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KMID : 1235020190130010027
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Health Service Management Review
2019 Volume.13 No. 1 p.27 ~ p.38
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Comparison of the Difference of Medical Service Experience by Types of Medical Institutions and Clinic: Focusing on Outpatient and Inpatient Services
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Jo Seong-Chan
Cha Jae-Bin
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Abstract
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The issue of medical service experience is considered to be more important than the quality of medical service, which is the essential product of medical service. The medical service experience is actually a consumer experience in the process of using the service. Medical service experience is different from patient satisfaction. Medical service experience is objective compared to patient satisfaction. From this point of view, this study compared the difference of experience of medical service according to type of medical institution and clinic centered on outpatient and inpatient services.
The results of this study are summarized as follows. First, in outpatient clinics, the hospital has a good experience with respectful care of the doctor and experience of cleanliness of the medical institution. Also, it has been shown that they have good experience in the oriental hospital 's physician authenticity, nurse' s polite response and easy explanation, cleanliness and comfort. Second, outpatient patients have good experience in physician 's counseling, reflection of opinions and privacy protection in internal medicine. Also, it has been shown that they have good experience about comfort and administration service of oriental medicine department. Third, the hospitalized patients had a good experience in administrative services in hospitals and clinics. Fourth, hospitalized patients had good experience with hospitals.
The implications of this study are summarized as follows. Efforts to improve patient response during the implementation of health care services are required. In addition, the hospital is required to continuously improve the treatment process, and the attitude of the doctor and the nurse in charge should be continuously improved.
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KEYWORD
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Medical Service Experience, Type of Medical Institution, , Type of Clinic, Doctor’s Attitude, Nurse’s Attitude
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