General Characteristics and Satisfaction of Out-patients of University Hospitals in Seoul, Korea

Chang, Sung-Goo; Ha, Hun-Young; Shin, Young-Jun; Lee, Jong-Gil

Journal of Korean Society Quality Assurance Health Care 1996;2(2): 130.
Published online April 30, 1996.

대학병원 외래환자의 일반적 특성과 만족도 - 서울시내 5개 대학병원을 대상으로 -

장성구¹, 하헌영², 신영전², 이종길³

¹경희의대 비뇨기과학 교실
²한양의대 예방의학교실
³연세의료원

General Characteristics and Satisfaction of Out-patients of University Hospitals in Seoul, Korea

Sung-Goo Chang¹, Hun-Young Ha², Young-Jun Shin², Jong-Gil Lee³

¹Department of Urology, Kyunghee University, College of Medicine
²Department of Preventive Medicine, Hanyang University, College of Medicine
³Yonsei University Hospital

Abstract

Purpose : the management of University Hospital is being challenged in maintenance of reasonable level of income and high ranked reputation by domestic competition with each other and emergence of enterprised owned hospitals. It is imperative that University Hospitals have to make management for patient satisfaction. Furthermore, increased patient's requirement for qualified hospital services (quality assurance) and low-estimated service fee also repress the hospital management condition as well as medical markets open following with Urguay Connection. Due to these unforable conditions surrounding hospital management, -University Hospitals are being pressed to seek improved management strategies. To develope the strategies, we need to have basic understanding about the problems on hospital management and detail information for various patient's requirement.
Methods
For this study, we have analysed out-patients from five different University Hospitals located in Seoul, Korea. To obtain the data, we have carried out personal interviews with patients who patients who visit the Out-Patient Clinics of five different University Hospitals using a previously prepared questionnaire.
Result
Around 65.7 percent of the visits to University Hospitals were indwelt in the vicinity of 1 hour and motuvation of visiting University Hospital was expending high wuality medical csre in 49.3 percent. The 79.3 percent of the patients have experienced inconvenience during medical care in University Hospital. The most inconvenient condition was waiting for doctors. The 57.2 percent of total patient have experienced rudness. The most rudness condition was registration and receipt desk in 44.4 percent. Patient expect that doctors working in University Hospitals as professors have high and updated medical knowledge(50.4%) and University Hospitals have a high quality medical care system(79.4%). The patient satisfaction was relatively low in 61.1 percent of total patient and revealed high frequency of again visit University Hospital in satisfaction group. Comparison of interhospital analytical study showed quite difference on various problems.
Conclusion
Almost patients who visit to Out-Patient Clinic of University Hospital havevisiting motivation to high quality medical care. University Hospitals have several different unsatisfactorial factors and revealed different degree of patient satisfaction. In a future day, University Hospitals have to make use of another University Hospital's merits for approach of Benchmarking and also should be studied decision factors of patient satisfaction and interhospital difference of them.

Key words quality assurance;patient satisfaction;benchmarking;