의료 서비스에 대한 만족도 측정 도구의 개발 : focused on Patients and their families

강소영,이선미 한국의료QA학회 1996 한국의료질향상학회지 Vol.3 No.1

Background : In these days, the health care organizations have concerned about customer-centered care in order to empower the competitiveness on the health care markets. The departments working for quality management of the hospitals have used health care quality indicators in terms of medical areas as well as service areas of the hospitals. However, there were insufficient efforts to develop the credible measurement t seek the customers' needs, their expectations and their satisfaction levels related to health care services because various kinds of challenges were in the process of scale development to measure customers' satisfaction in health care. The purpose of this study was to develop the satisfaction scale to health care services in a Korea health care organization and to test its tool with validity and reliability. Method : The concept of this tool was acceptability that is one of the components of health care quality defined by Donabedian. Acceptability has the five dimensions of concept : Accessibility; Patient-Practitioner Relations; Amenities; Patient Preferences as to the effects of care; and Patient Preferences as to the costs of care. The Satisfaction Tool to Health Care Services was reviewed by expert panel with five researchers, including hospital managers and a professor related to quality management of the hospitals. As a result, the content validity index was 84 in the outpatient satisfaction tool. The inpatient satisfaction tool had 87 of the content validity indes. The Satisfaction Tools to Health Care Services finally consisted of 44 items for outpatients/their families and of 60 items for inpatients/their families. Study subjects of the construct validity test were 479 outpatients/their families and 561 inpatients/their families who visited or admitted at a University hospital from July 1, 1996 through August 10, 1996. The data were examined by Factor Analysis with SPSS. Result : The items of the Satisfaction tools for outpatients/their families were categorized by eleven factors with eigenvalue greater than 1.0 accounting for 64.2 percent of the variation in item scores. Also, the items of inpatient tool had eleven factors with eigenvalue greater than 1.0 accounting for 60.3 percent of the variation in item scores. The reliability of overall scale were .95 and .96 for the outpatients/their families satisfaction scores and the inpatient/their families satisfaction scores. The internal consistency reliability with eleven factors was ranged from .30 to .94 for inpatients/their families. The Satisfaction Tool with eleven factors for inpatients/their families had internal consistency reliability ranged from 053 to .89. Conclusion : The Satisfaction Tools to Health Care Services focused on outpatients/their families and inpatients/their families developed in this study had a high reliability and the strong evidence of content validity and construct validity based on quality concept. Therefore, this tool would be utilized as a credible quality indicator of health care services to assess the quality problems and to monitor to quality improvement activities in Korean Health Care Organizations.

만성질환 유병상태에 따른 노인 방문건강관리 서비스 만족도 영향요인 연구

서다람(Daram Seo),손창우(Changwoo Shon) 한국노년학회 2021 한국노년학 Vol.41 No.2

이 연구는 한국형 커뮤니티 케어의 기초가 되는 서울시 찾아가는 동주민센터 방문건강관리 사업을 중심으로, 만성질환 유병상태에 따른 노인 방문건강관리 서비스 만족도 영향요인을 도출하고, 향후 효과적인 커뮤니티 케어 모형 개발을 위한 기초자료로 활용되고자수행되었다. 이 연구는 찾아가는 동주민센터 3단계(’17년 7월 ~ ’18년 6월) 및 4단계(’18년 7월 ~ ’19년 6월)에 참여한 만 65세, 만 70세 노인을 모집단으로 하여, 자치구별 비례할당 방식으로 추출한 2,200명(3단계 24개구 1,100명, 4단계 25개구 1,100명)을 대상으로 가구방문면접 조사를 실시하였다. 이후 불성실 응답 180건을 제외한 2,020명을 최종 분석대상에 포함하였다. 만성질환 유병상태를 기준으로 하위집단을 나누었고, 방문건강관리 서비스 만족도 영향요인을 도출하기 위하여 로지스틱 회귀분석을 실시하였다. 연구결과, 만성질환이없는 노인들은 건강교육 및 상담 서비스를, 만성질환을 1개 가지고 있는 단일 만성질환 노인은 지역사회자원 연계서비스를, 만성질환을 2개 이상 가지고 있는 복합 만성질환 노인은 자신의 건강상태평가 및 지역사회자원 연계서비스를 제공받은 경우 서비스 만족도가 통계적으로 유의하게 높아지는 것을 확인하였다. 한편, 만성질환 유병상태와 상관없이 노인이 인식하고 있는 서비스 제공시간은 방문건강관리 서비스 만족도를 높이는 요인이었으며, 설명 이해도는 단일, 복합 만성질환자 모두에게 만족도를 높이는 요인이었다. 지역사회를중심으로 한 방문건강관리 서비스는 현재 추진되고 있는 커뮤니티 케어의 핵심 요소이므로 향후 커뮤니티 케어의 지속성과 효과성을 증대하기 위하여, 노인의 만성질환 유병상태에 따른 지역사회 중심의 맞춤형 건강관리서비스가 제공되어야 하겠다. 다만, 보다 효과적인 서비스 제공을 위하여, 첫째, 국민건강보험공단이 보유하고 있는 대상자의 건강정보를 지자체로 공유하는 연계시스템 구축과 둘째, 방문건강관리 서비스의 질향상을 위한 방문간호사 역량강화 교육이 병행될 필요가 있다. 이 연구의 결과와 제언이 향후 커뮤니티 케어의 성공적 정착을 위한 기초자료로 활용되기를 기대한다. This study was conducted to derive factors that affect the satisfaction of home visiting health care services and to develop effective community care models by using the results of Seoul’s outreach service which is the basis for Korean community care. The population of the study was the elderly aged 65 and 70 who participated in the Seoul’s outreach community services 3rd stage (July 2017 - June 2018) and 4th stage (July 2018 to June 2019). 2,200 people were extracted by the proportional allocation method and home visit interviews were conducted on them. Subjects were divided into sub-groups based on chronic disease prevalence, and logistic regression was conducted to derive factors that affect the satisfaction of home visiting health care services. The results demonstrated that the elderly without chronic diseases were more satisfied when they received health education and counseling services, the elderly with one chronic disease were more satisfied when they received Community resource-linked services. In the case of elderly people with two or more chronic diseases, the service satisfaction level is increased when health condition assessment and Community resource-linked services are provided. Regardless of whether or not they have chronic diseases, service delivery time was a factor that increased satisfaction in home visiting health care. And the degree of explanation understanding was a factor that increased satisfaction for both single and complex chronic patients. Home Visiting health care services based on the community is a key component of the ongoing community care. In order to increase the sustainability and effectiveness of community care in the future, Community-oriented health care services based on the degree of chronic diseases of the elderly should be provided. In order to provide more effective services, however, it is necessary (1) to establish a linkage system to share health information of the subject held by the National Health Insurance Service to local governments and (2) to provide capacity-building education for visiting nurses to improve the quality of home visiting health care services. It is hoped that this study will be u s ed a s bas ic data for the successful settlement of community care.

일 지역사회 보건의료요구 및 보건소 서비스 만족도

김미혜,박윤지 한국생활환경학회 2022 한국생활환경학회지 Vol.29 No.5

This study was conducted to identify residents’ health care needs and satisfaction with public health center services in a community. Data were collected from 682 adults from June 20 to August 10, 2022 and analyzed with frequency analysis, mean and standard deviation, t-test, ANOVA, scheffé test, pearson's correlation coefficient and multiple linear regression analysis, using IBM SPSS WIN 25.0 program. As a result, 86.8% of subjects had experience in public health care services, and ‘infectious disease prevention and management’ was the most frequently used service. Satisfaction was the highest in ‘mental health’, and the most needed service was ‘emergency medical system’. Residents over 60 years old, middle school graduates or below, unemployed or employed in primary industry, living in the community for more than 30 years, and living in rural areas were most satisfied with public health center services. There were statistically significant correlations between health status and economic status, and between health status and experiences with public health care services. Variables affecting satisfaction with public health center services were occupation, peoriod of residence and experiences with public health center services. In conclusion, public health center should reflect residents’ health care needs on regional health care plan.

의료기관의 입원환자 서비스 만족도 비교분석: 개원 3년 미만의 병원과 3년 이상의 병원 비교

양유정,이혜승 한국엔터테인먼트산업학회 2017 한국엔터테인먼트산업학회논문지 Vol.11 No.8

The purpose of this study was to examine the satisfaction of inpatients with the level of health care services in less-than-three-year-old hospitals and three-year-old or older hospitals and the influence of this satisfaction on satisfaction with hospital revisit in an effort to seek strategies geared toward maximizing the quality of health care services. As a result of analyzing the collected data, satisfaction with the treatment process and the medical team exerted no significant influence on satisfaction with hospital revisit for health care service reuse, and the friendliness of the staff and satisfaction with them had a positive impact on that.

가족관계망이 재가복지서비스 이용자만족도에 미치는 영향연구

김진수 사단법인 인문사회과학기술융합학회 2017 예술인문사회융합멀티미디어논문지 Vol.7 No.5

The purpose of this study is to identify the effects of health literacy and family network on the user’s satisfaction of the community elder care services and is to seek practical and political implications to promote the user’s satisfaction. To achieve the objective, a survey was carried out for 203 elders in Incheon, Pyungtaek, Anseong and Chunan. The results of the study were as follows: First, health literacy did not have a significant influence on the user’s satisfaction of the community elder care services of the community elder care services. Second, family network had a positive influence on the user’s satisfaction of the community elder care services. Third, It has been confirmed that the family network has been mediating the health literacy and the user’s satisfaction of the community elder careservices. Based on the results of this study, the following measures are provided : First, family counseling and family class rooms should be implemented to provide a means of reinforcing the emotional and instrumental support that families can provide to the elderly. Second, each local government needs to increase the level of fitness for elderly people to improve their ability to cope with the variables of aging, thereby improving the elderly's ability to cope with aging and self-determination of old people. Third, it is necessary to establish a plan to establish the establishment of the Family Affairs Agency in order to establish the use of the welfare services by enhancing the satisfaction level of the elderly by strengthening the welfare, advocacy, check and surveillance functions of the elderly. 본 연구의 목적은 건강정보이해능력과 가족관계망이 재가복지서비스 이용자의 만족도에 미치는 영향력을 파악하고, 그 결과를 토대로 재가복지서비스 이용자의 만족도를 제고하기 위한 사회복지실천적, 정책적 방안을 마련하는 것이다. 본 연구는 인천, 평택, 안성, 천안 등에 거주하며 재가복지서비스를 이용하고 있는 203명의 노인들을 대상으로 실시되었으며, 분석결과는 다음과 같다. 첫째, 건강정보이해능력은 이용자만족도에 유의미한 영향을 미치지 못하는 것으로 나타났다. 둘째, 가족관계망은 이용자만족도에 유의미한 영향을 미치는 것으로 나타났다. 셋째, 가족관계망은 건강정보이해능력과 이용자만족도간을 매개하는 것으로 확인되었다. 본 연구 결과를 바탕으로 한 사회복지실천적, 정책적 방안을 제시하면 다음과 같다. 첫째, 가족상담 및 가족교실 등을 운영하여 가족이 노인에게 제공할 수 있는 정서적, 도구적 지지기능을 강화하는 방안을 마련할 필요가 있다. 둘째, 지방자치단체마다 노인대상의 ‘건강정보학교’를 설치하여 건강정보이해능력수준을 향상시켜서 노후 삶의 변수에 대한 노인의 대처능력 및 자기결정권을 향상 시킬 필요가 있다. 셋째, 가족관계망의 중재, 옹호, 견제, 감시기능을 강화하여 노인의 재가복지서비스이용만족도를 제고하기 위하여 재가복지기관에 이용자 가족옴부즈맨 조직의 설치를 법제화하는 방안을 마련할 필요가 있다.

국가 간호·간병통합서비스에 대한 의료서비스 고객만족도와 충성도의 상관관계

장복순 ( Jang Bok-sun ),전나미 ( Chun Na-mi ) 한국경영공학회 2017 한국경영공학회지 Vol.22 No.3

The purpose of study was to identify correlations between customer satisfaction and loyalty in health care service focused on the comprehensive nursing care medical service. 152 subjects who were admitted in the comprehensive inpatient nursing care unit answered the questionnaire on customer expectation, satisfaction and loyalty. Customer expectation were 3.88 and satisfaction were 4.11 on the 5-point likert scale. Discrepancies were noted between customer expectation and satisfaction. The highest discrepancies between customer expectation and satisfaction were service responsiveness with 3.86 points of expectation and 4.25 points of satisfaction. Customer loyalty showed 4.23 points on 5-point likert scale. Significant correlations were noted among customer satisfaction and all categories of loyalty, intention to reuse despite unfavorable hours, distance, cost to use and intention to recommend hospital. Results indicate that the comprehensive inpatient nursing care services were effective health care system on customer satisfaction and loyalty.

일개 보건소의 방문건강관리의 만족도

최연희 경북대학교 간호혁신연구소 2011 경북간호과학지 Vol.15 No.1

Purpose: The purposze of this study was to investigate the satisfaction of care service of vulnerable elderly receiving home visiting health service. Methods: The participants for this study were 260 elderly living in Gumi city. Data were collected from October to December in 2010 using the structure questionnaires. Descriptive analysis, t-test, ANOVA, Duncan test with the SPSS program were used to analyze the data. Results: All of respondents had experienced health basic check of vital sign. The mean score of the satisfaction of care service was 3.72. According to items of the satisfaction of care services, 'explaining of health problem' was analyzed highest score, but 'helping of problem solving' was analyzed lowest score. There were statistically significant differences of the satisfaction of care service regarding the living type and connecting of volunteer. Respondents with couple family and connecting of physician were showed highly in the satisfaction of care service. Conclusion: Based on the findings of the study, various case management programs should be developed to improve home health care of vulnerable elderly.

외래 의료서비스 이용 환자의 환자참여 경험이 환자만족에 미치는 영향

안신애 간호행정학회 2022 간호행정학회지 Vol.28 No.2

Purpose: This study examined outpatients’ experiences of patient participation, their level of patient satisfaction, and the factors that influence their patient satisfaction with outpatient care. Methods: This cross-sectional descriptive study utilized secondary data from the 2018 Survey on the Experience with Healthcare Service conducted in South Korea. Data from 6,684 outpatients over the age of 20 years who had visited hospitals were analyzed. Patient characteristics, health-related characteristics, and their experiences of patient participation were assessed as factors related to patient satisfaction. Factors that influenced patient satisfaction with outpatient care were identified using logistic regression analysis. Results: Overall, 84.9% of the participants were satisfied with the received outpatient care. Higher patient satisfaction with outpatient care was significantly associated with middle (40-59 years) and old age (≥60 years), good self-rated health status, and experience of patient participation in patient safety activities. Conclusion: Multiple factors were related to patient satisfaction with outpatient care. These factors need to be considered when evaluating patients’ satisfaction levels. To improve satisfaction with health care use, it is essential to provide more experiences and expand their opportunities for patient participation during the care process and establish healthcare policies and strategies to enhance patient participation in patient safety. 연구목적: 본 연구의 목적은 환자가 경험한 외래 의료서비스 이용 과정에서의 환자참여 경험 정도와 환자만족 현황을 파악하고 환자만족에 영향을 미치는 요인을 파악하기 위함이다. 연구방법: 본 연구는 ‘2018년 의료서비스경험조사’ 데이터를 사용하여 의원급과 병원급 의료기관의 외래 의료서비스 이용 경험이 있는 20세 이상의 성인 6,684명의 자료를 분석하였다. 환자만족에 영향을 미치는 요인은 환자 특성, 건강관련 특성, 환자참여 경험으로 분류하였으며 로지스틱 회귀분석을 통해 분석하였다. 연구결과: 대상자의 84.9%가 외래 의료서비스에 만족하는 것으로 나타났다. 외래 의료서비스를 이용하는 환자의 환자만족에는 연령, 주관적 건강수준, 환자참여 경험이 유의한 영향을 미치는 것으로 확인되었다. 결론: 환자만족에는 다양한 요인이 관련되어 있으며 이러한 요인을 고려하여 환자만족을 평가할 필요가 있다. 외래 의료서비스를 이용하는 환자의 만족을 높이려면 환자참여를 증진시키기 위한 의료정책 및 전략 수립을 통해 치료과정에서 환자가 참여할 수 있는 기회를 확대해 주는 것이 필요하다.

The Effects of Experiences of Patient Participation on Patient Satisfaction in Korea

Shinae Ahn 한국간호과학회 2021 한국간호과학회 학술대회 Vol.2021 No.10

Aim(s): Patient participation is an important factor for improving patient safety and quality of care. This study examined experiences of patient participation, the level of patient satisfaction, and the factors that influenced patient satisfaction with outpatient care. Method(s): This cross-sectional descriptive study used secondary data from the 2018 Survey on the Experience with Healthcare Service conducted in South Korea. Data from 6,684 outpatients over the age of 20 years who had visited hospitals were analyzed. We measured five categories of patient participation experiences based on four types of safety activities (SAFE: speaking up, asking questions, finding health information, and engaging in the healthcare process). Patient characteristics, health-related characteristics, and experiences of patient participation were assessed as factors related to patient satisfaction. Data were analyzed using descriptive statistics and the χ2-test. Logistic regression analysis was conducted to identify factors that influenced patient satisfaction with outpatient care. Result(s): Overall, 84.9% of the participants were satisfied with the outpatient care they received. Participants reported that they participated in finding health information through physicians (84.1%) and nurses (84.1%), engaging in shared decision-making (82.8%), asking questions (81.9%), and engaging in communication with healthcare providers (81.6%). Higher patient satisfaction with outpatient care was significantly associated with middle age (40-59 years) and old age (≥60 years), good self-rated health status, and experience of patient participation in patient safety activities. Conclusion(s): Multiple factors were related to patient satisfaction with outpatient care, and these factors need to be taken into account when evaluating satisfaction levels in hospitals. To improve patient satisfaction with health care use, it is necessary to provide more experiences and expand opportunities for patient participation during the care process and to establish healthcare policies and strategies for patient participation in patient safety.

군 격오지 원격의료서비스 질이 고객충성도에 미치는 영향: 이용만족도의 매개효과

김동환,남진영 한국병원경영학회 2022 병원경영학회지 Vol.27 No.2

Objective: Telemedicine service is gaining importance in remote military areas. This study aimed to explore the mediating effect of user satisfaction on the association between military telemedicine serviceʼs quality and customer loyalty. Methods: The research data comprised the results of a satisfaction survey on 1,116 military telemedicine satisfaction surveys conducted from November 1 to November 31, 2021. T-tests and ANOVA were analyzed to confirm the difference in satisfaction and loyalty according to the general characteristics of the study subjects. User satisfaction, customer loyalty, and mediating effects were analyzed using multiple linear regression analysis. Results: Among the study subjects, 458 were affiliated with the Army, 68 with the Navy, and 36 with the Air Force. Among the quality of telemedicine service, tangibility, reliability, and empathy affected user satisfaction while reliability and empathy affected customer loyalty. Since the standardized coefficient beta of empathy was 0.150 (P=0.018), it was confirmed that it significantly affected customer loyalty by mediating user satisfaction. Conclusion: The telemedicine serviceʼs quality affects usersʼ satisfaction and customer loyalty. Moreover, there was the mediating effect of user satisfaction on the association between telemedicine service and customer loyalty. Therefore, the reliability and reliability of the current telemedicine service can be improved through the replacement of outdated equipment and performance improvement, expansion of medicines in telemedicine units, and improvement of medical services through periodic CS education to increase the customersʼ satisfaction and loyalty.