서비스 문제는 다른 서비스 산업과 상대적으로 비교해볼 때 문제 발생 시 고객이 느끼는 감정은 다를 것이라 예측되며, 최근 의료관광과 더불어 의료서비스의 중요성이 부각되는 시점이다. 이에 본 연구는 의료서비스 문제에 관한 정성적 자료를 실증 분석하였으며, 단어구름기법도 이용하였다. 연구의 주요결과를 살펴보면, 의료서비스 문제는 항목별로 의료과실, 간호사 업무미숙, 무심한 진료, 과잉검사 및 진료, 치료강요 및 거부, 응급대기, 불친절, 예약문제, 프로세스문제, 불편함 등 총 10개의 요인으로 나타났다. 그 중 복구 불가능한 서비스 실패에서 가장 많이 산출된 주요 단어는 의료과실, 무심한 진료, 간호사의 업무미숙 순이며, 복구 가능한 서비스 실패에서는 불친절한 태도와 예약시스템에 관한 부정적 경험의 주요 단어가 가장 많이 도출되었다. 의료서비스 문제 후 고객행동은 대부분 강력한 항의를 하며, 아주 심각한 문제에 대해서는 공개적 항의를 하거나 법적대응을 하는 것으로 나타났다. 본 연구의 결론에서는 연구결과 요약과 시사점, 그리고 향후 연구에 대한 제언을 하였다.

• 보건행정학회지
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• 제26권4호
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• pp.343-351
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• 2016

Background: This study aims to analyze the effects of insurance types on the medical service uses for heart failure inpatients using propensity score matching (PSM). Methods: 2014 National inpatient sample based on health insurance claims data was used in the analysis. PSM was applied to control factors influencing the service uses except insurance types. Negative binomial regression was used after PSM to analyze factors that had influences on the service uses among inpatients. Subjects were divided by health insurance type, national health insurance (NHI) and medical aid (MA). Total charges and length of stay were used to represent the medical service uses. Covariance variables in PSM consist of sociodemographic characteristics (gender, age, Elixhauser comorbidity index) and hospital characteristics (hospital types, number of beds, location, number of doctors per 50 beds). These variables were also used as independent variables in negative binomial regression. Results: After the PSM, length of stay showed statistically significant difference on medical uses between insurance types. Negative binomial regression provided that insurance types, Elixhauser comorbidity index, and number of doctors per 50 beds were significant on the length of stay. Conclusion: This study provided that the service uses, especially length of stay, were differed by insurance types. Health policy makers will be required to prepare interventions to narrow the gap of the service uses between NHI and MA.

• 한국동물위생학회지
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• 제46권1호
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• pp.75-79
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• 2023

An eight-year-old, 28-kg male bull terrier who showed signs of lethargy and cough was referred for further evaluation of congestive heart failure. On presentation, physical examination revealed a systolic murmur at the left apex of the heart. Moreover, chest radiograph evaluation confirmed the mild alveolar and interstitial patterns in the caudal lung lobes and a grossly enlarged left atrium and left ventricle. Electrocardiography showed atrial fibrillation with a wide QRS complex, and transthoracic echocardiography revealed marked enlargement of the left atrium with abnormal morphology of the mitral valve. The thickened, hammer-like appearance and abnormal diastolic motion of the mitral valve leaflets were characterized by decreased leaflet separation and doming of the valve. The diagnosis was mitral stenosis with congestive heart failure and atrial fibrillation. The owner declined interventional valvuloplasty. Medical treatment included furosemide, pimobendan and diltiazem. Regular health check-ups have shown that vitality and clinical signs have improved considerably, and the dog have remained stable for 6 months after the presentation.

• Journal of Korean Neurosurgical Society
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• 제62권2호
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• pp.217-224
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• 2019

Objective : We attempted to discover that Ankylosing spondylitis (AS) has a comprehensive relationship with congestive heart failure and death. Methods : We used a nationwide database managed by the Korean National Health Insurance Service from 2010 to 2014. Twelve thousand nine hundred eighty-eight patients with a diagnosis of AS and 64940 age- and sex- stratified matching subjects without AS were enrolled in the AS and control groups. Incidence probabilities of 6 years congestive heart failure and death in each group were calculated. The Cox proportional hazard regression analysis was used to estimate the hazard ratio. We divided the AS and control groups into subgroups according to sex, age, income, and comorbidities. Results : During the follow-up period, 102 patients (0.79%) in the AS group and 201 patients (0.32%) in the control group developed congestive heart failure (p<0.0001). In addition, 211 (1.62%) subjects in the AS group died during the follow-up period compared to 639 (0.98%) subjects in the control group (p<0.0001). The adjusted hazard ratio of congestive heart failure and death in the AS group was 2.28 (95% confidence interval [CI], 1.80-2.89) and 1.66 (95% CI, 1.42-1.95), respectively. The hazard ratios of congestive heart failure and death were significantly increased in all of the subgroups. Conclusion : The incidence rates of congestive heart failure and death were increased in AS patients.

• 의학교육논단
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• 제21권2호
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• pp.92-99
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• 2019

The aim of this study was to use narrative inquiry to explore the experiences of medical students who faced expulsion, military service, and readmission, and their journeys of identity formation. Three medical students were recruited via snowball sampling, and each participant was interviewed twice. According to the sequence of experiences, their stories were summarized as follows: the process of being expelled, the military service experience and readmission process, and the present. Before all three students were expelled, they lived dissolute lives free of concern from the entrance examination and failed to cope well with dropping out. They felt that military experience had helped them develop interpersonal skills in the clinical setting and the strength to withstand a difficult crisis. Two students were motivated to become doctors after military service, but the other was not. They had reflected deeply over their unique experiences. The scars imprinted from their experiences became a means of stimulation, and they ultimately acquired the resilience and ability to accommodate for and counteract their weaknesses. This appears to have been an important influence on their identity formation. The narrations of their rare experiences can help medical educators more fully understand and support medical students through difficulties, specifically with regard to academic failure or expulsion. These findings may prompt medical professors to think about the kind of guidance or motivation that could help students before expulsion, rather than assuming that they are simply lacking academic ability.

• Korean Journal of Otorhinolaryngology-Head and Neck Surgery
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• 제61권12호
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• pp.702-704
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• 2018

The most common cause of treatment failure in oral cavity cancer is when it is found to have local recurrence, usually occurring in the ipsilateral cervical lymph node. On the contrary, it is extremely rare to find local recurrence in soft tissue metastasis (STM) in the contralateral neck. Furthermore, lung cancer and malignant lymphoma are most commonly confined to their primary sites. The poor general condition increases the likelihood of STM, which indicates bad prognosis. A 72-year-old man with a hard and fixed mass on the right submandibular space visited our clinic. He had received a wide excision with local flapreconstruction for squamous cell carcinoma in the left corner of lower lip 18 months ago. We performed the wide excision with bilateral selective neck dissection (I-III), and he was finally diagnosed as STM from contralateral lip cancer. We report this unique and rare disease entity with a literature review.