• Journal of information and communication convergence engineering
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• 제19권4호
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• pp.284-289
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• 2021

This study attempted to identify the service satisfaction with the 119 emergency service and the factors that affect it based on the responses of subjects who used the service. Data collection was conducted from February 11 to March 11, 2021, using convenience sampling. A total of 1842 subjects who used emergency medical services using 119 ambulance in 2020 participated. For the collected data, frequency, percentage, mean, and standard deviation were calculated, and t-test, analysis of variance, and multiple regression analysis were performed using SPSS 23.0. Based on these results, to further enhance the satisfaction of users of the 119 emergency service and the quality of emergency medical services, it is important to improve the quality of paramedics through education and systems. In addition, to increase user satisfaction, efficient and systematic communication education is required. The quality of emergency medical services will increase only when communication skills required for explanations and promoting understanding are improved.

• 간호행정학회지
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• 제21권3호
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• pp.317-326
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• 2015

Purpose: The purpose of this study was to identify factors related to the loyalty of Chinese customers who use Korean medical and tourism services. Methods: Participants were 158 Chinese who visited plastic surgery clinics in Korea. Data were analyzed using descriptive statistics, One-way ANOVA, $Scheff{{\acute{e}}$ test, Pearson Correlation and Hierachical Multiple Regression. Results: Medical service quality, tourism service quality and medical and service satisfaction were positively correlated with customer loyalty. Medical service quality and medical and tourism service satisfaction had significant influence on customer loyalty. The explained variance for customer loyalty was 84.9%. Conclusion: These results suggest the need to improve the tourism service and medical and tourism service satisfaction to retain loyal customers.

• 보건행정학회지
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• 제2권2호
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• pp.112-130
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• 1992

Patient care services are provided to individual patients in response to their health needs produced by illnesses or injuries. The services are often addressed to very serious conditions, and also they constitute the most expensive component of health care services. Therefore, the importance of quality is emphasized, but there are many indications that patient care quality is far from a satisfactory state in most of the countries. Based upon this observation, it is attempted to examine obstacles and approaches to quality improvement in patient care services. In doing so, following Taguchi's(1986) definition of product quality, quality of patient care services is conceived of as better when the less is the sociental loss attributalbe to variability of intended function and harmful side effects they emhibit after being delivered. Some distinguishing features of medical care sector pose difficulties in implementing effective quality improvement programs in patient care services. Nevertheless, newly proposed method of quality management, based on industrial quality management approach, seems to have a great deal of potential to effectively cope with such difficulties. This method, unlike the traditional approach to quality assurance, focuses on total organisational processes, not individuals, as the obproach to quality assurance, focuses on total organizational processes, not individuals, as the objects of quality improvement; variation, not comparison with standards, in quality measurement; and continuous improvement, not removing only bad quality care, as an ideal. Prerequisite to a successful use of any quality mangement method is motivating providers to improve quality. Conceivable approaches for such motivation are self-regulation, external controls and promotion of competition. Since these approaches are not mutually exclusive, they may be employed in an appropriate combination. In Korea, medical care providers are now functioning under the circumstances where they have little reason for making efforts to improve quality of their services. Once these circumstantial conditions are changed to exert pressures on providers to improve quality, the use of adequate quality management method becomes an issue. In this connection, much attention shoould be directed to the newly proposed method described above. In all these efforts for improving quality of patient care services, health insurance would be able to play a pivotal role. Poviders of medical care, buth indiciduals and organizations, are usually very responsive to the measures that affect their financing, and thus health insurance can be a strong instrument for motivationg providers to improve quality. Also, the insurance continuously acquires data on patient care, which could be processed to produce information required to effective quality control.

• 한국IT서비스학회지
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• 제9권4호
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• pp.57-70
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• 2010

Nowadays, medical services can be performed through online. This entails a lot of human resources and different healthcare information. The rapid changes in the healthcare environment through web should be accounted so that the information would be maximally useful. However, medical information acquired online is not regulated; it is not favorable to users because it creates doubts to its reliability and benefits. This study focuses on the online medical information. It gives help to the users through its accessibility" comprehensiveness, continuity and efficiency. An empirical analysis of research model using PLS(partial least squares) shows that the quality of medical information influences the reliability and benefit of the related medical information. If users recognize medical information to be reliable and beneficial, their intention to use the medical information becomes strong.

• 한국병원경영학회지
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• 제19권2호
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• pp.73-88
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• 2014

Objective: This research investigates how to increase the quality of medical service and supply high quality of medical service to patients. By using Kano Model theory we examines what medical service attributes the hospital would be conducted preferentially for patient's satisfaction and provides informations of management strategies for hospitals. Method: To study patients' perception of medical service quality, first we performed pilot test to derive 30 medical service attributes. With 30 medical service attributes, we conducted survey of 300 subjects who have experienced medical services in 6 months. To examine patients' conception of medical services, a modified Kano's questionnaire using 5 scale is applied. Finally we calculated SI(Satisfaction index) and DI(Dissatisfaction index) and PCSI(Potential Customer Satisfaction Improvement) index with Kano's Model analysis results. Key Findings: We found that the quality of medical service categorized in 15 one-dimensional elements, 9 must-be elements and 6 indifferent elements. Moreover the attribute of gives prompt services and have patient's best interest at heart scored the highest SI, whereas the attributes of accurate and precise medical service, exact records, enough explanation and polite attitudes are the highest score of DI. And also good explanation of the bill scored the highest PCSI. In this study findings indicate that while medical service providers try to increase patients' satisfaction by improving hospital's environments, patients' perception of trust and good interpersonal relationships with medical service providers have strong and positive impact on patients' satisfaction.

• 품질경영학회지
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• 제27권2호
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• pp.1-19
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• 1999

It is truism to say that today's customers demand high quality products and services; nevertheless, nowhere is this more prevalent than in the medical industry. Korea's globalization has increased it's citizen's awareness of greater life expectancies and medical improvements in other regions of the globe. Therefore, it is universally essential that in order to be successful in the medical industry, vendors must meet the ever increasing demands of better educated customers. The purpose of this study was twofold: 1) The first objective was discover what health care services are in demand and the quality factors related to these services. 2) The second objective was to determine a strategy for improving health care service through quality function deployment(QFD). One hundred and ninety-five respondents were randomly selected and asked to fill out a questionnaire after having undergone treatment at a medical clinic, located in Daejon, South Korea. The questionnaire was designed to obtain information about both he clients' satisfaction with, and their sense of the value of the medical treatment they received. Penalty-reward analysis and QFD were used to interpret the survey results and to deploy the collective voices of the customers. The results of the penalty-reward analysis illustrated that the 'communication' service quality factor was classified into an excitement factor that incurs no penalty if not achieved but adds value if the requirement is exceeded. As a result of the QFD analysis on the 'communication' service quality factor, eleven strategic alternatives were prioritized, and isolated a vital service quality characteristic. This characteristic can be implemented to bring value-added changes for the improvement of health care services.

• 한국응급구조학회지
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• 제9권1호
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• pp.101-109
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• 2005

The purpose of this study which was done by 250 Prehospital Care Reports(PCRs) survey of some squads in Seoul Metropolitan Fire & Disaster Management Department was to improve prehospital emergency care by means of quality management. The data were collected in 3 squads from Jun. 21 to Jul. 18, 2004 and analyzed by using SPSS Win 12.0 Version. The conclusions from this study were summarized as follows. The mean time of Event to treatment interval was $4.6{\pm}4.3$ minutes and 49.2% arrived at patient within 4 minutes. Platinum minute was observed 61.1% of verbal response, 73.3% of painful response, 77.8% of unresponsive. The great majority of patients couldn't receive advanced life support on account of limited scope of practice and strict direct medical control in the Emergency Medical Services Act. Data from quality improvement activity will be useful to expand indirect medical control which is able to activate prehospital care. To utilize PCR for quality improvement. It has to have data elements, run data, patient data, check boxes, narrative including US DOT's minimum data set.

• 한국콘텐츠학회논문지
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• 제9권7호
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• pp.233-240
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• 2009

본 연구는 병원행정 서비스의 품질 향상을 통해 고객만족도를 높이기 위한 방안을 제시하는데 목적이있다. 연구 목적 달성을 위하여 병원행정 서비스를 행정직원 서비스, 의료직원 서비스, 시설 서비스, 제도적 서비스로 구분하여 실증연구를 실시하였다. 연구 분석 결과, 다음과 같은 병원행정 서비스의 품질 향상을 위한 방안을 제시하였다. 첫째, 행정직원 서비스 부문에서는 고객에 대한 진료비 내역의 자세한 설명, 환자의 대기 시간을 줄이기 위한 신속한 업무처리와 부서간의 원활한 업무협조가 요구된다. 둘째, 의료직원 서 비스 부문에서는 진료 예약 시간의 정확성 확보를 위해 진료 절차의 단순화와 외래 진료 개시 및 퇴원 수속 완료 시각을 조기화 하는 것이 필요하다. 셋째, 시설 서비스 부문에서는 고객을 위한 편의 시설과 휴식공간의 마련, 주차시설의 확충 및 식단 개편 등이 요구된다. 넷째, 제도적 서비스 부문에서는 진료수가의 정확한 공개 및 서비스 효율화 방안이 마련되어야 한다.

• 한국융합학회논문지
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• 제8권2호
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• pp.53-62
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• 2017

이 연구는 중국 대학생들의 한국 의료관광 융합서비스 이용에 대한 선호와 만족에 영향을 미치는 요인들을 파악하여 중국 의료관광객 유치를 위한 방안을 마련하는데 필요한 기초자료를 제공하기 위한 것이다. 이 연구를 위하여 구조화된 설문지를 개발하여 2015년 5월 1일부터 15일 사이에 중국 국제대학생 175명을 대상으로 자료를 수집하였다. 한국 의료 서비스에 대한 기대와 평가를 비교하기 위하여 t-검정을 실시하였다. 한국 의료관광 서비스 이용에 대한 만족도에 영향을 미치는 요인들을 파악하기 위하여 선형회귀모형을 추정하였다. 다양한 회귀모형을 추정하였으며, 그 중에서 간결하면서 한국 의료서비스에 대한 만족도의 변량을 비교적 잘 설명해주는 최선의 모델을 선정하였다. 회귀모형 추정 결과 기술, 의료관광서비스의 질, 의료비용은 한국 의료서비스 이용에 대한 만족도와 유의하게 연관되어 있었다. 이 연구결과에 따르면, 중국 대학생들을 대상으로 한국의 의료서비스에 대한 이해를 높일 수 있는 전략이 필요하다. 중국 의료관광객 유치 활성화를 위해서는 기술수준의 제고, 의료서비스의 질 향상, 합리적인 비용의 설정도 중요하다.

• Journal of Preventive Medicine and Public Health
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• 제35권3호
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• pp.236-244
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• 2002

Objective : To empirically investigate the relationship of internal and external customer satisfactions, service quality, and customer loyalty in medical services. Methods : This essay proposes an integrated model to explain the causality of internal and external customer satisfactions, service quality, and customer loyalty. To this end, a structural model was developed, consisting of the following factors: internal and external customer satisfactions, service quality, and customer loyalty. The study included 214 sets of data, with 107 sets being collected for both out-patients and in-patients. The data were analyzed using AMOS 4.0. Results : We found the greater the internal customer satisfaction, the greater the out-patient quality of service quality. Secondly, the greater the service quality, the greater the external customer satisfaction of both in- and out-patients. The service quality of doctors, compared to that of the nurses, had a greater effect on external customer satisfaction. Thirdly, the service quality of doctors and nurses affected both internal and external customer satisfactions, which ultimately affected the customer loyalty. Finally the greater the external customer satisfaction, the greater the customer loyalty. Conclusion : This Study confirms the positive relationship among the internal and external customer satisfactions, service quality, and customer loyalty, which proves the doctors quality of service is the primary factor for external satisfaction, and customer loyalty relating to medical services.