• 한국병원경영학회지
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• 제22권4호
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• pp.50-60
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• 2017

Purposes: The purpose of this study was to identify the preferred types of the hospital reservation cancellation management to help reduce the reservation cancellations. Methodology: This study sampled 327 outpatients or their guardians who had reserved a university hospital and a general hospital located in the southwestern part of Seoul, and the responses from 300 of them were used for the final analysis. The subjects' preferences of reservation cancellation management types were analyzed in reference to their demographic variables. The timing and frequency of pre-notification preferred by the subjects were examined. A multidimensional scaling methods and correspondence analysis was used to identify preference for management methods of no-show and type of reservation guide. Findings: As a result, 77.3% of the respondents were perceived that the reservation cancellation was a habit. The most preferred method of managing the reservation cancellation would be refusal to refund the reservation deposit (61.7%), followed by payment for cancellation (16.0%), limit of future reservations (16.0%) and penalty (6.3%) in their order. 186 of the subjects (62.0%) preferred the texting for prevention of reservation cancellations, and 102 of the subjects (34.0%) preferred the phone calls. The preferred timing and frequency of the SMS were twice 3 days before, once a day before and three times 7 days before, while the preferred timing and frequency of phone call was once a day before. Practical Implications: The no-show rate can be improved by enhancing SMS pre-notification and by improving afterwards telephone counseling. For other factors, it needs to study on the service differentiation with the characteristics of each patient group.

• 한국전자거래학회지
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• 제22권1호
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• pp.37-49
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• 2017

병원 진료의 효율성과 진료 품질의 극대화를 위해 진료예약을 시행하고 있다. 그러나 예약일에 방문하지 않는 예약부도로 인해 의료서비스 자원이 낭비되고 다른 환자의 진료기회를 박탈하는 등 현대 병원 운영에서 주요한 이슈의 하나로 떠오르고 있다. 이러한 예약부도의 원인을 분석하기 위해 미국의 한 보훈병원의 5만 건 진료예약 데이터를 대상으로 예약부도 요인의 중요도와 유의성을 검정하였다. 랜덤 포레스트와 로지스틱 회귀분석 결과, 예약대기시간, 방문율, 내원거리, 예약부도율, 환자 나이, 중증도, 질병의 복합도, 만성통증, 우울증, 약물의존 등이 주요한 원인으로 파악되었다. 예약대기시간과 방문율, 내원거리, 예약부도율은 SMS 사전 통지를 강화하고 사후 전화 상담을 통해 점진적으로 개선 가능할 것으로 판단되며 기타 요인에 대해서는 환자 그룹별로 차별화된 대응방안을 구성하는 것을 고려해 볼 수 있다.