외래 진료 지연 요인 분석 및 개선활동을 통한 고객 감동

오평자,김민자,이동초,남궁원,고은정,박진희,김현아 한국의료QA학회 2008 가을학술대회 Vol.2008 No.3

감정근로와 소진증상 및 자아통제력의 조절효과에 관한 연구

오평자(Oh Pyeong Ja) 한국산업경제학회 2015 산업경제연구 Vol.28 No.3

병원 의료산업은 새로운 정책, 치료기법, 관련 기술의 발전뿐만 아니라 인구 · 사회적 특성변화와 의료시장 개방 등과 같은 환경적 압력에 직면해 있다. 본 연구는 병원 간호사를 대상으로 감정근로가 소진현상에 미치는 영향과, 개인의 자아통제력에 대한 조절변수의 영향 검증을 목적으로 한다. 연구결과 병원간호사의 감정근로의 수준이 높게 나타났으며, 상황요인에 따라서는 병원에서 원하는 표현규칙, 즉 감정근로의 지각수준은 다르게 나타났다. 또한 간호사들의 감정근로 영향을 측정하는데 탈 인격화, 정서적 고갈 및 성취감 저하의 순으로 모델에 대한 설명력은 증가하지만, 소진증상을 유발하는 주 요인은 내적 행동보다는 외적 행동인 것으로 나타났다. 마지막으로 병원간호사의 감정근로와 소진증상에서 자아통제력의 조절효과는 인정되고 있으며, 외적 행동이 내면 행동에 비해 조절효과에 대한 영향력은 높게 분석되었다. 특히 외적 행동에 따른 정서적 고갈에 대한 조절효과가 가장 높게 분석되었고. 감정근로는 병원의 질적 경쟁력을 결정하는 중요한 요인이므로 환자와 관련한 직무배치, 환경을 배려한 사회적 지원 등과 더불어 상황에 따른 자기관찰 및 분석능력 등을 통해 감정통제를 위한 자기관리 능력을 향상시킬 수 있는 프로그램의 도입이 시급히 요구된다. 연구결과를 바탕으로 시사점과 연구의 한계점 및 향후 연구방향을 제시하였다. This study purpose was the effect of predisposing factors of emotional labor and emotional labor that hospital nurses experience from their work on the burnout is closely analyzed. Also, this study considered the fact that even if the emotional labors might realize their emotional labor, the degree will be different depend on the level of self-monitoring. At this point, researcher analyzed how the control factors which regulate the relationship between factors affect employees" burnout. Because if the level of individual worker"s self-monitoring ability, the level of emotional labor decreases and organizational achievement and individual health improves. Accordingly, this study provides useful data which can be used for framing a policy to minimize the risk which are caused by the both of individuals" and hospital emotional labor. The purpose of this study is to contribute to reach the goal of hospital efficiently by having company"s competency through keeping the emotion workers healthy and ensuring the hospital service satisfaction of customers.

정신장애인의 GAF척도에 따른 정신건강에 미치는 요인에 관한 연구

오평자(Pyeong-Ja Oh) 한국보건복지학회 2008 보건과 복지 Vol.10 No.-

Objectives. The purpose of this study is to identify mental patients' level through an analysis of relationship between mental factor and human-socialisticcharacteristic by GAF Scale. Methods. Studies conducted so far on mental disorder were reviewed and, based on such review, realistic measures were suggested in respect of mental health. For this purpose, questionnaires were prepared in line with the conceptual model set forth for the study and distributed to patients hospitalized in psycho-neuro clinics in J-provincial area. Data had been collected from December 1, 2007 to July 30, 2008 in reference to clinical charts and interviews made usually on the day of discharge. SPSS/WIN program was employed to process the collected data by means of such statistical techniques as frequency, percentage, t-test, and ANOVA. Result. (1) From the analysis into GAF scales by diagnosis, all of factors turned out to have statistical significance. High significance was found for schizophrenia at the scales below 60 but for affective, personality and mental disorders at the scales exceeding 60. (2) The analysis into areas of physical health by GAF scales couldn't confirm statistical significance for all factors except sleeping state. No disorder was felt at the scale 60 or higher while sleeping but serious level of sleep disturbance seemed to be experienced under 60. Benign symptoms such as auditory and visual hallucinations, ataraxia and insensibility were cited for reasons of sleep interruption by serious mental patients with GAF scales rated below 60. (3) The analysis into social relationship by GAF scales witnessed that support from peers had significant difference. From the analysis, it was found that men tal patients with scales higher than 60 were supported or aided by peers while those with scales below 60 were given least support or aid from their acquaintances. (4) With regard to analysis of GAF scales in the area of environment, it was found that little difficulties were experienced by patients with higher scales than 60 in using means of transportation but those with GAF scales below 60 bore serious hardship when using transportation. Conclusions. The third preventive measures applied to help mental patients adapt to society shall be planned to meet the requirements of their family members in connection with treatment and nursing of patients in hospitals, as well as admittance into and discharge from them since such measures can be easily and effectively carried out at home thanks to affirmative, receptive and less cost-bearing environment created by family members. In case of patients with serious mental disorder below 60 of GAF scales (category Ⅲ or below of mental disorder), long-term or frequent hospitalization used to lead their families to an immeasurable extent of economic burden. As a political measure to reduce such heavy burden on the government level, the Ministry of Health and Welfare is expected to fund the budget to alleviate medical expenses of mental disorder who have suffered from mental disorder for longer than 5 years at certain degree of disease as has been done for registration of patients with cancer or incurable disease.

심근경색증 환자를 위한 1:1 교육프로그램 적용이 자가 간호에 미치는 효과

오평자(Pyeong-Ja Oh) 한국보건복지학회 2013 보건과 복지 Vol.15 No.-

Purpose: This study was to evaluate the self-care in the application of face to face education program for myocardial infarction patients and to provide basic data for developing the educational programs. Methods: The subjects were 50 Myocardial Infarction patients aged between 40 and 80 who were hospitalized or in outpatient settings. The data were collected from Jan. 1, to Mar. 31, 2012 using a survey technique. The data were analyzed with descriptive statistics, t-test, with SPSS program. Results: The highest score of cardiac rehabilitation knowledge was "diet" and the lowest score was "drugs". The highest score of educational need was "diet" and the lowest score was "daily living and exercise". The score of cardiac rehabilitation knowledge was significantly different with education, economic status and occupation. The subjects" educational need was significantly different with having family history, regular exercise, the duration of a disease, the frequency of hospitalization, age and information. Drinking and srress are not significantly correlated Conclusion: There is a positive effect for the myocardial infarction patients. The results suggest for an appropriate educational program development and further research studies on this topic.

미용보건 서비스품질이 고객만족에 미치는 영향에 관한 연구

유명자,오평자 한국경영교육학회 2007 경영교육연구 Vol.46 No.-

The purpose of this study is how the service quality has been efficiently utilizing in beauty health in Korea and analyzing the actual status of utilizing service quality and verifying whether service quality variables (direct service quality, indirect service quality, other service quality) have influence on the performance of user's satisfaction. For this purpose, service quality variables (direct service quality, indirect service quality, other service quality)are chosen from the existing study to use questionnaire. The hypotheses on the survey results were verified. Among them, six factors were significant in the level of customer satisfaction ; shop environment, employee's direct service, A/S & information service reservation time, waiting time and price model are significant factor which were substantial goods among strategic factors in beauty services. On the other hand, factors like location and event activities were not significant in the level of customer satisfaction. . On the basis of study results presented in this paper, the beauty business need to establish a strategy by setting up a priority by the factor under a tough competitive environment and they can establish customer satisfaction strategy at reasonable price. And the factors which have the positive effect on customer satisfaction presented in this paper need to be managed intensively and they can be utilized effectively in establishing a strategy to deal with customers. 국내 미용보건 서비스품질이 고객의 만족에 미치는 영향을 분석하기 위한 본 연구의 검증결과를 요약하면 다음과 같다. 첫째, 미용실 이용시 전체적인 실내분위기와 더불어 종업원의 직접적인 서비스에 대한 만족도가 높을수록 고객만족도는 높아지는 것으로 분석되었다. 둘째, 사후 서비스제공과 다양한 미용관련 정보서비스 제고가 고객만족도에 유의한 영향을 미치는 것으로 나타났다. 셋째, 고객은 미용서비스 제공시 효율적인 가격관리를 매우 중요시하며, 또한 할인정책에도 매우 민감한 것으로 나타났다. 결국. 국내 미용업계에서 도입․활용하고 있는 서비스 전략은 그 범위나 효율성 면에서 고객들의 미용보건서비스 선택의 폭을 좁히는 결과를 초래하고 있다. 따라서 다양한 고객들의 욕구를 수용하여 이용자들의 만족도를 제고하고 나아가 성공적인 미용보건서비스의 운영을 위해서는 업계와 고객사이의 직접적인 관계의 신뢰성을 향상시켜야 하며, 고객과의 보다 다양한 커뮤니케이션을 통해 고객 만족도를 높이기 위한 지속적인 노력과 유기적인 관계가 유지되어질 때 고객 만족도를 향상시킬 수 있을 것이다.

노인 의료서비스 이용에 대한 현황분석과 개선방향

고민석,김수열,오평자 원광대학교 대학원 2007 論文集 Vol.39 No.-

The purpose of this study was to find the present condition and improvement of health care service utilization for the elderly. The data for the analysis of the present condition of health care service utilization came from National Health Insurance Statistical Yearbook for 1992~2000 by National Health Insurance Corporation and Health Insurance Review and Evaluation Statistical Yearbook for 2001~2006 by Health Insurance Review Agency. The result of the investigation shows that health problems of the elderly are still serious and their health care expenditures and utilization of health care service they need to get are continuing to rise. There are even signs of moral hazards that may eventually lead to deteriorating health of the elderly, as it is revealed that payment has been requested with more recipients documented than the number of patients who have been actually treated at hospitals together with more days of treatment than actual ones. I would like to suggest measures for improvement as follows: firstly, the primary health care system for the elderly should be intensified; secondly, the clinical practice guideline for treating the elderly should be developed; thirdly, efforts should be made to finance the health care expenditures for the elderly on the national level; and fourthly, a construct surveillance system for moral hazards in diagnosis and treatment of the elderly.

군 지역 소비자들의 2차 의료기관 직원들에 대한 서비스 만족도 조사 연구

김승희,유은영,권은하,김수열,오평자,고민석 한국보건복지학회 2006 보건과 복지 Vol.8 No.-

The present study was conducted to explore the influence of increase in the number of medical consumers on their satisfaction with medical conditions and facilities since launching of the nationwide national health insurance system and introduction of 'separation of dispensary from medical practice'. Among the patients hospitalized in the reference hospitals in county areas of Jeonbuk province, 398 were selected and their replies were put to final analysis for the purpose of this study. The results of the survey could be summed up as follows: In terms of general characters of the surveyed and their satisfaction with the service rendered by medical institutions, the highest points were scored by males, ages from 21 to 30, graduates or undergraduates, and residents in town and city areas visiting for internal disease. The prior reason for hospital visit was found to be because the hospital is located nearby. Most patients visit the hospital about once a month and are satisfied with clinical conditions generally. They rated, however, as just ordinary the general services provided by hospitals like the quality of food, cleanness of supplies including wears and bed clothes, space for rest, shower rooms, lavatories, water supply, conveniences like kiosks, public telephones and vending machine, personal drawers, parking lot, and medical equipment and appliances. From the findings, it becomes evident that the consumers utilizing reference hospitals in county areas find their environments and service fairly satisfactory but are not fully content with extra-clinic conditions like quality of meal served, cleanness of wears and bed clothes, space for rest (shower rooms, lavatories and water supply), conveniences (kiosks, public telephones and vending machine), personal drawers, parking lot, etc. It is therefore seriously requested for central and provincial governments to work out dramatic measures to funnel all investments for medical facilities that have been focused on large cities into local and rural areas so that the people in the areas can also enjoy good quality of medical service. Consequently, every medical institution is expected to keenly analyze the changing demand of consumers and its internal as well as external situations and, based on the analysis, develop new service or modify usual behavior to readily respond to the needs of patients.

진료의뢰 및 회송률 상승을 통한 고객 유치 활동

진경민,김정길,오남식,송난순,오평자,양윤자,백승남,김선옥 한국의료QA학회 2009 가을학술대회 Vol.2009 No.2

외래 서버스향상을 통한 고객 만족활동

김문정,이동초,김순주,김자미,허은숙,임교선,고나령,오평자,김명화 한국의료QA학회 2009 가을학술대회 Vol.2009 No.3

정신질환자의 사례연구를 통한 정책방향 모색

김종인(Jong-In Kim),고민석(Min-Seok Ko),오평자(Pyeung-Ja Oh) 한국보건복지학회 2008 보건과 복지 Vol.10 No.-

Objectives. The purpose of this study was to make a case analysis of psychiatric patients in their 20s to find out their lives and physical and mental state. It's basically meant to lay the foundation for health and welfare policy setting for psychiatric patients and suggest some of the right directions for mental health care projects. Methods. The subjects in this study were five psychiatric patients who were in their 20s and hospitalized at the department of psychiatry in a general hospital in North Jeolla Province. A survey was conducted from May 1 to Jun 30, 2008. The findings of the study were as follows: Result. As for general characteristics including gender, two of the five patients investigated were male, and the other three were female. By marital status, many were unmarried, and most of them benefitted from the health insurance. They weren't ordinarily engaged in social activities, and most of them were unemployed. Every patient complained of economic difficulties. Concerning their diseases, three got 55 on the GAF scale, and two got 65. Every patient had no family history of mental disease except one, and the duration of illness ranged from four to eleven years, which showed that they suffered from chronic mental disease. And they were repeatedly hospitalized. Regarding their state, they didn't find themselves to be properly supported. Their state upon hospitalization was marked by self-injury, anxiety, insecurity, hostile behavior, unstable mood and difficulties in controlling aggressiveness, which indicated that they were in a similar state. Some of them showed little intelligence. As to mental state, they were irritated, nervous and suffered from visual and auditory hallucinations, and they were depressed and felt an impulse to commit suicide. In regard to physical state, they suffered from chronic or acute diseases in addition to mental illness. In terms of nursing diagnosis, they were lost in wild fancies, and they were consequently likely to use violence or respond to others in a defensive manner. Besides, they were left out from others. Conclusions. In order to prevent mental illness, it's required to take measures to help people in general to get rid of stress and stay away from depression. The government should take legal actions to gather and share information on psychiatric patients to facilitate their treatment, and build a inpatient change system in view of inpatients change rate for different types of psychiatric patients to promote more energetic mental health care projects. Public mental health care projects should be enlarged to provide psychiatric patients with better treatment and expedite the rehabilitation of the mentally disabled in order to create a healthy society. In health and welfare projects, a separate budget should be earmarked for patients who suffer from severe illness and need long-term hospitalization so that they and their families could be relieved of the economic burden. Every local community should provide the mentally disabled with job rehabilitation training to guarantee their job security, and the government should prepare efficient policies and budget to facilitate their job rehabilitation.