• The Journal of Korean Physical Therapy
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• v.35 no.3
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• pp.77-82
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• 2023

Purpose: This study aimed to examine how the expertise and interactivity of a physical therapist impact a patient's intention to revisit a hospital based on trust. Methods: We surveyed 274 patients who received physical therapy in Seoul and Gyeonggi Province to assess their reliability and revisit intentions based on their expertise and interactivity. SPSS 22.0 was used for frequency analysis and reliability verification, while AMOS 18.0 was used for confirmatory factor analysis and model verification. Results: Physical therapist interactivity significantly impacted patients' intentions to revisit based on trust. The physical therapist's expertise had a significant effect on trust but did not demonstrate a significant effect on the intention to revisit. Conclusion: The interactivity of physical therapists has an important effect on patients' intentions to revisit a hospital based on trust. Although therapist-centered expertise can generate trust in patients, it positively affects the intention to revisit the hospital. Therefore, it is suggested that physical therapists' patient-centered expertise and interactivity build patients' trust and are important for revisiting intention.

• Journal of Korean Academy of Nursing Administration
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• v.21 no.5
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• pp.469-479
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• 2015

Purpose: The purpose of this study was to compare hospitalized patients in comprehensive nursing care units and general care units as to satisfaction with nursing care and factors influencing their intent to revisit the hospital. Methods: A cross-sectional study was conducted with 178 patients who had been hospitalized in a comprehensive nursing care unit and a general care unit in one hospital. Participants completed self-report questionnaires. Data were analyzed using SPSS 21.0. Results: There was a significant difference between the comprehensive nursing care unit and general care unit for intent to revisit the hospital (p=.036). Factors influencing intent to revisit the hospital for patients in the comprehensive nursing care unit were 'satisfaction with nursing care' (p<.001) and 'use of additional costs for comprehensive nursing care' (p=.041). The factor influencing intent to revisit hospital for patients in the general care unit was 'satisfaction with nursing care' (p<.001). Conclusion: Findings indicate that comprehensive nursing care service in which all care is provided by nursing staff only, without family or private caregivers, increases intent to revisit the hospital. These results can be used as the foundation of reviewing the operation and expansion of comprehensive nursing care service.

• Journal of Korean society of Dental Hygiene
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• v.13 no.2
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• pp.221-230
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• 2013

Objectives : This study is to confirm the influencing factors on patients satisfaction and intention to revisit the implant service clinic by structural equation model. Methods : We surveyed 250 implant patients visiting 6 dental clnics(hospitals) in Busan, Changwon, Gimhae city and questionnaire was for four weeks in July 2012, a total 209 patients filled out the questionnaires within July and the complete data were analyzed. we were used structural equation model for analysis to confirm influencing factors on implant patients' satisfaction and intention to revisits. Results : This study finds that factors influencing on implant patients' satisfaction and intention to revisit are reasonable medical fee, medical skill treatment of dentist, dental hygienist and other support staff, administrative procedure, and there existed between influencing factors and the patient's treatment satisfaction as well as intention to revisit. In order to satisfy the implant patients, dentist and hygienists should try to provide high quality of treatment and dental services. Conclusions : The results of this study provide managerially important messages to the managers of dental clinics in order to develope management strategies for new customers.

• Journal of Korean Clinical Nursing Research
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• v.15 no.2
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• pp.103-114
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• 2009

Purpose: The purpose of this study was to investigate factors which affect the quality of nursing services and intention to revisit as perceived by hospitalized patients and nurses in medium sized urban hospitals. Methods: The SERVQUAL scale, a measurement of overall nursing services and intention to revisit a medical institution, was used. The sample consisted of 223 patients and 239 nurses from four medium sized hospitals in I city. Frequencies, t-test, One-way ANOVA, Pearson correlation coefficient and Stepwise method regression were used to analyze the data. Results: For expectation, nurse and patient perceptions were similar, but for performance, patient perception was significantly higher than nurse perception for five factors. The factors affecting intention to revisit the hospital were those recommending, satisfaction with medical and nursing services. Conclusion: The findings indicate that differences between expectations and performance for both patients and nurses need to be reduced in order to elevate patient satisfaction. A precondition for intention to revisit and increased satisfaction is the development of marketing strategies as well as intervention programs in nursing.

• Korea Journal of Hospital Management
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• v.10 no.2
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• pp.64-80
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• 2005

The objectives of this study were to identify factors associated with unexpected revisit to an emergency medical center (EMC) located in Seoul and to examine reasons for revisit. During March, June, September and December, 2002, a total of 168 patients had unexpected revisits to the EMC within 48 hours of a previous discharge. As a 1:1 matched control, we included 136 patients who: discharged from the EMC during the same time period: did not return to the EMC; had the same diagnosis and age(${\pm}5$) with the case. In this study, factors associated with unexpected revisits were defined as characteristics of a previous discharge, which were classified into three: sociodemographic, EMC visit-related, and discharge management factors. Reasons for revisit were categorized into disease, physician, patients, and system-related factors. Data were collected by medical chart review with assistance from clinicians of the EMC. Logistic regression results showed that patients who headed home after discharge without follow-up schedule had a 27.6 times higher risk of revisiting EMC than those who were hospitalized following EMC visit. Patients discharged on his own will had a 5.9 times higher risk of revisiting than those discharged following physician's advice. Patients requiring continual observation at the time of discharge were more likely to revisit by 8.7 times than those discharged with improved condition. About 69.13% of the revisits were due to disease-related factors, followed by 13.90% due to patient-related factors, 8.64% due to system-related factors, and 8.34% due to physician-related factors. It appears that the most significant factors influencing revisits are discharge management factors such as patient's condition at discharge, whether the discharge was accorded with physician's advice, and whether returning home without follow-up schedule. Therefore, appropriate discharge management is necessary to prevent EMC revisit.

• 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.

• Journal of Korean Academy of Nursing Administration
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• v.17 no.1
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• pp.5-13
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• 2011

Purpose: The purpose of this study was to examine the effect of patient perception of the switching cost and negative word of mouth on revisit intention of patients in out-patient departments (OPDs) of general hospitals. Method: The participants were 306 patients in general hospital, selected through convenience sampling. Data were collected using a structured questionnaire and analyzed using descriptive statistics, Spearman correlation coefficient, and logistic regression with SPSS Win. Results: Relational switching cost was positively correlated with revisit intention (r=.58, p=<.001), but not financial switching cost or procedural switching cost. Negative word of mouth was negatively correlated with revisit intention (r=-.22, p=<.001). The significant predictors influencing revisit intention in patients was relational switching cost. Conclusion: The findings of this study suggest that hospital and nursing managers should seek to bolster perceptions of switching costs and negative word of mouth, which subsequently increases revisit intentions in small hospitals located in the country as well as urban large hospitals.

• Health Policy and Management
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• v.32 no.2
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• pp.164-172
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• 2022

Background: The purpose of this study was to the impact of the coronavirus disease 2019 (COVID-19) outbreak on emergency departments (EDs) in patients under the age of 18 years with respiratory disease. Also, we analyzed similarities and differences in patients including revisit before and after the COVID-19 outbreak. Methods: This study population was respiratory patients under the age of 18 years who visited all 403 EDs in Korea between January 1st, 2019 and December 31st, 2020, using the National Emergency Department Information System Database. The primary outcome was the number of respiratory patients according to age, sex, the type of EDs, season, Korean Triage and Acuity Scale (KTAS) levels, the result of ED, and length of stay. The secondary outcome was the number of revisit respiratory patients within 72 hours. We calculated the risk-adjusted revisit rates according to the KTAS level using a multiple logistic regression model. Results: The number of ED visits decreased from 274,526 in 2019 to 79,007 in 2020; this number was 71.2% lower than that before COVID-19. In spring 2020, this number was 90.1% lower than during the same period in 2019. For the revisit rate in the study population, the adjusted odds ratio (95% confidence interval) was 1.22 (1.05-1.41) in 2019 and 1.39 (1.07-1.81) in 2020. Conclusion: Implementing appropriate emergency care policies in severe respiratory patients would have contributed to improving the safety of reducing in revisit rate.

• The Korean Journal of Health Service Management
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• v.3 no.1
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• pp.33-46
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• 2009

In order to analyze possible effects of senior hospital selection factors and service satisfaction on senior hospital patients' revisit of senior hospital, this study surveyed guardians of total 204 patients hospitalized in major 4 senior hospitals in Busan. As a result, this study came to the following conclusions: First, it was found that guardians considered appropriateness of medical treatment cost as the biggest factor of choice, which was followed by kindness of doctor and hospital employees, locational accessibility (traffic convenience), and doctor's medical capacity. Second, the factor analysis about patients' satisfaction showed that the influential factors consisted of satisfaction at medical staffs, satisfaction at nursing and care, and satisfaction at facilities. Third, there was not significant difference in the overall impression of hospital and the intention of revisit depending upon sociological variables. Fourth, satisfaction at nursing and care and satisfaction at facilities had significant effects on better satisfaction at overall impression of hospital, and it was noted that the shorter admission period and the less complaint led to the higher intention of revisit. Therefore, it is necessary to improve satisfaction at medical staffs, nursing and care, and facilities rather than patients' own sociological characteristics.

• Journal of Korean society of Dental Hygiene
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• v.12 no.6
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• pp.1165-1172
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• 2012

Objectives : This study aims at analyzing the quality of medical service of the dental hygienist upon patients' satisfaction and the intention of hospital revisit in order to figure out the role of the dental hygienist to improve patients' satisfaction. Methods : Questionnaire survey was carried out to patients in dental hospital and clinics in Seoul and Gyeonggi-do. Total 301 sheets except for insufficient ones were analyzed and the results are as follows. Results : As for the correlation analysis between variables affecting patients' satisfaction, every variables showed significantly positive relation, and the relation between medical treatment level of the dental hygienist and patients' satisfaction had the strongest positive (+) relation (p<0.001). Oral health education satisfaction by the dental hygienist and the medical treatment satisfaction by the dental hygienist had significant influence on patients' satisfaction, a dependent variable (p<0.001). Hospital environment (p<0.000), oral health education satisfaction by the dental hygienist (p<0.05), the satisfaction of medical treatment level by the dental hygienist (p<0.05) and patients' satisfaction (p<0.001) had significant influence on the intention of hospital revisit. Conclusions : In order to improve dental medical service quality and the intention of hospital revisit, the role of the dental hygienist is important. Thus, it seems necessary to prepare specific education plan on the medical service by the dental hygienist.