• Asia-Pacific Journal of Business
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• v.13 no.3
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• pp.19-34
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• 2022

Purpose - The purpose of this study is to examine whether a psychological concept enhances healthcare users' service experience. Specifically, the study proposes and empirically examines a model of perceived control in which the user's sense of control is postulated as exerting positive influences upon his/her motivation, self-efficacy associated with his/her role as a patient, and satisfaction with his/her medical service experience. Methodology - Data were collected by a professional research company, using an online survey method. Participants of the study included adults nineteen years or older who had visited a medical service institute at least once during the previous one-year period. For the test of the research hypotheses, structural equation modeling using AMOS was used. Findings - Findings of this study denote a unique insight into the users' comprehension of medical service experiences and their behaviors. First, the concept of perceived control is identified as a factor that enhances the quality of individuals' medical service experiences. A sense of control directly influences medical users' self-efficacy to comply with doctor's recommendations, their motivation to comply with doctor's recommendations, and their satisfaction with the medical service experience. Second, one's perceived self-efficacy is found to exert positive influences upon both motivation and satisfaction. Third, one's motivation to comply with the doctor's recommendation is found to exert a positive influence upon one's satisfaction. Additionally, perceived control is found to exert an indirect influence upon medical service users' satisfaction through the mediation of both self-efficacy and motivation. Research Implications - The findings of the study support the notion that perception of control among medial service users enhances their service experience as patients. The main thrust of this study suggests that it is necessary for healthcare practitioners to consider implementing service encounter strategies that purposefully enhance the sense of control among their patients. The identification of significant inter-relationships among perceived control, motivation, self-efficacy, and satisfaction among medical service customers should also serve as a meaningful seed for further research pursuits.

• Journal of Distribution Science
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• v.20 no.10
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• pp.105-117
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• 2022

Purpose: The digital healthcare business is rapidly growing due to the COVID-19 pandemic, and the medical service platform business based on smartphone apps is globally expanding. This study targeted medical information online to offline (O2O) platform users in the medical service field. It verified the effect relationship revealed in the continuous use intention of the platform with the mediation of platform quality components, namely perceived benefits, flow experience, and use satisfaction. Research design, data and methodology: Based on previous studies, three medical information O2O platform quality components, namely system quality, information quality, and service quality, were defined. And the questionnaire survey was carried out targeting 359 leading medical information O2O platform users in Korea. Results: As a result of the analysis, it was confirmed that system quality and service quality had a positive (+) effect on satisfaction and continuous use intention with the mediation of perceived benefits and flow experience. Meanwhile, information quality had a negative effect (-) on perceived benefits and flow experience and did not affect use satisfaction and continuous use intention. Conclusions: Consequently, it was ascertained that the system quality and service quality affecting user behavior and experience were more significant factors than information quality to medical information O2O platform users from the medical service aspect.

• Journal of the Ergonomics Society of Korea
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• v.31 no.1
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• pp.93-100
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• 2012

Objective: This study is to review the current state of services offered to pharmacy users, and develop a service design converging a prescription service and a smart phone application service in order to enhance patients' experience at pharmacies and home. Background: Under the new medical system; separation of prescribing and dispensing drugs, a doctor writes a prescription to their patients and patients have their prescription filled at the pharmacy. As the number of flue, allergy and atopy patients has increased, waiting lines have been longer at pharmacies. Besides, the current medical service system lacks of providing proper information on prescribed pills to patients. There are already services offered during waiting times such as offering free drinks, magazines or suggesting general drugs which you can buy without prescription, however they neither cover the current medical service's shorts nor shorten the waiting time. Method: I researched objective and perceived waiting times reduction methods, the current service status at pharmacies, and the government's policy direction in a medical service. Also, I observed a patient's journey from the hospital to pharmacy and then home. I examined the circumstance at pharmacies, patients' behaviors and their thoughts during their journey, and extracted three main goals to design a service in order to help patients have positive perception during the waiting time; (1) to reduce the perceived time by the way of visualizing time and offering readings about what patients consider necessary, (2) to educate patients what they are into and how to get through, (3) to establish trust among patients, doctors and pharmacists. Based on three goals, I designed a structure and a wireframe for a new service application of smart phones. Results: With a new service design for pharmacy users, users can track their medical record and visit the information about their current medical treatments anytime. Also the service helps patients build reliable relationships with doctors and pharmacists. Conclusion: Experience is not just an activity but series of multiple activities. The serving range of a medical service should not be determined by stakeholders but user's holistic experience. By approaching a service design with a holistic vision, it can enrich not only a temporary experience but also a whole life well being. Application: Since there are already many service applications advising patients about their illness and finding right doctors, this service design is focused on the experience from getting a prescription till feeling better. The next move is to combine those two parts medical services and design an integrated service application. As a prescription is going to be coded in numbers, we might consider to design an un-attended pharmacy which can shorten huge amount of time for filling prescriptions.

• International Journal of Knowledge Content Development & Technology
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• v.12 no.2
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• pp.57-75
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• 2022

Currently, it is not easy for most domestic public libraries to collect and provide reliable health information services on their own. Health information is distributed or professional, making it inconvenient for users to use. Based on the implications derived from the case study, the Library Health Information Integration Service Model was proposed as a specialized information service. The model consists of a composition shared by librarians, health and medical experts, and users, focusing on library websites that provide integrated health information integration services, and has the following features. First, it provides health and medical information on a specialized subject. Second, it provides integrated health and medical information services provided in various ways. Third, librarians and health and medical experts work together to provide information services. Fourth, users can freely use health information integration services online and offline. The model presented in this study means that libraries can play a leading role in health information integration services to increase the utilization rate of public libraries and further contribute to librarians serving as experts in health information services.

• Journal of the Economic Geographical Society of Korea
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• v.21 no.1
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• pp.1-19
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• 2018

This study aims to analyze the regional patterns of user-provider in medical services for spatial improvement of national health care delivery system in south Korea. By using the National Health Insurance Service National Sample Cohort DB, the characteristics and changes in the medical service cases served outside of residing regions are found. In 2013 the rate of the cases served outside of residing regions was declined slightly and users of medical institutions outside of their residing area tended to have high income level relatively and to visit hospitals than clinics. And departments visited have changed from 2002.

• Journal of information and communication convergence engineering
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• v.19 no.4
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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.

• Research in Community and Public Health Nursing
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• v.27 no.3
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• pp.272-283
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• 2016

Purpose: This is a comparative study using secondary data from the Korean national long term care (LTC) insurance. Methods: Visiting nursing (VN) service users (n=666) and non-users (n=4,375) were extracted and compared in terms of medical expenditures, length of hospitalization, and annual number of ambulatory care visits to investigate effects of VN services in LTC. Results: Total health care expenditures were compared between the two groups and it was found that VN service users spent about $ 1700 than non-users for their medical costs between 2009 and 2011. The average length of in-hospital stay for VN service users was 19.4 days shorter than that of non-users. However, using VN services did not significantly influence the annual number of ambulatory care visits. Conclusion: The study has found that VN services are effective ways of providing community-based LTC services. We recommend LTC policy makers to further utilize VN services to deliver cost effective health care services.

• IE interfaces
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• v.17 no.3
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• pp.314-329
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• 2004

The rapid growth of investments in mobile service to reach a large and growing body of customers, coupled with low communication costs, has made user acceptance an increasingly critical management issue. The study draws upon the task-technology fit (TTF) model as its theoretical basis and its empirical findings to pragmatically explain the key factors that affect the performance and user acceptance of mobile service in medical field. A total of 110 usable responses were obtained. The findings indicate that the task, technology, and individual user characteristics positively affect task-technology fit and mobile service usage. The task-technology fit and mobile service usage are the dominant factors that affect mobile service performance. The result points out the importance of the fit between technologies and users' tasks in achieving individual performance impact from mobile service in medical arena.

• Journal of The Korea Institute of Healthcare Architecture
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• v.21 no.4
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• pp.27-36
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• 2015

Purpose: Of late, the focus of service design is moving toward emphasizing customer satisfaction and taking users' experience more seriously. In addition to the change in perspective in service design, scholars in this area are paying more attention to service design methodology and process, as well as its theory and real-world case studies. In the case of medical space, there have been few studies in attempting to apply service design methods useful for deriving user-focused results. The author of this paper believes, however, case study-oriented approaches are more needed in this area rather than ones focusing on theoretical aspects. The author hopes thereby to expand the horizon to practical application of spatial design beyond service design methodology. Methods: In order to incorporate the strengths of service design methodology that can reflect a variety of user opinions, this study will introduce diverse tools in the framework of double diamond process. In addition, it will present field cases that successfully brought about best results in medical space design. It will end with summarizing the ideal process of medical space design which is reasonable and comprehensive. Results: Medical service encompasses preventive medicine as well as treatment of existing medical conditions. A study in establishing the platform of medical service design consists of a wide range of trend research, followed by the summary of two-matrix design classification based on results of the trend research. The draft of design process is divided into five stages composed of basic tools for establishing spatial flow lines created by matching service design tools with each stage of space design processes. In all this, most important elements to consider are communication and empathy. When service design is actually applied to space design, one can see that output has reflected the users' needs very well. The service design process for user-oriented medical space can thus be established by interactions on the final outcome and feedback on the results. Implications: One can see that the service design with the hospital at its center produces the result that encompasses the user's needs best. If the user-focused service design process for medical space can be extended to other space designs, the author believes that it would enhance the level of satisfaction for users and minimize trials and errors.

• The Korean Journal of Health Service Management
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• v.7 no.1
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• pp.133-144
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• 2013

The present study is aimed at assessing medical service quality as perceived by in-patients of geriatric hospitals and at analyzing the excitement factors by using revised IPA Applying the Kano's model for users' satisfaction. The data was collected from Nov. 5 to Dec. 7, 2012. Among a total of 503 cases of questionaries, only 419 cases were used. To data were analyzed by PASW statistics 18.0 and revised IPA applying Kano's model. The paired t-test results reveal that satisfaction was higher than the expectation level at a statistically significant level across all the medical service quality factors. The revised IPA results categorized facility convenience, hospitalization and care, and kindness as basic factors and medical reliability and access as excitement factors. In conclusion, medical reliability and access, which were identified as excitement factors of medical service quality, are essential opportunity factors for users and should accordingly be used as strategic factors to increase satisfaction with a geriatric hospital and induce customer surprise.