48 research outputs found
Impact of P4P(pay for performance) upon net profits of a tertiary hospital
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Έλ ₯μ κΈ°μΈμ΄κ³ μλ―μ΄, μ°λ¦¬λλΌ μμ 2000λ
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Όλ¬Έ(λ°μ¬)--μμΈλνκ΅ λνμ :ννλΆ,2007.Docto
Customers' dissatisfaction on hospital services : focused on a tertiary medical center
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[μλ¬Έ]This study aims to analyze the customers' dissatisfaction on hospital services and to provide basic data for a hospital's establishment of management strategy based on the customers' satisfaction.For this study, a total of 1,330 questionnaires about dissatisfaction were used from Mar.1 to Feb. 28, 2006. The data included complaining people who were using the hospital services of a tertiary medical center.Based on the preceding studies and related literatures, the customers' dissatisfaction was classified with five factors(medicinal service, nursing service, supporting service, procedural service, and convenience service) and the details in hospital services. And the SPSS 12.0 program was used for computational analysis.The results of the study are as follows;First, it showed that the young patients'(under 30 years of age ) dissatisfaction on hospital services appeared to be comparatively higher. And this was caused by their appealing more active complaints.The contents of complaints were classified with convenience service(25.4%), procedural service(23.2%), supporting service(21.1%), medical service(16.1%), nursing service(6.1%) and the complaints of extra-medical service including supporting service, procedural service and convenience service were over 75%.Secondly, it showed that insufficient doctors' explanation for patients(4.9%), doctors' unkindness(4.7%) in medicinal service, nurses' unkindness(3.8%) in nursing service, other staff's(except for the staff of division of hospital affairs and examination room) unkindness(3.8%), service speed and accuracy(3.8%) about hospital affairs in supporting service, waiting hours(5.4%), medical reservation(3.1%) in procedural service, wards' facilities and parking service(3.9%) in convenience service were higher complaints in each hospital service.Finally, it showed that the relevance to the contents of dissatisfaction according to the subjects' traits wasn't meaningful in the distribution of gender. Whereas, it had a positive correlation with their ages, the types of complaining people, the ways to use of hospital services and the complaining methods.And also it appeared significant that the dissatisfaction was different from the nursing service according to their gender, supporting service according to their ages, convenience service according to the complaining people, and the medicinal service, supporting service, procedural service and convenience service according to the ways to use of hospital services.And the details of dissatisfaction on hospital services are as follows;Dissatisfaction on procedural service was higher in complaining people in their 30s and 40s, and that of convenience service was higher in other age groups. Dissatisfaction on procedural service was higher in patients and that of convenience service was higher in guardians of patient and visitors.Dissatisfaction on convenience service was higher when using admission service, and that of procedural service was higher when using ambulatory service.Dissatisfaction on procedural service was higher when using emergency service and that of procedural service was higher when using telephone and visiting.Dissatisfaction on convenience service was higher through customer suggestion box and that of procedural service was higher through internet.ope
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Thesis (master`s)--μμΈλνκ΅ λνμ :λμλ¬Όνκ³Ό κ³€μΆ©νμ 곡,1995.Maste