• Quality Improvement in Health Care
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• v.4 no.1
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• pp.64-80
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• 1997

Background : An important issue in health care today is in trying to center service around the hospitalized patient. There is a "Kindness Movement" developing now, where in the focus of Health Care is being changed from simply treating the basic physical needs of the patient with sophisticated technology, to keeping emotional well being healthy with more humane and attentive treatment. In our attempt to reach the goal of a completely satisfied patient, we undertook a study of the common complaints of patients, and the subsequent nature of the interventions. Method : The study was carried out in two stages, first the patients made known their complaints by filling out questionnaires, then we collected data on the attempts to alleviate the complaints. The questionnaire provided 19 different complaints, which were then analysed for such variables as content, source of complaint, persons treating the complaint, and length of time and method used to solve the complaint. Results : 1. The Chief complaints made by patients(99.1%) were of physical discomfort, such as pain, nausea, vomiting, indigestion, diarrhea and constipation. 2. The complaints were voiced primarily by either of the patient's family, or by the patients themselves(78.4). 3. The complaints were intervened by nurses alone(53.5%), physicians alone(25.5%), or by nurses and physicians together(19.25%). 4, The method by which the complaints were resolved included the utilization of prescriptions(55.7%), further explanation and education(25. 5%) and notification after treatment(13.2%). 5. Most complaints were voiced during the dayshift(42.6%, 7:00-15:00), followed by the evening shift(36.0% 15:00~22:00), and then the nightshift(21.3 %, 22:00-07:00). 6. The time required for successful resolution of the patient's problems varied from 10~88.9min, according to the nature of the complaint. Conclusion : Hopefully by knowing beforehand the nature of both complaint and intervention, we can anticipate problems and shorten reaction time, in order to provide for a more satisfied patient.

• Journal of Sasang Constitutional Medicine
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• v.34 no.4
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• pp.68-80
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• 2022

Objectives This study is to report a significant improvement in a Taeeumin patient with systemic contact dermatitis after eating urushiol chicken by herbal medicine treatment. Methods The patient had complaints of erythema, swelling, pruritus, scaly skin, and facial flushing. We treated the patient with an herbal medicine 'Galgeunhaegi-tang' for three months. We evaluated the treatment outcome of systemic contact dermatitis using the Three Item Severity(TIS) score every visit and facial flushing by Image color summarizer at the first and last visit. Results After the treatment, the severity of the patient's skin complaints lessened from moderate to mild. The Image color summarizer showed a minor decrease in the normalized red color level and a significant increase in the brightness level and facial color percentage. Conclusions The patient diagnosed with systemic contact dermatitis, treated with Galgeunhaegi-tang for three months, showed a significant improvement in skin complaints with brighter and even facial color.

• Quality Improvement in Health Care
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• v.7 no.1
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• pp.118-131
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• 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.

• Quality Improvement in Health Care
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• v.26 no.1
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• pp.35-45
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• 2020

Purpose: This study was conducted to identify patients' dissatisfaction with health care through a content analysis of newspaper articles published between 1990 and 2015. It focused on developing a systematic coding scheme for content analysis as well as exploring changes over time. Methods: Among articles published by 8 major national newspapers, our content analysis used those that specifically covered the dissatisfaction of patients. Coding taxonomy was developed in two domains: (1) contents of dissatisfaction and (2) special circumstances and groups where complaints were filed. All articles were then coded according to this coding taxonomy to conduct descriptive analysis. Results: A total of 794 complaints were discovered in 338 articles. Contents of dissatisfaction were classified into 7 categories and 50 subcategories. Complaints regarding accessibility, technical care, and administration were noticeable in special circumstances, including strikes and spread of epidemic diseases, whereas complaints on interpersonal care and cost were prominent in general population and circumstances. When comparing the proportion of articles covering patient dissatisfaction in general population/circumstances between 1990-2000 and 2001-2015, complaints on administration and physical environment diminished over time, whereas complaints on outcome of health care increased. Conclusion: This study offers a rare window to view the responsiveness of the Korean health care system on a long time horizon.

• Journal of Oral Medicine and Pain
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• v.44 no.3
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• pp.103-111
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• 2019

Purpose: Patients with taste complaints presenting with various abnormal perceptions and alterations in gustatory function are often encountered in dental clinics. Since taste perception is thought to be influenced by numerous factors including neurological and psychological factors, the gustatory profiles of patients complaining of taste abnormalities should be very different. However, the gustatory profiles based on the clinical subtypes of taste complaints have not been fully studied. This study aimed to better understand the gustatory profiles depending on the clinical subtypes of taste complaints. Methods: Clinical data from 169 patients with complaints of altered taste were retrospectively collected to analyse their clinical and gustatory profiles. These complaints were subdivided into hypergeusia, hypogeusia, and dysgeusia for each taste quality according to the clinical types of these complaints. The gustatory profiles were then established by analysing the detection and recognition thresholds for each taste quality depending on the clinical subtypes of taste complaints. Results: Clinical analysis revealed that patients with taste complaints had widely diverse clinical profiles. There were significant differences between males and females with taste complaints in the prevalence rates of symptoms like dry mouth, tongue coating, and burning sensation. While hypogeusia (76.3%) was the most frequent type of taste complaint, it was revealed that the taste thresholds were not always consistent with the patient's description of gustatory symptoms. Conclusions: Patients with taste complaints exhibited diverse clinical profiles with sex differences. Considering the diversity of the taste complaints, the quantitative gustatory testing methods can be valuable to differentially evaluate the presence and intensity of altered taste in patients with these complaints.

• The Korean Journal of Pain
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• v.7 no.1
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• pp.100-105
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• 1994

This is a study of decrease in both stump pain and unidentified complaints after removal of neuroma on an amputated left thigh. The patient was a 44 year old woman who received an operation after a motorcycle accident 20th of March, 1991. She started a rehabilitation program in early June of the same year. How ever the patient complained of a squeezing pain on the amputated area. This symptom became more severe after the removal of the nails in September. The pain was perceived as a mental problem and the patient was released from the previous hospital. The pain continued and on the 9th of March, 1992, the patient was introduced to our pain clinic. The patient complained about the cold sensation and pressure pain of the amputated area at the beginning. Later she also expressed various unidentified complaints. No improvement resulted after conducting an epidural block and a lumbar sympathetic ganglion block. MMPI test showed psychological instability. Local injection showed some positive effects, which led to considerations concerning the possibility of neuroma. After confirming the existence of neuroma through CT and MRI, neuromectomy was performed. After the removal of neuroma, the unidentified complaints as well as the stump pain decreased.

• Journal of Sasang Constitutional Medicine
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• v.24 no.1
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• pp.66-74
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• 2012

1. Objectives : The purpose of this case study is to report that the general symptoms in 83 years-old female pateint with diaphragmatic hernia improved through oral administration of Taeeumjowi-tang(太陰調胃湯) 2. Methods : We considered the patient as Taeeumin, and administered Taeeumjowi-tang(太陰調胃湯) to improve chief complaints, such as general weakness, anorexia, sense of distension, dyspnea. The change of symptoms were evaluated by VAS(visual analogue score). 3. Results : The patient received hospital treatment for 4 weeks, and the chief complaints such as general weakness, anorexia, sense of distension, dyspnea improved in general 4. Conclusions : The patient with the above symptoms (general weakness, anorexia, sense of distension, dyspnea) was confirmed as diaphragmatic hernia by chest CT scan. But the patient decided not to have surgical operation. Observating the progress, we treated the patient through oral administration of Taeeumjowi-tang(太陰調胃湯), acupuncture and moxibustion treatment. And the general symptoms improved.

• Journal of Nutrition and Health
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• v.33 no.4
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• pp.464-476
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• 2000

The purpose of this study was to measure patient satisfaction with hosptial foodservices, and thereby identify areas for improvement and provides basic data for the introduction of total quality management into hospital foodservice in the Taegu·Kyungpook area. This survey was carried out on 676 hospitalized patients in 11 hospitals with over 200 beds to determine the quality satisfaction with foodservices. The subjects were 62.4% male and 37.6% female. Sixty-two percent of the subjects were over age 40, 46.7% were only educated to middle school or below, 41.8% were hospitalized for 1 - 10 days. Eighty-seven precent of the subjects did not receive any nutrition education. The expectation and perception grid showed that the high expectation to the low perception items were the seasoning of the meals, taste of the meals, and prompt dealings with meal complaints. The quality satisfaction values of all the attributes indicated a minus. The unsatisfied quality attributes were the opportunity to meet with a dietitian, seasoning of the meals, taste of the meals, explanation of the meals, and prompt dealings with meal complaints. Among the demographic characteristics, age, education, length of admission, and experience with nutrition education produced significant differences in the quality satisfaction scores. In conclusion, it would seem to be desirable that hospital foodservice department introduce selective menus, hygiene education for foodservice employees, standard recipes, quality assurance, and increase the meal rounding of dietitians in the patient foodservice.

• Journal of Sasang Constitutional Medicine
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• v.16 no.1
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• pp.162-167
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• 2004

We managed a Taeumin(太陰人) patient with pleural effusion due to heart failure. We diagnosed as Wiwan-suhan-pyohan-byung(胃完受寒表寒病), and treated with Jowiseungchungtang(調胃升淸湯), going with western medicinal management. His chief complaint was orthopnea, chest discomfort, cough. The state of patient was measured with patient's complaints and chest X-ray. We gained outstanding improvement on patient's chief complaints, but there was no particular change of chest x-ray until thoracentesis. In this case, it seems that cooperations of east-west medicine would be beneficial to treatment of patients.

• 대한상한금궤의학회지
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• v.13 no.1
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• pp.145-153
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• 2021

Objective : This study aimed to report the improvement of a patient with anorexia by treatment with Jinmu-tang (Hyunmu-tang) based on the disease pattern identification diagnostic system (DPIDS) of the Shanghanlun provisions. Methods : We evaluated the progress of symptoms, patient compliance, and presence of side effects after the patient was administered Jinmu-tang. The clinical response was estimated according to the number of meals a day, the size of meals, the number of complaints of abdominal pain in a week, and a Likert scale. Results : According to the DPIDS, the patient was diagnosed according to provision 316 with soyinbing. After administration of Jinmu-tang for 45 days, the number of meals a day and the size of meals increased, the number of complaints of abdominal pain in a week decreased, and the Likert scale score decreased from 3 to 0. Conclusions : This case report suggests that the word "腹痛" (abdominal pain) in the 316th Shanghanlun provision indicates anxiety about abdominal pain, which affected anorexia in this case.