환자가지각하는 병원서비스 품질이 병원의 평가와 추천의도에 미치는 영향: CAHPS 척도를 중심으로

Abstract

The purpose of this study is to examine outpatient and inpatients who use hospitals how patient satisfaction with the quality of hospital services affects the hospital's evaluation and recommendation. To identify this, the assumptions were established using variables such as environmental factors, communication factors, and reactivity factors that affect the hospital's satisfaction with medical services. Items of environmental factors were largely divided into internal and external environments, and items of communication factors were divided into communication with doctors and communication with nurses. Items of reactive factors were also divided into the response of hospital staff and the response of pain management. For data collection, 170 questionnaires were distributed from September 1, 2018 to October 1, 2018 for outpatient or carer in the southwestern Gwangju area, among which 150 respondents, excluding about 20 respondents who responded to the survey were surveyed. In the allocated questionnaire, a Likert 7 point scale was used to measure each variable. A regression analysis to verify the hypothesis predicted in this study shows that satisfaction with environmental, communication, and reactive factors affects the overall assessment of the hospital and the hospital's overall assessment also affects recommendation. Based on the results of this study, we understand the importance of hospital service satisfaction factors that patients or carers are late for and expect efficient management of hospitals.