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6 - Sigma 경영혁신기법 시행에 따른 방사선과 내부고객만족도의 변화
이근옥,박재성,강충환,김미영,김승식,Lee, Keun-Ohk,Park, Jai-Soung,Kang, Chung-Hwan,Kim, Mi-Young,Kim, Seung-Sick 한국의료질향상학회 2006 한국의료질향상학회지 Vol.12 No.1
Background : The concept of 'service' in a hospital is based on the quality of medical staffs who serve as customer-satisfying media, and this is what distinguishes general hospitals from other business corporations in which customer satisfaction is achieved through commercial products. Thus, the internal employee satisfaction is essential in the improvement of the 'service' and subsequent 'competitiveness' of a hospital. The purpose of this study is to establish internal marketing strategies for a general hospital through regular surveys on employee satisfaction. Method : Surveys on employee satisfaction in radiology department were conducted regularly twice a year in a university hospital with 800 beds 2001 in 2004. The subjects of this study were 35 employees who work in radiology department. The authors developed the questionnaires and the surveys were conducted initially during the first 6 months of the year. After necessary improvements were made by applying 6 Sigma techniques, subsequent surveys were conducted during the latter 6 months of the year and the degree of employee satisfaction was compared. Results : Overall satisfaction increased with a constant rate and the authors were able to assess that the hospital is being gradually stabilized. The degree of satisfaction assessed by multiple choices showed only minor changes. However, as a result of focusing on the demands put forth by the employees through the open questions, the degree of satisfaction increased gradually year after year. Conclusions : It is important to heighten the internal employee satisfaction systematically and harmoniously through the assessment on the demands of the internal customers and feedback-based communications between the management officers and the staffs. Continuous surveys on the internal employee satisfaction will serve to be valuable materials in the establishment of internal marketing strategies for a general hospital.
영상의학과 특수검사에서의 미 예약률.부도율 원인 조사 및 환자 만족도 조사를 통한 질 향상 활동 사례 보고
강혜경,유희옥,유병헌,김승식,박재성,박선경,최보영,Kang, Hye-Kyung,Yoo, Hui-Ohk,Yoo, Byung-Heon,Kim, Seung-Sick,Park, Sun-Kyung,Choi, Bo-Young,Park, Jai-Soung 한국의료질향상학회 2007 한국의료질향상학회지 Vol.13 No.1
문제: 영상의학과 특수 검사(CT, MRI, 초음파)가 고가인 것에 반해 환자의 대기시간이 길어 환자의 만족도가 낮고 부도율(non-attendance rate)도 높다. 목적: 환자의 영상의학과 특수 검사 예약률과 부도율(non-attendance rate)을 파악하고 이에 관한 원인을 분석하여 환자의 만족도를 증가시킬 방안을 모색하는 것이 목적이다. 의료기관: 경기도에 소재한 920병상규모의 대학병원 질 향상 활동: 영상의학과 검사 예약 환자의 부도율 원인 조사 및 만족도 조사를 실시하여 원인을 파악하고 개선을 통해 질 향상을 도모하였다. 개선효과: 전체부도율이 개선 전 9.6명에서 개선 후 7.1명으로, 불량률은 개선 전 10.43%에서 개선 후 7.81%로 다소 감소되었으며 검사 예약률은 개선 전 93.94%에서 개선 후 94.51%로 미 예약률은 6.0%에서 5.5%로 감소하였다.
방사선부문 OCS 프로그램 개선을 통한 내부고객 만족도 향상
정치국,김재석,박선경,박재성,박정미,Chung, Chiguk,Kim, Jaeseok,Park, Sun-Kyung,Park, Jai-Soung,Park, Jung-Mi 한국의료질향상학회 2007 한국의료질향상학회지 Vol.13 No.1
문제: 방사선 처방전달시스템(OCS) 프로그램에 대한 내부고객의 불만사항이 제기되었다. 목적: 방사선부분 OCS에 대한 내부고객의 만족도를 평가하고 문제점을 개선하여 만족도를 향상시킨다. 의료기관: 경기도에 소재한 의과대학 소속 병원의 영상의학과 질 향상 활동: 방사선 부분의 내부고객 만족도 조사를 통한 개선 방안 도출 및 평가 개선효과: 전체 만족도 영역에서는 개선 전 불량률 7.49%에서 개선 후 1.41%로 감소하였으며 촬영 및 재료 소모 관리 부문에서 불량률은 개선 전 14.28%에서 개선 후 3.84%로 감소하였다. 교훈: 프로그램 매일 사용하는 내부고객의 평가를 통해 업무효율을 높일 수 있었으며, 개선 효과를 최대화하기 위해서는 각 관련부서간의 협력이 필수적이다.
입원 소아환자에서 정맥주사 시 통증 및 불안을 경감시키기 위한 중재연구
김묘진,백정희,서원석,김미영,박선경,박재성,Kim, Myo-Jin,Bak, Joung-Hae,Seo, Won-Seok,Kim, Mi-Young,Park, Sun-Kyoung,Park, Jai-Soung 한국의료질향상학회 2006 한국의료질향상학회지 Vol.12 No.1
Background : Most hospitalized children will experience physical pain as well as psychological distress. Painful procedure can increase anxiety and fear of pediatric patients and their parents who do not have understanding logical of their disease and hospitalization. This study attempted to identify pain reduction in related to therapeutic intervention by age and environmental improvement. Methods : A total of 194 hospitalized children and their parents were investigated. Data collection period was 3 months from March to May 2004. Four instruments were used to collect the data : Faces Pain Rating Scale(FPRS), Heart rate, Oxygen saturation and Pain behavioral check list. The data were analyzed by a SPSS program and tested x2-test, t-test, ANCOVA. Results : 1. Age from 0 to 3, the Heart rate, FPRS, Oxygen saturation and Pain behavioral check list were significantly different in theraputic intervention group when compare to control group. 2. Age from 4 to 6, FPRS, Oxygen saturation and Pain behavioral check list were significantly different in theraputic intervention group when compare to control group. But the heart rate were not significantly different when compare to control group. 3. Age from 7 to 9, FPRS and Pain behavioral check list were significantly lower in therapeutic intervention group when compare to control group but Heart rate and Oxygen saturation were not significantly different when compare to control group. Conclusion : The results of this study concludes that most children experience acute pain during IV therapy and it can be reduced by age specific therapeutic intervention and by change of surrounding environment.