병원과 의원의 외래진료 의료서비스 만족도에 영향을 미치는 요인 분석
Causes Affecting the Satisfaction of Outpatient Medical Services in Hospitals and Clinics
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Objectives: This study analyzed the satisfaction perceived by users of medical institutions and the factors that affect satisfaction with medical services. This study will contribute to improving medical services and increasing the competitiveness of medical institution. Methods: This study investigated differences in satisfaction according to user characteristics of each medical institution using data from the National Statistical Office microdata "2020 Medical Service Experience Survey.” It also compared and analyzed the differences in satisfaction with outpatient medical services among medical institutions. Results: Each medical service showed various satisfaction levels based on the user characteristics, and unique results were obtained from each medical institution. In particular, the reasons for choosing a medical institution were the hospital's response for effective treatment, high recognition of the hospital, and clinic accessibility. Factors affecting satisfaction with outpatient treatment by medical institutions included the services of the doctor and nurses in charge, treatment hours, and the services used by medical institutions. Conclusions: To improve satisfaction with medical services, efforts are required to continuously communicate with customers to respect and listen to their opinions. Communication is the key to providing quality medical services.
Abstract
Objectives: This study analyzed the satisfaction perceived by users of medical institutions and the factors that affect satisfaction with medical services. This study will contribute to improving medical services and increasing the competitiveness of medical institution. Methods: This study investigated differences in satisfaction according to user characteristics of each medical institution using data from the National Statistical Office microdata "2020 Medical Service Experience Survey.” It also compared and analyzed the differences in satisfaction with outpatient medical services among medical institutions. Results: Each medical service showed various satisfaction levels based on the user characteristics, and unique results were obtained from each medical institution. In particular, the reasons for choosing a medical institution were the hospital's response for effective treatment, high recognition of the hospital, and clinic accessibility. Factors affecting satisfaction with outpatient treatment by medical institutions included the services of the doctor and nurses in charge, treatment hours, and the services used by medical institutions. Conclusions: To improve satisfaction with medical services, efforts are required to continuously communicate with customers to respect and listen to their opinions. Communication is the key to providing quality medical services.
참고문헌 (14)
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