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Patient Satisfaction and Perception on Nutritional Counseling Services Quality

영양 상담서비스 품질에 대한 환자의 만족도와 인식조사

  • Choi, Ki Bo (Department of Food Science and Nutrition, Pukyong National University) ;
  • Lee, Song Mi (Department of Nutrition and Dietetics, Severance Hospital) ;
  • Lee, Seung Min (Department of Food & Nutrition, Sungshin Women's University) ;
  • Lee, Eun (Department of Health Care Center, Konkuk University Medical Center) ;
  • Park, Mi Sun (Department of Food and Nutrition Care, Seoul National University Hospital) ;
  • Park, Yoo Kyoung (Department of Medical Nutrition, Kyung Hee National University) ;
  • Cha, Jin A (Department of Korean Cuisine, Jeonju University) ;
  • Lyu, Eun Soon (Department of Food Science and Nutrition, Pukyong National University)
  • 최기보 (부경대학교 식품영양학과) ;
  • 이송미 (세브란스병원 영양팀) ;
  • 이승민 (성신여자대학교 식품영양학과) ;
  • 이은 (건국대학교병원 헬스케어센터) ;
  • 박미선 (서울대학교병원 급식영양과) ;
  • 박유경 (경희대학교 동서의학대학원 의학영양학과) ;
  • 차진아 (전주대학교 한식조리학과) ;
  • 류은순 (부경대학교 식품영양학과)
  • Received : 2016.10.24
  • Accepted : 2017.01.12
  • Published : 2017.02.28

Abstract

The objective of this study was to analyze patient satisfaction and perception of nutritional counseling services quality. A patient satisfaction and perception survey was conducted for 1,095 patients from 43 tertiary hospitals and 20 general hospitals. The number of returned questionnaires was 656 (response rate: 60.0%). Data from 633 questionnaires were analyzed after the questionnaires with unanswered items were excluded. Five domains were identified from the result of the factor analysis using the maximum likelihood and oblique rotation. The five domains were named empathy, responsiveness, tangibles, reliability, and skill and specialty. Patient perception mean score of nutritional counseling was 4.54/5.00. Patient satisfaction scores were significantly higher in empathy (P<0.001), responsiveness, and skill and specialty (P<0.01) with a college or graduate school education than in patients with a middle school education. There was no statistically significant difference between satisfaction scores in tertiary hospitals and those in general hospitals, but patients in capital hospitals reported significantly higher scores than their local counterparts in empathy, responsiveness, reliability, skill and specialty (P<0.001), and tangibles (P<0.05). In responsiveness, significantly higher (P<0.01) scores were observed in patients who received nutritional counseling only once compared to patients who received counseling two times. Patients perception of nutritional counseling services was significantly correlated with their satisfaction of five domains, reliability (r=0.721), responsiveness (r=0.697), empathy (r=0.690), skill and specialty (r=0.678), and tangibles (r=0.622).

Acknowledgement

Supported by : 보건복지부

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