• 간호행정학회지
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• 제9권2호
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• pp.251-264
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• 2003

Purpose : The expectations are defined as desired expectations in initial SERVQUAL scale(1985, 1988), but in modified SERVQUAL scale(1991), are defined as a feasible ideal point expectations. In assessment of nursing service quality by SERVQUAL scale, the definitions of expectations is important problem. The purpose of this study was to compare the feasible ideal point expectations with the desired expectations in assessment of nursing service quality using SERVQUAL scale. Methods : The subjects were 256 inpatients at 4 general hospitals in Jeju-do(123 for feasible ideal point and 133 for desired). The data were collected by two types of self-reporting questionnaires to measure the feasible ideal point and desired expectations. For data analysis, t-test, multiple regression, and comparative analysis of multiple Rs via Fishers Z transformation. Results : Compared with the SERVQUAL scores, the feasible ideal point expectations better explained the variations of the overall consumer satisfaction($R^2$=O.33) than the desired($R^2$=O.25). Conclusion : The feasible ideal point expectations were more suitable to the assessment of nursing service quality using SERVQUAL scale. It will be need to explore the conceptual definitions of expectations using SERVQUAL scale in different settings. Also, further study needs to be conducted to compare alternative service quality measurement scales.

• 대한간호학회지
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• 제39권1호
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• pp.124-135
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• 2009

Purpose: The purpose of this study was to evaluate the service satisfaction for families who have someone with mental illness, and are using community mental health centers in Gyeonggi Province. Methods: The participants in this study were 796 family members. Data were collected using Family satisfaction survey questionnaire developed by the author (23 items on family service and 15 items on client service). Results: The total satisfaction level for the service with family and client resulted in above average scores. Of the 23 service items, data showed the highest level of satisfaction was with professional skills and attitude, and day rehabilitation programs, and the lowest for professional activities for advocacy and social welfare benefits, emergency & crisis intervention, medical expense subsidies. Of the 15 service items, job and housing related service had the lowest level of satisfaction. Conclusion: It is recommended that psychiatric emergency & crisis intervention programs and system development be accelerated. Also, there is a need to develop medical expense subsidy programs for older family caregivers, job and housing focused rehabilitation programs and community facilities for the client, as well as more active and powerful professional advocate activities for persons who have mental disabilities and their families.

• 대한예방한의학회지
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• 제10권1호
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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.

• 보건의료산업학회지
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• 제10권4호
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• pp.109-121
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• 2016

Objectives : This study was conducted to investigate the need of medical supporting service (MSS) as a part of community-based hospice palliative care from the view point of beneficiaries and providers. Methods : This study adopted a methodological triangulation design. A questionnaire regarding intention to use MSS was completed by 175 patients under home-based cancer patient management program. And three focus groups consisted of hospice nurses, public health physicians, and public officials were interviewed to obtain the perceived needs, obstacles, and solutions of MSS. Results : Mean age of home-based cancer patient was 70.18 year old, 48.0% of them were living alone. Only 53.7% of them were treated pain and 93.7% intend to take pain medication prescribed by public health physician. All participants of focus group interviews agreed necessity and importance of MSS. Physicians' lack of confidence and unwillingness to prescribe opioid to terminal patients was the biggest obstacle to provide MSS in the public health center. Conclusions : The necessity and demand of MSS for community-dwelling cancer patients were verified. MSS is urgent issue to meet their needs.

• 가정∙방문간호학회지
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• 제8권1호
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• pp.74-84
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• 2001

This descriptive study was conducted to determine the awareness by doctors and patients of the hospital based home nursing service, and the willingness of the patients as well as the doctors to use the service if provided. The convenience samples consisted of 240 hospitalized medical-surgical patients, and 64 doctors from one' hospital. The data was collected from June 1 to June 30, 2000, by questionnairs and interviews. The results of the study were as follows: 1. 57.4% of the subjects were male patients. 35.8% were over 60 years old. and incomes ranged from 1.000,000 to 1.990,000 Won per month in 33.2% of the subjects. 2. 61.3% were unaware of home nursing. 52.7% of the subjects got information about home nursing via TV, magazines, and newspapers, and 83.4% of them showed a willingness to use the service if available. For doctors, 87%, of them said that they were aware of home nursing, and 84.4% viewed the service as necessary. However, only 39.1% responded that they are willing to refer their patients to the home nursing service if it is available. 3. Those who know about the service perceived it more advantageous; however, many do not know about it. Based on the above findings, the following suggestions are made: (1) It is necessary to hold a workshop or a seminar about hospital based home nursing service to draw attention of hospital personnel. (2) There is a need to publicize home nursing service to patients and their family members. (3) Further research is necessary to analyze cost/effectiveness of a hospital based home nursing service for the hospital.

• 한국병원경영학회지
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• 제25권1호
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• pp.46-57
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• 2020

Objectives: The purpose of this study is to evaluate the factors affecting patient satisfaction for the nursing service of comprehensive nursing care service unit in Tertiary hospital Methods: This study employed a descriptive survey to investigate the nursing satisfaction and the study data was collected from 74 patients among 83 patient who were admitted to the nursing care integration service ward of an tertiary hospital for 10 days from May 9, 2018 to May 19, 2018. Data was analyzed by descriptive statistics, t-test, ANOVA, and multiple linear regression using SPSS 21 program. Results: The average with nursing satisfaction was significantly different according to marriage type and KPCS level. It was found that physical factor and educational factor have statistically significant effect on nursing satisfaction. As physical care increase by one unit, patient satisfaction increase by 0.226(95% CI; 0.061-0.390) and also satisfaction increase by 0.443(95% CI; 0.070-0.816) as education care increase by one unit. Conclusions: As a result of study, it was found that it is necessary to provide patients with more careful nursing service in physical and educational perspective, in order to improve the service quality of comprehensive nursing care service unit.

• 한국보건간호학회지
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• 제16권2호
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• pp.354-377
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• 2002

Aging population is a global trend and Korea is no exception. Due to the progress of the medical and scientific sectors, increase in the average lifetime incurred increase in the number of elderly people. Meanwhile, the family function of supporting the elderly has become a major issue in a society due to the changes in the society's structure and increased entry of the women into the workforce. As a means to substitute the protection of the elderly who are not protected at their respective homes and to replace the tending needs, weekly protection centers and short-stay centers for the elderly were established and operated in Seoul since 1992. However, structured and satisfactory services are not yet to be provided, thus this research intends to understand the current situation at the short-stay centers for the elderly, to identify users' characteristics and to conduct study on nursing need for the health reasons so that the results of the research can be utilized as basic data for the development of nursing care program. Towards this end, this research targeted 142 elderly people who were undergoing treatment at the 11 short-stay centers for the elderly out of total of 13 located in Seoul that were willing to cooperate. The research was conducted from April to May 2002, with the measurement tool developed by Rhee, Seon-ja (2001) to measure the level of nursing need. Then data was collected and analyzed using SPSS program. The results are as follows. The general characteristics of users of the short-stay centers for the elderly were: 123 females $(86.6\%)$, 19 males $(13.4\%)$ and 72 elderly were over the age of 80 $(50.7\%)$. Among these, 24$(16.9\%)$ were living by themselves. Among the illnesses that the subjects were inflicted with were: dementia $(54.2\%)$, stroke $(54.1\%)$ and high blood pressure $(50.7\%)$, in the respective order. Despite the fact that they were diagnosed with illnesses, $47.2\%$ responded that they do not undergo special treatment due to financial reasons. When the level of needs for nursing care among the elderly who use the short-stay centers is divided into informational. physical. and emotional need levels and scored between zero to two, the level of emotional need is the highest with 1.80, followed by physical (1.45) and informational (1.44) need levels. As for the realities of services at the centers and improvement areas, restriction on term was cited as the greatest inconvenience with $38.7\%$, followed by lack of budget (24 respondents, $16.9\%$). Wishful services were financial assistance $(46.5\%)$, medical and nursing services $(40.1\%)$, meal provision service $(8.5\%)$ and counseling service $(4.9\%)$, in the respective order. Based on the above mentioned results, the research identified the need to develop nursing program for the patients of dementia that can be applied onto the short-stay centers and the need to develop volunteer service, backed by societal support. Also, placement of specialized cadre of professionals is needed so that medical and nursing service functions can be provided in a complementary manner.

• 한국농촌간호학회지
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• 제2권2호
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• pp.145-152
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• 2007

Purpose: The purpose of this study was to suggest new directions for public health programs in rural and remote areas. Method: For this purpose, a literature review was done including articles, research reports, and master theses and doctoral dissertations. Results: Public health programs in rural remote areas were found to be very insufficient in terms of professional personnel and program diversity. Especially, there is a lack of adequate manpower and infra-structure in the public health sub-centers at the township and sub county level. Although community health practitioners at the village level are providing public health service beyond medical care, their coverage rate is very low. Conclusion: The results suggest a need to strengthen the function of public health sub-centers to provide comprehensive public health service based on the life-cycle approach. For this new change, legal and political support must be developed.

• 한국콘텐츠학회논문지
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• 제17권5호
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• pp.366-375
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• 2017

본 연구는 의료급여환자와 가족 3인, 요양병원에 4년 이상 근무한 경험이 있는 종사자 5인에 대한 심층면접조사를 통하여 도덕적해이가 우려되고 있는 의료급여환자의 요양병원 이용과정과 입원, 의료서비스, 퇴원과 전원 등에 대하여 분석하였다. 주요 분석결과와 함의는 다음과 같다. 첫째, 요양병원 입원은 의료급여환자의 선택보다는 의료기관간의 연계와 유치를 위한 경쟁적 홍보에 의해서 이루어지고 있었다. 둘째, 의료급여환자의 요양병원 장기입원의 원인은 본인부담이 적어서 도덕적 해이를 유발할 수도 있었지만 거주지 부재, 간병인 부재 등 퇴원 후 사회적인 보호수단이 없는 것도 주요 원인이었다. 셋째, 대다수 의료급여환자들이 치료가 필요한 상태이지만, 건강보험환자에 비해 필요성이 높지 않음에도 입원을 유지하는 경우가 있었다. 넷째, 요양병원의 의료서비스는 재활서비스가 주를 이루고 있으며, 간호인력과 간병인의 역할이 중요하였다. 다섯째, 의료급여환자들은 요양병원 의료비를 수급비와 가족지원 등으로 부담하고 있지만, 일부 환자들은 병원에서 간병비나 본인부담을 면제 혹은 감면받고 있었다. 여섯째, 공공기관과 사회복지기관은 요양병원에 환자를 의뢰한 이후 지속적인 관리를 하지 않고 있으며, 퇴원 후 지역사회서비스 연계가 필요한 것으로 나타났다.

• 한국농촌간호학회지
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• 제2권1호
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• pp.60-69
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• 2007

Objectives: This study was done to identify health and functional status of rural elders, to identify the use of health and medical treatment and welfare services in order to present directions for improving use of health and welfare services by rural elders. Methods: The participants in the study were 170 elders over 65 years of age who live in the one of the 6 villages served by the Young Am Community Health Post. The elders were visited at home and interviewed the elders using the RAI tool. Descriptive statistics including frequency and range were used to analyze the data. Results: Limitations in physical function, finances and medical treatment service were identified. Conclusions: The findings of this study indicate a need to develop good quality service which is affordable and convenient.