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장애인 환자를 위한 구강의료 서비스지침 개발의 전략적 방향 - IPA 기법을 중심으로 -
백혜란 ( Hye-ran Paik ),이재영 ( Jae-young Lee ),진보형 ( Bo-hyoung Jin ),김영재 ( Young-jae Kim ) 대한구강보건학회 2016 大韓口腔保健學會誌 Vol.40 No.4
Objectives: This study aimed at assessing the quality of dental services, as perceived by the disabled, and analyzing the factors identified to be of both high importance and low performance, as identified by IPA. Methods: The data were collected from June 8 to November 2, 2016, after approval by the institutional review board. Questionnaires were distributed to 1466 disabled dental service consumers, of which 349 cases were included. The data were analyzed by frequency analysis, multi-regression analysis for implicit importance, and IPA matrix for marketing strategy. Results: The performance results revealed that cost level, reduction of the fee, and waiting time for treatments were the sources of greatest dissatisfaction. The IPA matrix results categorized the next appointment, explanation of the fee, waiting time for treatment, professionalism of the staff, and convenient facilities as high-importance, low-performance factors. Meanwhile, the results of the IPA matrix for consumer segmentation, according to recently used dental institutions were different. The dental clinic users evaluated professionalism of the staff, convenience of the facility, explanation of the fee, and cost level as high-importance, low-performance attributes. The dental hospital users indicated that waiting time for treatment and next appointment were high-importance, low-performance attributes. Finally, the public health center users indicated that convenience of booking, waiting time for treatment, convenience of facilities, reduction of the fee, and next appointment as high-importance, low-performance attributes. Conclusions: To improve the quality of dental service, we need to understand the needs of the dental patients with disability. All attributes that were categorized as high-importance, low-performance must be improved first and should accordingly be used as strategic factors to increase satisfaction with oral medical institutions.
장애인의 구강건강권 확립을 위한 구강의료 서비스 전달 시스템 개발
백혜란(Hye-Ran Paik),김소연(SoYun Kim),진보형(Bo-Hyoung Jin),이재영(Jae-Young Lee),임영우(Yeongwoo Lim),김영재(Young-Jae Kim) Asia association of Disability and Oral health 2018 International Journal of Disability and Oral Healt Vol.14 No.2
The need for oral health rights for people with disabilities is very high, and current oral health care system does not fully reflect these demands. Efforts to promote oral health of people with disabilities are urgently needed. In order for the disabled to have oral health rights, access to oral health services for people with disabilities should be improved and barriers to access should be resolved. In this study, we propose oral health service delivery system to guarantee oral health rights for the disabled. In addition, before applying the proposed oral medical delivery system, the external effects of the system application were predicted and the expert verification was conducted to find out the solution. There are some controversies about the development of the service delivery system proposed in this study. As a result of the expert verification, there were disagreements about the suitability of the service provider, the suitability of the service recipient, the appropriateness of the service content and scope, and the appropriateness of the cost and the revenue source. Subsequent Delphi surveys require the development of structured questionnaires for discussions that require consensus. It is expected that a reasonable consensus of expert opinions will be derived.
장애인 구강의료기관을 위한 서비스지침 개발 - 서비스디자인 기법을 활용하여 -
김소연,백혜란,김영재,Kim, So Yun,Paik, Hye-Ran,Kim, Young-Jae 한국병원경영학회 2017 병원경영학회지 Vol.22 No.3
This study developed key elements of dental service guidelines for the disabled patients. In order to provide consumer-oriented service guidelines for the dental patients with disability, service design method was applied. Using service design method guided by the double diamond design process, this study implemented consumer survey, observation, and contextual interviews for consumers' needs assessment. And customer journey map, mind maps, and blueprints were utilized to visualize consumer needs and guidelines for dental care services for the disabled. According to the study, disabled consumers have needs for expertise of the medical staff, dental care institutions specialized on the disabled, financial support, establishment of the facilities for the disabled, comfortable atmosphere in the institutions, and communication with medical staffs. Based on the needs of the disabled, 5 key elements of the dental care services were developed: convenience, expertise, empathy, financial support, and education and management. And service design guidelines were proposed to implement key elements of dental care services for the patients with disability. This study is significant in that it is the first attempt to apply the service design technique from the consumer perspectives in the field of dental care for the disabled. Furthermore the process of this study has become a reference that can be utilized and applied to other medical institution.