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KMID : 1031020200260010035
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Quality Improvement in Health Care
2020 Volume.26 No. 1 p.35 ~ p.45
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Patient Dissatisfaction with Health Care: A Content Analysis of Newspaper Articles Between 1990 to 2015
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Lee Ji-Su
Kim Jae-Won
Shin Yu-Kyung
Kim Tae-Jae
Do Young-Kyung
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Abstract
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Purpose: This study was conducted to identify patients' dissatisfaction with health care through a content analysis of newspaper articles published between 1990 and 2015. It focused on developing a systematic coding scheme for content analysis as well as exploring changes over time.
Methods: Among articles published by 8 major national newspapers, our content analysis used those that specifically covered the dissatisfaction of patients. Coding taxonomy was developed in two domains: (1) contents of dissatisfaction and (2) special circumstances and groups where complaints were filed. All articles were then coded according to this coding taxonomy to conduct descriptive analysis.
Results: A total of 794 complaints were discovered in 338 articles. Contents of dissatisfaction were classified into 7 categories and 50 subcategories. Complaints regarding accessibility, technical care, and administration were noticeable in special circumstances, including strikes and spread of epidemic diseases, whereas complaints on interpersonal care and cost were prominent in general population and circumstances. When comparing the proportion of articles covering patient dissatisfaction in general population/circumstances between 1990-2000 and 2001-2015, complaints on administration and physical environment diminished over time, whereas complaints on outcome of health care increased.
Conclusion: This study offers a rare window to view the responsiveness of the Korean health care system on a long time horizon.
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KEYWORD
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Health system responsiveness , Patient dissatisfaction , Content analysis
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Listed journal information
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