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KMID : 1138720200460010045
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Korean Public Health Research
2020 Volume.46 No. 1 p.45 ~ p.53
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A Study on the Effect of Medical and Concierge Services on the Satisfaction of Foreign Patients in South Korea: Focusing on Mongolians and Kazakhstani
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Cho Hee-Ran
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Abstract
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Purpose: This study examines the concierge service and medical service experiences for patients from Mongolia and Kazakhstan applying a patient experience scale.
Methods: The sample population is 126 foreign patients from Mongolia and Kazakhstan who visited medical providers in Seoul, Gyeonggi, and Incheon. Patient satisfaction according to socio-demographic and visit-related characteristics is examined through t-test. In order to derive the effect of concierge service and medical service experience on patient satisfaction, hierarchical multiple regression analysis is performed.
Results: The analyses show a statistically significant relationship between nationality, gender and patient satisfaction; females were relatively more satisfied than males, and Kazakhstani patients were relatively more satisfied than Mongolian patients with medical providers. In addition, nationality, age, concierge services, and medical services were shown to affect patient satisfaction. By the effect of concierge services and medical services, Kazakhstani patients became less satisfied than Mongolian patients, and those 40 years old and over were more satisfied than those under 40 years old with medical providers. Both patient-centered concierge and medical services had a positive impact on patient satisfaction.
Conclusion: It is necessary for medical providers to provide services that are tailored to foreign patients’ socio-demographic characteristics. Medical providers which regularly attract foreign patients, need to recognize
the importance of concierge services, in addition to medical services. It is also essential to provide patient-centered medical services and customized concierge services based on their understanding of patients by nationality. These efforts would increase the satisfaction of patients from different countries and backgrounds more effectively.
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KEYWORD
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Foreign patient experience, Patient satisfaction, medical tourism, concierge service
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