일 대학병원의 5년간 환자 만족도추이

다국어 초록 (Multilingual Abstract)

understand features of patient satisfaction on a university hospital service during 5
years, The study was performed against sample patients selected in C university
hospital in Jan, and Aug, from 2003 to 2006, and Jan, 2007, Outpatients were extracted
by departments at haphazard in Jan. and July in every year and inpatients were
assigned and extracted at haphazard among patients who were hospitalized over 3 days
by wards. Total number of the patients was 4,943. Data were analyzed with simple
regression and Spearman's correlation by using SPSS 14.0 for Windows.
For the satisfaction of inpatients on hospital facility and environment, all items showed
positive correlation. For the satisfaction of inpatient on the service of nurses, it was
found that it was highly valued (over 4.0) and its all items had positive correlation. It
was found that increase rate of satisfaction on the nurse's service on the patient
instruction and its procedure was the highest. The satisfaction of inpatients on hospital
staffs comprising 9 job groups displayed positive correlation with year in all variables.
For the satisfaction of outpatients on hospital facility and environment, all items ex-
cluding use of parking place showed positive correlation. It was found that the
satisfaction of outpatients on hospital staffs showed positive correlation with year in all
variables.
The satisfaction of inpatients on the service of doctors of 6 departments showed
positive correlation in all variables. It was found that the satisfaction of inpatients was
higher than that of outpatients and that in both inpatients and outpatients, all the
variables showed positive correlation as results of correlation analysis on general
satisfaction, doctor service, nurse service, kindness of staffs, and hospital environment.
Based on these results, the strategies to reduce discomfort of common use toilet and
parking place, unkindness of unspecialized staffs, and difficulties in meeting with doctors
in charge are required which influence satisfaction degree on medical service. The
variables with the highest influence on patient satisfaction includes sufficient explanation
of treatment contents, round visit time, kindness of doctors, operation of the graded list
of medical treatment, waiting room in front of doctor's office, cleanesS/ temperaturel
comfort of sickroom, financial service facility, and use of concession stand, which should
be given interest by the hospital. The satisfaction of unspecialized staff's service and
kindness training are urgent and introduction of explanation nurse or practitioner system
is suggested because of low satisfaction on understand of treatment explanation. It is
also suggested that these satisfaction study results are to be reflected and used in
service improvement or management. The study on hospital satisfaction in future is
required to change its direction toward a study on service satisfaction including qualities
and cost-effects.

목차 (Table of Contents)

• Ⅰ. 연구의 필요성 2
• Ⅱ. 연구 방법 3
• Ⅲ. 연구결과 4
• Ⅳ. 논의 11
• Ⅴ. 결론 및 제언 14