• Korea Journal of Hospital Management
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• v.20 no.2
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• pp.15-27
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• 2015

As patient satisfaction is a crucial component of improved health care outcomes, there is a need to evaluate the relationship between physicians' attitude and patients' satisfaction. The objective of this study is to examine the relationship between patients' satisfaction and physicians' friendly and caring attitudes by using recent physician ratings by patients. Data from a cross-sectional survey using a convenience sampling was utilized to examine the relationship between physicians' attitudes and patients' satisfaction. The independent variable was the physician's attitude, and the dependent variables were patients' satisfaction with the physician and the office setting. A total of 273,994 patients it the US were included. The patients' average (standard deviation, SD) satisfaction with the physician was 78.08 (0.14), and the average (SD) satisfaction with the office setting was 78.62 (0.12) out of 100. Physicians' attitude was a significant predicting factor impacting the patients' satisfaction with the physician and the office setting (p < 0.001). To facilitate patients' satisfaction with healthcare, a continuous effort to develop physicians' ability to communicate in an empathetic manner should be undertaken so that patients perceive their physicians as empathetic.

• Journal of Korean society of Dental Hygiene
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• v.10 no.2
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• pp.393-411
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• 2010

Objectives : The purpose of this study was to examine factors related to the satisfaction level of patients with dental services. Methods : The subjects in this study were 200 patients at three different dental clinics in South Gyeongsang Province, on whom a survey was conducted from June 1 to July 31, 2009. The collected data were analyzed, and the findings of the study were as follows. Results : In regard to the general characteristics of the patients investigated, the women(61.5%) out-numbered the men. By age, those who were at the age of 30 and down made up the largest age group(47.0%). By academic background, the greatest group received junior-college education(54.0%). By occupation, the company employees constituted the largest group (50.5%). By income, the greatest group earned an income of 2 to 2.99 million won(75.0%). Second, as to connections between the characteristics of dental treatment and the reason of choosing the dental clinics, the largest group(70.4%) chose the dental clinics by word of mouth or the recommendation of others. Concerning the reason of dissatisfaction, the biggest group(72.7%) was unsatisfied with medical costs. As for the degree of explicit complaint, the greatest group(49.7%) sort of complained about what made them dissatisfied. Regarding the type of treatment, the biggest group(49.0%) received prosthodontic treatment. In relation to fear for dental treatment, the largest group(34.0%) feared receiving the treatment, and the biggest group(42.6%) did that due to the sound of machines. Third, satisfaction with services(0.762) had the closest correlation to overall satisfaction level, followed by satisfaction with employees(0.735), satisfaction with dentists(0.644) and satisfaction with convenient facilities (0.579). Fourth, the factors that affected overall satisfaction level were gender, the reason of choosing the dental clinic, satisfaction with dentists, satisfaction with employees, satisfaction with services and satisfaction with convenient facilities. The patients who were better satisfied with services(p<0.001), who were more contented with dentists(p<0.001), who chose the dental clinics by the recommendation of others(p<0.01), who were male(p<0.05), who were more gratified with employees(p<0.05) and who were more contented with convenient facilities expressed better overall satisfaction. Conclusions : The above-mentioned findings suggested that dental institutions should keep track of the expectations of patients to prepare differentiated strategies for marketing and human-resources development in consideration of their own circumstances to boost the satisfaction level of patients. Specifically, it's required to heighten the satisfaction level of patients with dentists.

• Journal of Society of Preventive Korean Medicine
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• v.10 no.1
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• pp.109-121
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• 2006

The purpose of this study was to determine factors influencing patient satisfaction with medical services in hospital, which is classified into environmental aspect, human services and procedural services. Based on the results of literature review, the study focused on effects of social-demographical factors on patient satisfaction. The environmental aspect of medical care services included medical equipment and facilities, hygiene, ventilation, heating and air-conditioning, waiting and resting space, ward space and parking facilities. Procedural service included registration process, bill payment, waiting time after registration, examination and prescription as well as appointment process. Human services consisted of physicians listening to stories of patients, examination duration, physicians' explanation and physicians' service. As for nurses, explanation about disease, examination procedure and results, kindness and nursing care were evaluated. Services provided by other staff members were also evaluated. Patient satisfaction, defined as individual attitude toward medical service as a whole, was measured using a questionnaire. A total of 700 in-or out-patients were surveyed in 6 hospitals with more than 300 beds in North Gyeongbuk Province. 1. The level of patient satisfaction varied with characteristics of patients. Male patients and those in their 30s had a low level of satisfaction. Dissatisfaction level was positively related to education level but negatively related to economic condition. 2. As for patient satisfaction with medical service providers and other employees in hospital, satisfaction level with physician's explanation about treatment was higher. But dissatisfaction levels with treatment duration and the lack of explanation about examination procedures were high, calling for improvement. Dissatisfaction level with nursing care was high, calling for training of nurses for better service. Given the low level of satisfaction with human services, hospital employees need to be trained to improve their service. 3. It Was found that administrative service was also a significant factor influencing patient satisfaction in addition to medical service. It is therefore important for hospitals to provide patients with prompt and convenient procedural service. 4. Environmental factors such as medical equipment and amenity facilities also affected patient satisfaction. Thus environmental condition, procedural service and human service are all important to improve medical service in hospital. In summary, procedural service was the most significant factor for patient satisfaction. The level of satisfaction in patients was also affected by human service and environmental condition. It is therefore necessary to take patient-oriented approach in providing medical service in an effort to improve patient satisfaction. The finding of a lower level of satisfaction with human service signifies the need for training of healthcare providers and other hospital employees for better services. The introduction of advanced management programs is also needed to improve procedures that patients go through in hospitals.

• Korean Journal of Digital Imaging in Medicine
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• v.14 no.1
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• pp.13-20
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• 2012

In a normal x-ray examination, the cooperation of a patient in positioning greatly influences the improvement of work performance, the quality of the images and the reduction in time spent on the examination. An attempt was made to discover the connection between an examination information printout and the effects of the examination by informing the patient before the examination on the examination positions in order to increase the level of cooperation by the patient and by surveying the degree of satisfaction of the patient during the examination proceedings. An examination information printout was prepared on five positions that patients consider to be difficult while receiving normal x-ray examinations and were shown to 257 male and female patients between the ages of 30 to 79 who had visited this hospital between January 1 to February 29, 2012 or to a person who had accompanied the patients before the examination to research the degree of satisfaction regarding the printout. In addition, the examination explanation printout was given to Radiologic Technologists with over 1 year experience in this hospital to use while taking the x-rays and the degree of satisfaction was surveyed and it was examined if the increase of the degree of satisfaction had an effect on the reduction in the examination time. The patients who utilized the examination information printout revealed results of approximately a 7.8% higher degree of satisfaction among the patients who had previous experience receiving x-ray examinations compared to those were having an x-ray for the first time. In the age groups between 30 to 70 years of age, the age group in the 30's revealed the lowest level of satisfaction at approximately 69% and the group in the 50's showed the highest degree of satisfaction of 87.94%. In the survey of the Radiologic Technologists, 85% responded that they were satisfied. In the question that stated "Will the examination information printouts reduce the time involved in unnecessary conversations with the patients?," the responses showed a 95% degree of satisfaction. The degree of satisfaction was high over the examination information printout by both the patients and the Radiologic Technologists. Although the effects of examination time reduction varied based on the ages of the patients and physical conditions that they were in and could not be given measurement values, it was able to be seen through the survey that reduction of the unnecessary communication between the patient and the Radiologic Technologists contributed to the increase in the degree of satisfaction. As a result, both the patients and the Radiologic Technologists had an increased degree of satisfaction over the examination information printout and it was possible for improvements to be made in the quality of medical service provided as well. Nevertheless, it is considered that a more developed manual in terms of quality and quantity must be produced using a more systematic approach and design.

• Korean Journal of Adult Nursing
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• v.21 no.5
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• pp.529-537
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• 2009

Purpose: The purpose of this study was to investigate the correlation of sexual satisfaction and daily stress in breast cancer patients. Methods: Data was collected through self-administered questionnaires and analyzed by descriptive statistics, t-test, ANOVA and Pearson's correlation. Data survey was conducted with 500 conveniently selected breast cancer patients who visited the out patient department in 5 university hospitals in Seoul, Gyung-gi and Gang-won province. Results: The sexual satisfaction of breast cancer patients score was 31.34 and there were significant sexual satisfaction differences by age, education level, menopause and sexual activity frequency. Sexual satisfaction was negatively related with daily stress (r = -.177) especially personal stress (r = -.155), economic stress (r = -.138), stress of self (r = -.181), family stress (r = -.154) and stress about leisure (r = -.139). Conclusion: These findings are expected to make a contribution to creation of ideal sexual rehabilitation nursing interventions for breast cancer patients care nurse. Furthermore continuous and customized education and counseling programs can contribute to promote healthy sexual life for breast cancer patients.

• The Korean Journal of Emergency Medical Services
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• v.13 no.1
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• pp.73-85
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• 2009

Purpose : The purpose of this study was to analyze the nursing care needs which can properly cope with patients' needs in emergency room, and grasp the patients' satisfaction level which can assess the care quality. It was aimed to check the level of today's care and provide basic data for care performance and care standard. Method : Data were collected from 192 patients in general hospitals in Daegu. The results are as followed. Results : First, the result of analysis conducted on the degree of overall patients' need for nursing care revealed that the need for nursing information (4.21+57) was the highest, followed by the order of information of patient's condition (4.05+53), emotional support (3.98+47), and nursing participation (3.65+54). Secondly, our study revealed that there was a significant negative correlat interrelation between care need and care satisfaction (r=.516, p<.01), indicating the higher the overall emergency room patients' nursing care need, treatment and nursing information, patient's condition, emotional support and nursing participation were, the lower the actual feeling of their satisfaction turned out. Conclusion : The study shows that treatment and nursing related information is the most highly needed and the patients' satisfaction level relies on actual care participation.

• Journal of the Korean Dietetic Association
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• v.15 no.3
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• pp.209-219
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• 2009

Institutional care is often necessary for the health and well-being of the elderly. Good quality foodservice provided at long-term care facilities not only includes patients satisfaction but also cares for good health, contributing to the stability of foodservice management. The purpose of this study was to assess the importance and satisfaction attributes of foodservice management by hospitalized elderly patients. The data were collected via questionnaire by a one-to-one interview with 194 hospitalized elderly patients in six different hospitals. According to the results of dependent t-tests, overall mean scores for the importance attributes (3.96) and satisfactory attributes (3.83) were significantly different (p<0.001). As indicated by the patients, the recognized importance attributes were the kindness of foodservice personnel (4.19), kind smiles by foodservice personnel (4.16), and kind speaking by foodservice personnel (4.12). The most recognized satisfaction attributes were kindness of foodservice personnel (4.36), bedside meal service by foodservice personnel (4.25), kind speaking by foodservice personnel (4.24), kind smiles by foodservice personnel (4.24), and sanitary uniforms worn by foodservice personnel (4.21). These results suggest that the above encounter attributes (importance-satisfaction) would be useful tools for hospital foodservices to adopt, in order to control foodservice quality and satisfy the nutritional needs of elderly patients.

• Journal of Korean society of Dental Hygiene
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• v.16 no.2
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• pp.329-335
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• 2016

Objectives: The objective of study is to investigate the influence of service and value quality satisfaction on revisit intention in orthodontic patients. Methods: A self-reported questionnaire was filled out by 230 orthodontic patients in Seoul, Daejeon, and Cheongju from July 1 to August 30, 2015. The contents of questionnaire included the general characteristics(6 item), quality of dental service(22 item), value(4 item), revisit intention(3 item), and satisfaction(3 item). The research tools were modified and supplemented by Han using Likert 5 points scale. Data were analyzed using SPSS 19.0 program. Results: Quality of dental service was 3.88 points, value of dental service was 3.78 points, revisit intention was 4.06 points and satisfaction of dental service was 4.02 points. Conclusions: The quality of dental service was lower score than other scales. This results showed that it is necessary to increase the satisfaction in service quality in the orthodontic patients.

• International Journal of Quality Innovation
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• v.10 no.1
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• pp.77-87
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• 2009

The main aim of the paper is to provide an empirical analysis on patient satisfaction as an indicator of service quality in Malaysian public hospitals. Self-administered questionnaires were administered to patients by convenience sampling. Two sets of questionnaires were used, one for inpatient and another one set for outpatient. Selection of hospitals was made according to states in Peninsular Malaysia. 23 hospitals covering all state level hospitals, the National Referral Centre and selected district hospitals were chosen as respondent hospitals. Two dimensions of service quality emerged, namely clinical and physical dimension of service. Both outpatient and inpatient were found to be more satisfied with clinical dimension of service than physical dimension. For outpatient satisfaction, there was positive correlation between waiting time and patient satisfaction. Patient satisfaction was also found to be higher in the smaller district hospitals than in the larger state hospitals. For clinical dimension of service, patients were satisfied with the services of doctors and nurses, while for physical dimension of service, patients were satisfied with the cleanliness of the facilities. The ability of the research to be conducted by random sampling was inhibited by the reluctance of patients to cooperate, which led to the use of convenience sampling. Studies have also shown that patients are reluctant to express their feelings on services provided by their caregivers. The study provides primary data for a nationwide study on patient satisfaction in Malaysian public hospitals, for both inpatient and outpatient.

• Journal of Korean Academic Society of Home Health Care Nursing
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• v.15 no.2
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• pp.91-98
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• 2008

Purpose: We measured the knowledge, satisfaction, and education needs in sexual rehabilitation of male patients diagnosed with a spinal cord injury. Methods: We recruited 104 patients from a general rehabilitation hospital. Data were collected between April 4 and May 9, 2008. Knowledge of sexual rehabilitation, satisfaction, and educational needs were measured using self-report questionnaires. Results: Points for knowledge of sexual rehabilitation were 6.75 out of 20, sexual satisfaction was 3.02 out of 5, and demand for sexual rehabilitation education were 3.54 out of 5. Most (93.27%) of the patients wanted to have a sex life, and many (75%)were willing to participate in sexual rehabilitation education. There were no differences in knowledge or satisfaction based on general characteristics. However, sexual satisfaction of the university graduates was higher than the lower education group. Conclusion: Male patients with spinal cord disorders are interested in a sex life and demand sexual rehabilitation education. These findings should support the development of sexual rehabilitation programs.