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KMID : 0926620220270020044
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Korean Journal of Hospital Management
2022 Volume.27 No. 2 p.44 ~ p.52
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Exploration of Variables Affecting Inpatient Experience Satisfaction: Using a Multiple-Regression and Revised ISA
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Seo Hyo-Jeong
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Abstract
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Purposes: This study tried to extract variables affecting patient-experience satisfaction level in hospital situation, using a multiple-regression analysis and ISA(Revised Importance-Satisfaction Analysis), and to explore variables needed to be improved.
Methodology: A mobile-based online patient-experience survey was conducted in eleven general hospitals in A city. To test the validity of this test, this data was compared with the data from Health-Insturance Review and Assessment Service. Then, the standardized regression coefficients extracted from a multiple-regression analysis were used as the importance scale to be used in ISA.
Finding: Taken together, the areas with the highest contribution for the in-hospital patient-experience satisfaction level were medication and treatment process and hospital environment. In conclusion, the revised ISA which can show satisfaction and importance both with simultaneously and multi-axis way would be useful in hospital improvement activities.
Practical Implications: This study tried to develop a mobile-based patient-experience survey, and to extract the major variables affecting patient-satisfaction level and to identify variables need to be improved. Finally, this should help hostipals to prepare the assessment process with various improvement activities.
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KEYWORD
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Patient Experience Survey, Patient Experience Satisfaction, Revised-ISA, Importance-Satisfaction Analysis
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