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KMID : 1022120120140010131
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Health and Welfare
2012 Volume.14 No. 1 p.131 ~ p.146
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A Study on the Outpatients" Health Care Service Satisfaction and Their Revisits to General Hospital
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Yoon Dae-Ho
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Abstract
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The purpose of this study was to analyze the major factors influencing satisfaction with ambulatory care in a general hospital. The study also aimed to provide basic data to help hospitals offer better medical service to patients, determine directionality to improve their management environments, and take competitive advantage over rival hospitals by presenting problems and improvement measures. The subjects of the study were outpatients using a general hospital in Jeonbuk Province.
The research findings were summarized as follows:
First, differences in satisfaction with ambulatory care were analyzed according to the general and hospital characteristics. As a result, there were statistically significant differences in satisfaction with ambulatory care according to such general characteristics as age, number of visits, and health state. There were no statistically significant differences in ambulatory care according to the hospital characteristics.
Second, differences in reuse were analyzed according to the general and hospital characteristics. The analysis results show that there were statistically significant differences in reuse according to such general characteristics as number of visits and such hospital characteristics as hospital location, number of bed, and number of medical departments.
Third, doctor"s care service, hospital environment, and others had statistically significant positive (+) impacts on satisfaction with ambulatory care, intention for reuse.
It is required to provide doctors with an opportunity for ongoing education and training to improve outpatients" satisfaction with care, intention for recommendation, and reuse based on those research findings. It is also needed to monitor the state of internal cleanness constantly and deploy guidance helpers and signposts. Finally, there should be efforts to find ways to reduce waiting time by simplifying the reception procedure and install an institution device such as professional counselors to provide patients with clear explanations about the causes and results of examination.
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KEYWORD
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Health Care Service Satisfaction, Revisit, General Hospital
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