KMID : 1023420130130040359
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Journal of Dental Hygiene Science 2013 Volume.13 No. 4 p.359 ~ p.368
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Conditions and Performance of Quality Improvement Activity in Korean Dental Hospitals
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Kim Han-Na
Kim Ho Kim Hae-Young
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Abstract
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This study aimed to evaluate conditions and performance of quality improvement (QI) activity in Korean dental hospitals. Twenty one representative dental hospitals in Korea were selected by the selection criteria. A questionnaire was implemented to measure awareness, perceived needs, educations, conferences, works, activating/obstructive factors and satisfaction related to QI activities. Satisfaction score range from 0 (lowest) to 5 (highest) among 329 dental hygienists who worked in the selected 21 dental hospitals. Implementation rate of programs on external customer satisfaction was the highest 59.9% in QI activities, and reduction of expenses (59.4%), Improvement in health care quality (58.7), risk management (52.8) were followed, while improvement in work efficiency (46.5) showed the lowest implementation rate. The most influencing factor accelerating QI activities was ¡®active participation of hospital workers¡¯ (54.7%), and ¡®effort to improve customer satisfaction¡¯ (44.7%) followed. The most influencing QI related obstructive factor was ¡®lack of QI-related manpower and support¡¯ (47.1%). A balanced development including QI programs with lower implementation rates is necessary. Encouraging participation of workers may be the most important in developing dental QI activities further.
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KEYWORD
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Customer satisfaction , Dental hospital , Dental hygienists , Quality improvement
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