종합병원 이비인후과 외래환자의 만족도에 관한 연구
(A) Study on ENT Outpatients' Satisfaction about Medical Services at a General Hospital
보건정책 및 병원관리학과
종합병원 이비인후과 외래환자;
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This study was performed to measure the degree of ENT outpatient satisfaction with medical services they have undergone at a general hospital. The 162 sample studies of ENT and other departmental outpatients were based on surveys conducted from March 2, 2004 to March 15, 2004. Chronbach - α coefficient was used to verify the question reliability, number and percentage analysis for general characteristics, the SPSS 10.0 program for AVONA was used to determine the degree of satisfaction with specific services and t-testing was used to determine the level of outpatient satisfaction with medical services. Moreover, Pearson's correlation coefficient was used to determine the correlation between satisfaction with general medical services and satisfaction with specific services. The results are the following: First, there was no significant difference in satisfaction level between ENT outpatients and those of other departments with medical services based on specified services and general services. However, the average level of satisfaction by ENT outpatients was lower than that of outpatients of the other departments. Second, regarding satisfaction with hospital facilities, ENT outpatient satisfaction varied according to their profession and the other department outpatients' satisfaction varied according to their educational level. The higher the education of the outpatients, the less satisfied they were with the medical services. Third, regarding satisfaction with medical services among ENT outpatients, those with nose problem were more satisfied with medical services than those with ear or throat problems. Fourth, satisfaction with medical services among outpatients with ear problems varied depending on the degree of the hearing problem. This study investigated satisfaction levels with medical services among ENT outpatients and those of other department. This study is significant in that it compared the satisfaction between outpatients of ENT and other departments as well as the ailments and seriousness of the ailments. However, there should be more studies on doctors' general characteristics of their treatment, outpatient sentiment concerning their experience hospital facilities, and degree of seriousness of the ailments. In addition, studies should be expanded to include other medical institutes and medical departments.