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KMID : 1002520200140010015
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Korean Journal of Health Service Management
2020 Volume.14 No. 1 p.15 ~ p.30
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Outpatient Health Care Satisfaction and Influential Factors by Medical Service Experience
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Kim Ji-On
Park Young-Hee
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Abstract
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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.
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KEYWORD
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Health Care Satisfaction, Health Care Experience Survey, Outpatient, Intention to Recommend
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