• 한국병원경영학회지
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• 제7권4호
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• pp.57-101
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• 2002

These days, the environment of hospital marketing is changing rapidly. The level of expectation and demand of patients have become greater and more diversified, and patients have more alternatives in selecting hospitals. The standard of hospital selection and the type of using hospital have been changed, and competition among hospitals has been accelerated due to the opening of the medical market through globalization. Accordingly, differentiation strategies are critical in hospital marketing. The quality of medical service oriented toward patient satisfaction becomes a strong strategic weapon to secure a hospital's competitive advantage. Therefore, marketing and communication strategies should be focused on patient-oriented, rather than hospital-oriented. Considering the changes in the hospital environment and the increase in the patients' expectation level, this study categorizes doctors' communication styles into four different ones: trust-type, professional-type, cooperation-type, and control-type. The effects of these communication styles on patient satisfaction were empirically examined. The moderating roles of the patient's characteristics and clinical characteristics between the doctors' communication styles and patient satisfaction were also investigated to find out managerial implications for hospital management. To achieve such goals, data were collected from patients of 12 general hospitals in Busan. The data were analyzed to test research hypotheses that examine 1) the relationships between doctors' communication styles and patient satisfaction, 2) the moderating roles of the patient characteristics and clinical characteristics in the research model, and 3) the impact of patient satisfaction on positive word-of-mouth and repurchase. The following summarizes the major results of this research. First, the data showed that patient satisfaction varied across doctors' communication styles. Trust-type style had the strongest impact on patient satisfaction while control-type style had the weakest influence on patient satisfaction. Professional-type style and cooperation-type style also had positive effects on patient satisfaction but the impact of the two are not statistically different. Second, significant differences in terms of patient satisfaction were found depending upon demographic variables such as gender, marital status, age, occupation, and education. Patient satisfaction, however, was consistent across varying income groups. Third, patients' medical insurance types were also related to patient satisfaction. It implies that a doctor may need to use different communication styles depending on a patient's medical insurance type. Fourth, out-patient and in-patient showed a different level of satisfaction with varying communication styles. Fifth, highly professional knowledge and strong control can influence patient satisfaction depending on the characteristics of the patient treatment field. Sixth, patient satisfaction were proved to have significantly positive effects on word-of-mouth and repurchase. The implications drawn from this study must be tempered by its limitations. First of all, the subjects used in this study were patients in Busan and small- and medium-size hospitals were excluded from the research. Therefore, future research should examine the research model by using a variety of hospitals and clinics throughout Korea. Another research agenda has to do with finding more determinant and moderating variables which will increase an explanatory power of the model. In short, this study may be the first empirical research that investigates the effects of doctors' communication styles on patient satisfaction. Interestingly enough, the results showed that each communication style had a unique impact on patient satisfaction. The findings from this research can be very useful in developing hospital marketing strategies.

• 보건행정학회지
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• 제11권2호
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• pp.16-28
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• 2001

This study was to compare multidimensional outcomes of patient's satisfaction after cataract surgery and to identify factors influencing satisfaction after operation. Patient's satisfaction was measured with three dimensions : interpersonal care, physician explanation and hospital care. Overall satisfaction was measured as means of three dimensional scores. For the study, a prospective study was performed with 389 patients who had undergone cataract surgery for either one eye or both eyes. The surgery was performed by 20 ophthalmologists who were practicing at university hospitals and general hospitals. Patients were interviewed and clinical data (the visual acuity of operated eye, visual function, symptom score and satisfaction with vision) were obtained. The doctors were questioned with self-reported questionnaire forms. Medical records were also examined to understand surgery Process. The survey was conducted before(389) and after operation(327). Alter excluding cases with incomplete data, 3n cases were enrolled In this study. Both the overall satisfaction and the satisfaction with physician explanation increased after the operation whereas the satisfaction with interpersonal care and hospital care did not change significantly. Multiple regression analysis showed that the level of education, baseline satisfaction scores and the degree of vision improvement were statistically significant variables. The preoperative lower level of education, higher level of overall satisfaction (interpersonal care, physician explanation, hospital care scores) and the more the satisfaction with vision improvement were associated with the improvement of postoperative satisfaction scores.

• 대한예방한의학회지
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• 제25권3호
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• pp.15-24
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• 2021

Objectives : This study sought to identify the Korean medicine treatment satisfaction of 3,000 patients who are 19 or older with experiences of being treated with Korean medicine at Korean medicine clinics or Korean medicine hospitals after experiencing traffic accidents. Methods : Frequency analysis was carried out to identify the effectiveness and satisfaction of Korean medicine services, and independent sample t-test was carried out to compare the satisfaction of users with different characteristics. Lastly, cross analysis(chi-square) was carried out to examine the relation between satisfaction and willingness to recommend. Results : Firstly, 91.3% of the patients were satisfied with the medical services provided at Korean medicine clinics, with the most satisfactory Korean medicine treatments in the order of acupuncture, moxibustion, cupping, Korean physical therapy, herbal acupuncture, Chuna manual therapy, herbal medicine, and others. Secondly, 71.3% of the patients answered that outpatient treatment was appropriate while 65.3% of the patients answered that hospitalized treatment was appropriate regarding duration of treatment at Korean medicine clinics, mostly being satisfied with the treatment duration at Korean medicine clinics and Korean medicine hospitals. Thirdly, in a survey on effectiveness of Korean medicine treatment compared to occidental medicine treatment, 85.9% of the patients answered: "the effectiveness of Korean medicine treatment is higher compared to occidental medicine or similar". Conclusion : From the results of this study, it was identified that satisfaction of Korean medicine treatment is high in motor insurance, and that higher satisfaction led to higher willingness to recommend Korean medicine treatment to others. Based on such results, the expansion of the role of Korean medicine could be understood.

• 여성건강간호학회지
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• 제11권1호
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• pp.67-76
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• 2005

Purpose: This study was to identify the influence of sexual behavior, body image, social support, and other characteristics on sexual satisfaction in patients with breast cancer according to their participation in a support group. Method: Data was collected by self-report questionnaires. Participants included 63 patients attending a support group and 76 patients who did not participate in the support group. The questionnaire sections consisted of sexual satisfaction, sexual behavior, body image, social support and information on general characteristics, disease-related characteristics, and sexual life-related characteristics. Result: There was no statistically significant difference in sexual behavior, body image and sexual satisfaction between the two groups. Social support scores were significantly higher in the support group. Sexual satisfaction was positively related with sexual behavior, post-op change of sexual intercourse frequency, body image, and patient's education level, and negatively related to age in the support group. Sexual satisfaction was positively related with sexual behavior, social support and body image in the non support group. Sexual behavior is predictable 37.0% of sexual satisfaction in the support group. Sexual behavior, body image, and social support is predictable for 38.0% of the sexual satisfaction in non support group participants. Conclusion: Implications point to the need for the development and implementation of programs that focus specifically on sexual life issues for breast cancer patients, as well as further research measuring the effects of such intervention programs. Continuous education and counseling through participation in support groups can contribute to promote and affirm a healthy sexual life for patients with breast cancer.

• 대한두개안면성형외과학회지
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• 제21권1호
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• pp.7-14
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• 2020

Background: It is difficult to completely fix nasal bone fractures with closed reduction, as it is often accompanied by septal cartilage damage, and this often results in postoperative secondary deformities. Thus, patients are often reluctant to undergo closed reduction surgery. The present study aimed to evaluate aesthetic and functional satisfaction, as well as satisfaction with and complications of closed reduction, according to nasal bone fracture type. Methods: The subjects were patients who underwent closed reduction under general anesthesia from January 2017 to December 2018. Based on the modified Murray classification, patients were classified into five groups according to the fracture site, septal fracture, and deviation. A total of 211 patients were sent a web-based survey on postoperative satisfaction and complications, as well as intention for revision and cosmetic surgery. Sixty-one patients (28.9%) responded. Results: There were no significant differences in aesthetic and functional satisfaction or satisfaction with closed reduction according to the fracture type, site, or severity. Postoperative functional complications developed in 14 of 61 patients (22.95%). With 10 out of 24 (41.67%) patients (p = 0.044), the bilateral fracture with septal fracture or prominent septal deviation type had a higher incidence of complications than the other types. Conclusion: The incidence of complications is higher for bilateral fracture with septal fracture or prominent septal deviation compared to the other nasal bone fracture types. Therefore, long-term follow-up after closed reduction surgery for this fracture type can aid in establishing additional postoperative treatment plans and improving patient satisfaction.

• 한국실내디자인학회논문집
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• 제36호
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• pp.76-83
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• 2003

The purpose of this study is to know how to improve environment of multi-bed room by investigating and analysing factors influencing to patients. 1 measured stress and satisfaction degrees about patient room for 4ㆍ5ㆍ6ㆍ7 men of domestic general hospital wards. The results of research show that patients of 4 bed room appeared the fewest stress and highest satisfaction degree among patients of other room styles. The patients positioned between two beds can give us more stress and fewer satisfaction than others. These results have proven that 4 bed room patients are offering comfortable environment than any other room types as a healing environment. When patient room area are more than 7.3$M^2$ per 1 person, bed interval space is more than 120cm, there is curtain between bed, transit space such as a toilet were established in patient room, patients' satisfaction appeared high.

• 기본간호학회지
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• 제10권2호
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• pp.130-137
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• 2003

Purpose: The main purpose of this study was to compare the level of satisfaction of patients with nursing care received, and of nurses with nursing care provided to their patients. Another purpose of this study was to identify the relationship between job satisfaction by the nurses and satisfaction with nursing care they provide. Method: A self-report questionnaire developed by Yoo & Hong (1999) was used to measure patient and nurse satisfaction. The participants were 147 patients and 133 nurses and data were collected from October 23 to October 30, 2002. Data analysis was done uslng SPSS WIN 11.0. Result: The average score for patient satisfaction was 2.47 (maximum score 5.0) and for nurses, 2.20. This difference was statistically significant. The patients gave high scores on care related personal hygiene, but they gave low scores for critical nursing areas such as following appropriate procedure for administering medications. No significant relationship was found between satisfaction with their nursing care by the nurses and satisfaction with the job. Conclusion: Even though the patient scores were significantly higher than nurses', the overall average score was very low and critical nursing actions received the lowest scores. It is necessary to identify areas in need of improvement and develop continuing education programs for nurses.

• 한국융합학회논문지
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• 제6권6호
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• pp.57-63
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• 2015

본 연구는 오늘날 우리나라의 병원에서 사용되는 전략의 경우 어떻게 수립이 되고 전개하는지에 알아보기 위한 실증연구이다. 전략은 기존연구들에서 제시한 것처럼 현재 가지고 있는 내부역량과 외부환경을 고려하여 수립한다고 하였다. 이에 본 연구에서는 우리나라의 9개 국립병원들을 대상으로 하여 전략의 개발과 전개로 나누어 환자만족, 종업원만족, 병원업무에는 어떠한 영향을 주는지를 구조방정식 모형을 이용하여 알아보았다. 그 결과 우리나라의 병원들은 전략을 수립하여 전개함에 있어서 내부의 요인인 종업원만족과 병원업무 외부요인인 환자만족에 긍정적인 영향을 주는 것으로 나타났다. 이러한 결과는 기존의 많은 관련연구들이 제시한 것처럼 우리나라 병원의 경우에도 인건비상승, 원자재 가격의 상승, 외래환자의 감소 등 내부 상황을 고려하고 의약분업, 해외자본의 국내의료시장 진출, 고소득으로 인한 높은 의료서비스의 질의 요구 등 외부상황을 고려하여 전략을 수립하고 전개하고 있다고 할 수 있다. 또한 고객만족, 종업원만족, 업무프로세스를 개선시 각각의 의견을 반영한 전략이 수립되므로 이는 자연히 병원의 성과에 긍정적인 영향을 준다는 연구의 결과가 나타났으며 우리나라의 병원들도 전략을 수립시 내부적인 여러상황을 고려하여 수립하고 전개한다고 할 수 있다.

• 문화기술의 융합
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• 제5권2호
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• pp.13-21
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• 2019

본 연구는 알코올 사용장애 환자의 삶의 만족도에 관련된 요인을 파악하여, 향후 알코올 사용장애 환자의 삶의 만족도를 증진을 위한 기초자료를 제시하고자 한다. 본 연구의 대상은 B시와 G시에 소재한 알코올 전문병원에서 알코올 사용장애로 진단받고 치료를 받는 152명으로, 2016년 10월 1일부터 12월 30일까지, 만족도, 자족지지, 금주 자기효능감, 삶의 만족도를 설문 조사하였다. 연구결과는 삶의 만족도는 3.24점으로 직업이 있는 경우, 알코올로 인한 경제적 손실이 없는 경우, 금주 자기효능감이 높을수록, 정신건강에 만족할수록 삶의 만족에 영향을 주는 것으로 나타났다. 따라서 알코올 사용장애 환자의 삶의 만족도를 증진을 계획할 때, 직업재활과 금주 자기효능감을 고려한 전력이 도움이 될 것임을 시사한다.

• 대한치과기공학회지
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• 제42권3호
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• pp.262-271
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• 2020

Purpose: This study aimed to provide the basic data for improving patient satisfaction and dental services by examining the satisfaction of implant patients who have become important customers of dental treatment due to the increased demand for implants and identifying the factors affecting satisfaction. Methods: Out of 145 questionnaires, excluding 15 questionnaires that were unfaithfully responded to or difficult to analyze, 130 questionnaires were used for the analysis of the satisfaction of the dental patients with implant treatment in 19 dental hospitals and clinics in Gyeonggi-do, South Korea. Results: Implant satisfaction was as high as 3.20 (±0.56) for masticatory function satisfaction, 3.19 for psychological function satisfaction (±0.59), and 3.01 (±0.58) for social function satisfaction. Conclusion: Consistent patient care is important because an implant is not a one-shot cure but ends over a period of several months to several years. It is meaningful in that this study measured the satisfaction of implant prostheses evaluated from a patient's point of view and examined various factors and needs affecting patient satisfaction to provide the basic data for research that can contribute to improving the satisfaction of implant patients.