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KMID : 0904520180470010107
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Health and Medical Sociology
2018 Volume.47 No. 1 p.107 ~ p.148
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A Qualitative Insight into Patient Satisfaction Survey in Korean Context: Focusing on Understanding and Searching Patient Experience
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Lee Su-Kyoung
Cho Byong-Hee
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Abstract
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The concept of patient satisfaction in the West has emerged and has been undergoing a process of patient experience research based on the historical and social background in which patient satisfaction surveys were conducted. Patient satisfaction surveys, hospital satisfaction, and satisfaction with medical services, which are currently being performed frequently, have been introduced in the form of research tools developed in the West without consideration of the Korean context, or in some improved or abbreviated forms. The purpose of this study was to investigate how the patient satisfaction survey reached in the Korean context. This study is a qualitative research that collects data through the focus group interview method and analyzes qualitative subject analysis method in recognition of patient satisfaction and patient experience in Korean context. Thirteen people, in their 20s and 50s, who have used outpatient and inpatient services for the past one year, participated in the last two focus groups.
As a result, the area and contents of the patient experience scale suggested by Picker were similar to the Korean context. However, at present, the satisfaction survey of medical service in Korea still seems to lack understanding of `patient - doctor relationship` and `patient centrality`. Patient experience research should be planned and applied from a holistic perspective in order to expect improvement of quality of medical service through patient satisfaction evaluation.
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KEYWORD
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Patient satisfaction, Patient experience, Quality of care, Patient centeredness
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