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KMID : 0926620120170040133
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Korean Journal of Hospital Management
2012 Volume.17 No. 4 p.133 ~ p.166
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Analysis of Service Factors in Relation to Disease and Treatment Stages of Cancer Patients
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Youn In-Hee
Kim Seung-Baum
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Abstract
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Hospitals tend to provide uniformed service to patients despite their various demands stemming from the severity of disease stages or the uncertainties in information of treatment stages. To identify service factors and provide effective contextually aware service models that patients demand depending on their evolving circumstances, the study conducted a survey on service quality based on importance and satisfaction of cancer patients. The study surveyed 286 patients and caregivers on importance and satisfaction through a questionnaire comprising of 17 questions at the outpatient clinic of cancer centers of university hospitals in 5 cities. Based on the risks of the disease and uncertainties in information of treatment stages, the cancer patients were grouped into diagnosis stage; low-risk treatment stage; high-risk treatment stage; stabilization stage. Depending on the patient’s situation, the importance and satisfaction of service factors were ranked. These factors were categorized into 4 groups from a managerial perspective into ‘keep it up area’,‘focus here area’, ‘low priority area’,‘overdone area’. This study provides an effective medical service model that can accommodate patients based on management areas of cancer patients.
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KEYWORD
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Medical service factors, Contextual service model
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