-Abstract-
Background : Hospitals(Health care providers) are under tremendous pressure to meet
consumer demands in order to compete in the rapidly changing health care arena.
Through evaluating patient satisfaction, hospitals(health care providers) can learn what
the consumer wants from the health care system. Timely feedback is necessary.
The purpose of this study is to evaluate patients' hospital experience and satisfaction
using telephone interview and to study the usefulness for telephone interview at
assessing patient satisfaction.
Method : The 846 patients who were discharged from September 17,1996 to October
11, 1996 were targeted were telephoned. The informations gathered telephone survey
were processed by computer and analyzed for the patient satisfaction, contributing
factors.
Result : The 846 patients who were discharged from September 17, 1996 to October
11, 1996 were called and 197 patients(23.3%) were successful interviewed. 51.3 percent of
respondents were male and mean age is 39 years mean LOS(length of stay) is 13 days
and 110(56.1%) patients were admitted by outpatients clinic.
The mean calling-time is 5.5 minutes. There is no significant difference between
interviewers(telemarketer) in patients satisfaction. Seven telephone interviews are
possible by interview a day. There in no significant difference between groups in
patients satisfaction in length of stay, path of admission, the interval batween discharge
and interview.
97.5 percent of respondents were satisfied with telephone interview and 81.7% were
satisfied with overall satisfaction and 79.4% of respondents were good response in
interviewers' conclusion.
Of six variables that were found to be correlated with telephone interview and eight
variables correlated with overall hospital satisfaction, a multiple logistic regression
analysis revealed that two most important variables which are significantly correlated
with telephone interview are to meet doctors, not ask tediously then three variables
which are with overall satisfaction are doctors' explain subject response, convenient
facilities.
Conclusion : The patients interviewed are satisfied with telephone interview. Telephone
interview is good method for assessing patient satisfaction, making high levels of patient
satisfaction and for hospital marketing.
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