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KMID : 1039620130030030345
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Korean Journal of Family Practice
2013 Volume.3 No. 3 p.345 ~ p.352
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The Influence of Payment of Hospital Bills on the Patient’s Satisfaction with Medical Care: In Inpatients at a Veterans Hospital
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Kim Hye-Won
Lee Jun-Youg
Jeong Young-Jin
Lee Hwal
Ko Il-Sun
Jeon Tae-Hee
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Abstract
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Background: Recently the importance of hospital marketing and customer satisfaction has been being emphasized as the number of doctors and medical centers has increased. One of the factors which can affect patient satisfaction is payment of hospital bills. The aim of this paper is to compare the satisfaction of charge-free patients and paying patients at a veterans hospital.
Methods: From June 1 to July 6, 2012, inpatients at a veterans hospital were randomly chosen to answer a questionnaire based on SERVQUAL developed by Parasuraman, Zeithaml, and Berry to check patient satisfaction.
Results: One hundred and fifty-three patients answered the questionnaire and 87 were charge-free patients. The satisfaction score of paying patients was higher than that of the charge-free patients in all items except the ‘employees show sympathy towards patients’ item, but only the ‘medical knowledge of doctors and nurses’ item was statistically significant. According to logistic regression analysis, lesser patient satisfaction was associated with paying patients compared to charge-free patients at the ‘provide services at the reserved time’ item.
Conclusion: Overall, the satisfaction score showed no significant difference between charge-free patients and paying patients.
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KEYWORD
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Charge, Patient Satisfaction, Inpatients, Veterans
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