The Korean Journal of Health Service Management (보건의료산업학회지)

Korea Society of Health Service Management (보건의료산업학회)
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Outpatient Health Care Satisfaction and Influential Factors by Medical Service Experience

의료서비스경험에 따른 외래 의료서비스 만족도와 영향 요인

  • Kim, Ji-On (Department of HCM Catholic University of Pusan) ;
  • Park, Young-Hee (Department of HCM Catholic University of Pusan)
  • 김지온 (부산가톨릭대학교 병원경영학과) ;
  • 박영희 (부산가톨릭대학교 병원경영학과)
  • Received : 2020.01.23
  • Accepted : 2020.03.16
  • Published : 2020.03.31
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Abstract

Objectives: This study investigated outpatient health care satisfaction and influential factors using data from the "2018 Health Care Experience Survey". Methods: Data on 6,705 participants in the Health Care Experience Survey were statistically examined using a t-test, ANOVA, and multiple regression analysis. Results: First, the level of satisfaction among outpatients was generally positive, and satisfaction among older people was high. Second, the significant factors of outpatient overall satisfaction were gender, consultation time, waiting time, reason for choosing institution, satisfaction with doctors, nurses, institutions, and the therapeutic result. Third, influential factors of intention to recommend were education, institution type, reason for choosing institution, satisfaction with doctors, nurses, institutions, and the therapeutic result. Conclusions: In order to improve the overall satisfaction of outpatients, the treatment method should be improved. For example, the doctor should devote more time for and engage in sufficient conversation with the patient, the nurse should be polite, and patients should be given easy-to-understand explanations.

Keywords

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