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KMID : 1022120210230030179
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Health and Welfare
2021 Volume.23 No. 3 p.179 ~ p.198
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A Study on the Determinants of Outpatient Medical Service Satisfaction Based on “Medical Service Experience Survey”
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Kim Hee-Nyun
Koo Jun-Hyuk
Choi Yong-Seok
Shin Jeong-Woo
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Abstract
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‘Responsiveness’, which has often appeared in international discussions in the field of health care recently, suggests that expectations for institutions and services in the non-medical aspect as well as in the medical aspect of health care are being raised. However, most of researches on quality of medical care so far has mainly focused on clinical and empirical quality. Therefore, this study aims to verify the questionnaire items of the “Medical Service Experience Survey”, which is currently conducted every year, and identify the relationship between each medical service experience and satisfaction. And ultimately, this study pursues identifying factors that increase the value of outpatient services. As a result, it verifies that the reliability and validity of the “Medical Service Experience Survey” questionnaires are secured, and highlights the fact that non-clinical quality is also a major factor in determining patient satisfaction with medical services. Based on these results, this study emphasizes the expansion of people-centered thinking in providing medical services.
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KEYWORD
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Medical service experience survey, Patient experience, Medical service satisfaction, Patient centered
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