본문 바로가기
KERD
논문KCI 등재

의료서비스 만족도, 보건의료체계 만족도와 신뢰

Health Service Satisfaction, Satisfaction with the Healthcare System, and Trust in the Healthcare System

이근찬
한국보건경제정책학회 (The Korean Association of Health Economics and Policy)|2023.09|보건경제와 정책연구 (The Korean Journal of Health Economics and Policy)|제29권 제3호|pp. 17-43

0

조회

0

다운로드

0

인용

0

참고문헌

키워드

의료서비스 만족도Medical Service Experience Survey의료서비스경험조사보건의료체계 신뢰보건의료체계 만족도Trust in the healthcare systemSatisfaction with the Healthcare systemHealth service satisfaction
주제분류사회과학일반

초록

본 연구는 보건의료체계에 대한 신뢰와 의료서비스 만족도, 보건의료체계 만족도 사이의 관계를 밝히고, 이들 사이의 매개효과를 분석함으로써 보건의료 정책과 서비스 개선에 기여하기 위해 수행되었다. 문헌고찰을 통해 의료서비스 만족도, 보건의료체계 만족도, 보건의료체계 신뢰도 간의 이론모형과 연구가설을 설정하였다. ‘2020년 의료서비스경험조사’의 원데이터를 활용하여 실증 분석을 실시하였다. 연구 결과, 입원 및 외래 의료서비스 만족도, 보건의료체계에 대한 만족도는 보건의료체계 신뢰에 양의 관계가 나타났다. 특히, 보건의료체계에 대한 만족도는 외래 및 입원 서비스 만족도와 보건의료체계에 대한 신뢰 사이에 매개효과를 보여주었다. 이러한 결과는 보건의료체계에 대한 신뢰를 향상시키기 위해서는 의료서비스에 대한 만족도와 보건의료체계에 대한 만족도를 개선하는 데 주목해야 함을 시사한다. 이 연구는 단면 데이터를 기반으로 하였기 때문에 인과관계를 확립하는 데 한계가 있을 수 있다. 따라서 더 견고하고 결정적인 결과를 얻기 위해 종단연구 등 추가 연구가 필요하다. 그러나 이 연구의 결과는 보건의료체계에 대한 신뢰와 만족도 간의 관계를 보다 잘 이해하고 보건의료정책과 의료서비스 개선에 관한 의미있는 시사점을 제시한다.

Abstract

This study investigated the relationships between trust in the healthcare system, satisfaction with health services, and satisfaction with the healthcare system. It also aimed to analyze the mediating effects among them, contributing to healthcare policy and service improvement. A literature review established theoretical models and research hypotheses for the relationships among health service satisfaction, healthcare system satisfaction, and trust in the healthcare system. Empirical analyses were conducted using the original data from the 2020 Medical Service Experience Survey (MSES). The research showed a positive relationship between inpatient and outpatient medical service satisfaction and trust in the healthcare system. Notably, satisfaction with the healthcare system demonstrated mediating effects between outpatient and inpatient service satisfaction and trust in the healthcare system. These findings imply that improving both individual medical service satisfaction and overall healthcare system satisfaction is crucial to enhancing trust in the healthcare system. However, this study has limitations due to its cross-sectional data, which restricts the establishment of causal relationships. Therefore, further longitudinal research and additional studies are necessary to obtain more robust and conclusive results. Nevertheless, the results of this study provide a better understanding of the relationship between trust and satisfaction in the healthcare system, offering essential implications for healthcare policy and service enhancement.

참고문헌 (56)

  1. 강우진, "동아시아 민주주의 3국 시민들의 복지 태도 결정 요인에 대한 연구: 아시아 가치와 제도 신뢰의 영향을 중심으로", 아시아리뷰, 9(1), pp.317~340 (2019), 아시아연구소[DOI]
  2. 경승구, "건강보험제도 만족도 영향요인 분석", 보건과 사회과학, (56), pp.111~134 (2021), 한국보건사회학회
  3. 박종민, "정부신뢰의 원인: 정책결과, 과정 및 산출", 정부학연구, 17(2), pp.117~142 (2011), 정부학연구소
  4. 2020년도 의료서비스경험조사, "신정우", ~ (2020)
  5. "서울대병원 ‘3분 진료’ 여전, 작년 대비 진료시간 되레 줄어", 신현영[URL]
  6. 이수경, "한국적 맥락을 고려한 환자만족도 조사도구의 이해: 환자경험의 탐색을 중심으로", 보건과 사회과학, (47), pp.107~160 (2018), 한국보건사회학회
  7. 이숙종, "정부신뢰의 영향요인 연구: 대통령 신뢰의 매개효과를 중심으로", 한국정치연구, 24(2), pp.53~82 (2015), 한국정치연구소
  8. 2020년도 건강보험환자 진료비 실태조사, "이옥희", 국민건강보험공단, ~ (2021)
  9. 정광호, "COVID-19 팬데믹하의 정부신뢰 영향요인 탐색 : 정부대응을 중심으로", 사회적경제와 정책연구, 11(4), pp.51~91 (2021), 국제개발연구소[DOI]
  10. 한국갤럽, "한국갤럽 데일리 오피니언: 제419호 2020년 9월 3주", ~ (2020)
  11. AlJohara M AlSaud, "Trends and correlates of the public’s perception of healthcare systems in the European Union: a multilevel analysis of Eurobarometer survey data from 2009 to 2013", BMJ Open, 8(1), pp.e018178~ (2018), BMJ[DOI]
  12. Anderson, E. W., "Customer Satisfaction, Market Share, and Profitability : Findings from Sweden", Journal of Marketing, 58(3), pp.53~66 (1994)[DOI]
  13. Ansell, C., "Collaborative Governance in Theory and Practice", Journal of Public Administration Research and Theory, 18(4), pp.543~571 (2007)[DOI]
  14. Baron, R. M., "The moderator–mediator variable distinction in social psychological research : Conceptual, strategic, and statistical considerations", Journal of Personality and Social Psychology, 51(6), pp.1173~1182 (1986)
  15. Borisova, L. V., "Public evaluation of health services across 21 European countries : The role of culture", Scandinavian Journal of Public Health, 45(2), pp.132~139 (2017)[DOI]
  16. Bouckaert, G., "Comparing Measures of Citizen Trust and User Satisfaction as Indicators of ‘Good Governance’ : Difficulties in Linking Trust and Satisfaction Indicators", International review of administrative sciences, 69(3), pp.329~343 (2003)[DOI]
  17. Health care attitudes and institutional trust during the COVID-19 crisis: Evidence from the case of Germany, "Busemeyer, M. R.", ~ (2021)
  18. Christensen, T. O. M., "TRUST IN GOVERNMENT : The Relative Importance of Service Satisfaction, Political Factors, and Demography", Public Performance & Management Review, 28(4), pp.487~511 (2005)[DOI]
  19. Citrin, J., "Presidential Leadership and the Resurgence of Trust in Government", British Journal of Political Science, 16(4), pp.431~453 (1986)[DOI]
  20. Citrin, J., "Political Trust in a Cynical Age", Annual Review of Political Science, 21(1), pp.49~70 (2018)[DOI]
  21. Easton, D., "A Systems Analysis of Political Life" (1965), John Wiley & Sons
  22. Edlund, J., "Trust in government and welfare regimes : attitudes to redistribution and financial cheating in the USA and Norway", European Journal of Political Research, 35(3), pp.341~370 (1999)[DOI]
  23. Gille, F., "Why public trust in health care systems matters and deserves greater research attention", Journal of Health Services Research & Policy, 20(1), pp.62~64 (2015)[DOI]
  24. Gille, F., "What is public trust in the healthcare system? A new conceptual framework developed from qualitative data in England", Social Theory & Health, 19(1), pp.1~20 (2021)[DOI]
  25. Giray Gozgor, "Global Evidence on the Determinants of Public Trust in Governments during the COVID-19", Applied Research in Quality of Life, 17(2), pp.559~578 (2021), Springer Science and Business Media LLC[DOI]
  26. Qing Han, "Trust in government regarding COVID-19 and its associations with preventive health behaviour and prosocial behaviour during the pandemic: a cross-sectional and longitudinal study", Psychological Medicine, 53(1), pp.149~159 (2021), Cambridge University Press (CUP)[DOI]
  27. Hardin, R., "Do we want trust in government?", pp.22~41 (1999), Democracy and trust
  28. He, A. J., "Citizen Participation, Perceived Public Service Performance, and Trust in Government : Evidence from Health Policy Reforms in Hong Kong", Public Performance & Management Review, 44(3), pp.471~493 (2021)[DOI]
  29. Hetherington, M. J., "The Political Relevance of Political Trust", American Political Science Review, 92(4), pp.791~808 (1998)[DOI]
  30. Iacobucci, D., "A Meditation on Mediation : Evidence That Structural Equations Models Perform Better Than Regressions", Journal of Consumer Psychology, 17(2), pp.139~153 (2007)[DOI]
  31. Ii, M., "Are Japanese people satisfied with their health care system and services? Empirical evidence from survey data", Health Policy, 123(4), pp.345~352 (2019)[DOI]
  32. Levi, M., "Legitimating beliefs : Sources and indicators", Regulation & Governance, 3(4), pp.311~333 (2009)[DOI]
  33. Mehmetoglu, M., "medsem : a Stata package for statistical mediation analysis", International Journal of Computational Economics and Econometrics, 8(1), pp.63~78 (2018)[DOI]
  34. Moorman, C., "Factors Affecting Trust in Market Research Relationships", Journal of Marketing, 57(1), pp.81~101 (1993)[DOI]
  35. Morgeson, F. V., "Do they all perform alike? An examination of perceived performance, citizen satisfaction and trust with US federal agencies", International review of administrative sciences, 77(3), pp.451~479 (2011)[DOI]
  36. Nye, J. S., "국민은 왜 정부를 믿지 않는가" (2001), 굿인포메이션
  37. Oliver, R. L., "Cognitive, Affective, and Attribute Bases of the Satisfaction Response", Journal of Consumer Research, 20(3), pp.418~430 (1993)[DOI]
  38. Otani, K., "Patient Satisfaction: Focusing on “Excellent”", Journal of Healthcare Management, 54(2) (2009)
  39. Ozawa, S., "How do you measure trust in the health system? A systematic review of the literature", Social Science & Medicine, 91, pp.10~14 (2013)[DOI]
  40. Papanicolas, I., "The Palgrave International Handbook of Healthcare Policy and Governance", pp.116~132 (2015), Palgrave Macmillan
  41. Papanicolas, I., "An Analysis Of Survey Data From Eleven Countries Finds That ‘Satisfaction’ With Health System Performance Means Many Things", Health Affairs, 32(4), pp.734~742 (2013)[DOI]
  42. Park, K., "Public satisfaction with the healthcare system performance in South Korea : Universal healthcare system", Health Policy, 120(6), pp.621~629 (2016)[DOI]
  43. Rathert, C., "Beyond service quality: The mediating role of patient safety perceptions in the patient experience-satisfaction relationship", Health Care Management Review, 36(4) (2011)
  44. Robinson, S. E., "The Relevance and Operations of Political Trust in the COVID-19 Pandemic", Public Administration Review, 81(6), pp.1110~1119 (2021)[DOI]
  45. Rockers, P. C., "Perceptions of the Health System and Public Trust in Government in Low and Middle-Income Countries : Evidence from the World Health Surveys", Journal of Health Politics, Policy and Law, 37(3), pp.405~437 (2012)[DOI]
  46. Sata Shanka, M., "When and How Trust in Government Leads to Compliance towards COVID-19 Precautionary Measures", Journal of Business Research, 139, pp.1275~1283 (2021)[DOI]
  47. Schilke, O., "Trust in social relations", Annual Review of Sociology, 47, pp.239~259 (2021)
  48. Straten, G. F. M., "Public trust in Dutch health care", Social Science & Medicine, 55(2), pp.227~234 (2002)[DOI]
  49. Tyler, T. R., "Trust and governance", pp.269~294 (1998), Russell Sage Foundation
  50. Public trust in health care: Exploring the mechanisms, "Van der Schee, E.", NIVEL, ~ (2016)
  51. van Der Schee, E., "Public trust in health care : a comparison of Germany, the Netherlands, and England and Wales", Health Policy, 81(1), pp.56~67 (2007)
  52. Van Ryzin, G. G., "Pieces of a Puzzle : Linking Government Performance, Citizen Satisfaction, and Trust", Public Performance & Management Review, 30(4), pp.521~535 (2007)[DOI]
  53. World Health Organization, "Everybody's business: strengthening health systems to improve health outcomes" (2007), WHO's framework for action
  54. Zhang, J. H., "Public satisfaction with the healthcare system in China during 2013–2015 : a cross-sectional survey of the associated factors", BMJ Open, 10(5), pp.e034414~ (2020)[DOI]
  55. Zhao, D., "Understanding the determinants of public trust in the health care system in China : an analysis of a cross-sectional survey", Journal of Health Services Research & Policy, 24(1), pp.37~43 (2019)[DOI]
  56. Zhao, X., "Reconsidering Baron and Kenny : Myths and Truths about Mediation Analysis", Journal of Consumer Research, 37(2), pp.197~206 (2010)[DOI]

관련 논문AI추천

의료서비스 이용경험이 환자 만족도와 병원 추천의사에 미치는 영향조명선한국보건정보통계학회 · 보건정보통계학회지2019 · 제44권 제4호의료기관별 의료서비스 수준과 국민의료제도 인식의 차이 및 의료기관 선택에 미치는 영향: 외래서비스를 중심으로김현주, 차재빈, 황지영경영연구원 · 의료경영학연구2022 · 제16권 제4호의료서비스품질, 고객만족, 신뢰 및 고객애도호의 구조적 관계김상우한국소비문화학회 · 소비문화연구2007 · 제10권 제2호병원과 의원의 외래진료 의료서비스 만족도에 영향을 미치는 요인 분석이상식, 조덕영보건의료산업학회 · 보건의료산업학회지2023 · 제17권 제3호의료서비스경험조사의 외래서비스 만족도 결정 요인양종현보건의료산업학회 · 보건의료산업학회지2025 · 제19권 제2호입원 의료서비스 경험에 따른 추천의향과 기대한 치료결과 달성 및 만족도에 관한 연구신정우, 최보람보건의료산업학회 · 보건의료산업학회지2022 · 제16권 제2호

이 간행물의 다른 논문 (2건)

희귀의약품 사용 및 건강보험 지출윤지은pp. 1-16중증질환 치료에 있어 효과 불확실성에 대한 선호와 희망의 가치홍지형pp. 45-66
원문 보기