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KMID : 1812620220020020235
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HIRA Research
2022 Volume.2 No. 2 p.235 ~ p.244
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Association between Score Change by Patient Experience Score and Overall Satisfaction
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Kim Ji-Hyun
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Abstract
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Background: This study investigated the relationship between changes in scores for each dimension of patient experience survey in and changes in hospital overall satisfaction scores in patient experience survey.
Methods: The study subjects were 88 hospitals where the evaluation results of the 1st and 2nd patient experience surveys conducted by the Health Insurance Review and Assessment Service were published. The independent variable is the change in the scores of the five dimensions of the patient experience survey, and the dependent variable is the change in the overall satisfaction score with the recommendation intention and hospitalization experience evaluation as components. Multiple regression analysis was performed by correcting the general characteristics of hospitals, and subgroup analysis according to the characteristics of hospitals was also performed.
Results: The increase in the scores of the medication and treatment score (ß =0.68, p <0.0001) and hospital environment score (ß =0.38, p <0.0001) had a statistical relationship with the overall satisfaction increase. In the model excluding the medication and treatment scores, the change in the hospital environment score (ß =0.45, p <0.0001) was significant with the overall satisfaction score change, and the change in the nurse score (ß=0.26, p=0.055) and an increase in the score of the physician score (ß=0.29, p=0.006) were both associated with an increase in the overall satisfaction score. In the case of changes in the hospital environment score according to the general characteristics of hospitals, there was a consistent effect on the overall satisfaction score change except for hospitals located in the Seoul area and regions with excellent financial independence.
Conclusion: Through this study, it was suggested that improving the physical environment of the hospital can improve the overall satisfaction of patients with the hospital. This will have implications not only for medical management from the point of view of medical service providers, but also for health care policy makers who aim to improve the quality of medical care.
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KEYWORD
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Patient-centered care, Patient satisfaction, Patient experience
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