의료서비스경험조사의 외래서비스 만족도 결정 요인
Determining Satisfaction with Outpatient Medical Service Based on a “Medical Service Experience Survey”
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Objectives: This study was intended to analyze factors affecting satisfaction with outpatient medical service based on a “Medical Service Experience Survey”. Methods: The study surveyed 8,062 users of outpatient medical services in 2017, 8,124 users in 2019, 6,692 users in 2021, and 8,613 users in 2023. Results: Elderly patients, elementary school graduates, first-quintile income earners, rural dwellers, and those living in medically underserved areas reported high satisfaction with outpatient medical services. Customer-centered systems and administrative services have become increasingly important factors in determining customer satisfaction with medical institutions. Conclusions: Medical institutions need to provide customer-centered hospital systems and administrative services to increase patient satisfaction. We expect that this study’s results will inform medical institutions seeking to provide high-quality, data-driven medical services.
Abstract
Objectives: This study was intended to analyze factors affecting satisfaction with outpatient medical service based on a “Medical Service Experience Survey”. Methods: The study surveyed 8,062 users of outpatient medical services in 2017, 8,124 users in 2019, 6,692 users in 2021, and 8,613 users in 2023. Results: Elderly patients, elementary school graduates, first-quintile income earners, rural dwellers, and those living in medically underserved areas reported high satisfaction with outpatient medical services. Customer-centered systems and administrative services have become increasingly important factors in determining customer satisfaction with medical institutions. Conclusions: Medical institutions need to provide customer-centered hospital systems and administrative services to increase patient satisfaction. We expect that this study’s results will inform medical institutions seeking to provide high-quality, data-driven medical services.