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KMID : 1235020230170030001
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Health Service Management Review
2023 Volume.17 No. 3 p.1 ~ p.11
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Inpatient Clerical Services to Improve Customer Access and Convenience: a case study of a ward patient affairs manager at hospital S
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Kye Dong-Ku
Park Byeung-Tae
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Abstract
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Purposes: This study is a case study of the ward patient affairs manager system of Hospital S, which contributes to improving customer satisfaction by promoting patient accessibility and convenience, and seeks to explore future development directions through analyzing the institutional change process, roles, and functions of ward patient affairs managers.
Methodology: Based on Vernon's product life cycle theory, we added a reconstructor to examine the change process of the ward patient affairs manager system in each stage of development, and drew implications.
Findings: The ward patient affairs manager system of Hospital S is active in a developmental way, from the introduction period to the growth period to the maturity period to the reconstruction period for institutional complementation. Currently, there are 14 ward patient affairs managers working in all wards. Through them, medical performance, customer satisfaction, and the number of complaints are stably managed. Internal employee satisfaction is also high.
Practical Implication: This is a ward patient affairs manager system that requires policy judgment from the opposite perspectives of improving labor efficiency and customer satisfaction. In the future, a new direction of development is needed in the era of digital transformation.
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KEYWORD
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Hospital administrative management, Ward patient affairs manager, Customer satisfaction, Inpatient administrative management, Complaints
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