Determinants of Quality in Outpatient Medical Service

Park, Sook-Hee; Kim, Seok-Beom; Kang, Pock-Soo

Journal of Korean Society Quality Assurance Health Care 1998;5(2): 176.
Published online December 30, 1998.

외래 의료서비스 질적 수준의 결정요소

박숙희¹, 김석범², 강복수²

¹영남대학교 의과대학 부속병원 간호부
²영남대학교 의과대학 예방의학교실

Determinants of Quality in Outpatient Medical Service

Sook-Hee Park¹, Seok-Beom Kim², Pock-Soo Kang²

¹Department of Nursing Service, Yeungnam University Hospital
²Department of Preventive Medicine and Public Health College of Medicine, Yeungnam University

Abstract

This study was conducted to evaluate the subjective ideas about the determinants of quality in ambulatory care unit among outpatients and medical staff of a university hospital, and to compare the differences of the ideas, between patients themselves and hospital staff. A self-administered questionnaire survey was conducted covering 799 outpatients and 190 hospital staff in March, 1998. The questionnaire included general characteristics and 26 determinants of ambulatory care quality. The following are summaries of the findings: 1. Both of outpatients and hospital staff perceived, "Physician's knowledge" as the most important determinant of medical care quality. 2. In respect of 7 determinants related to physician's knowledge and skill, both outpatients and hospital staff perceived "physician's knowledge and skill" as important determinants. The scores of determinants such as, "Not doing unnecessary examinations", and "Assignment of adequate number of patients and duty schedule for the physician" were significantly different between outpatients and hospital staff. 3. In respect of 4 determinants related to doctor-patient relationship, both outpatients and hospital staff perceived "attention to patient's complaints" as the most important determinant. The scores related to the determinants such as "kindness of physician" and "explanation of treatment outcome" were significantly different between outpatients and hospital staff. 4. Among the amenities related determinants, "Modern facilities and equipments" were perceived as the most important determinant in both group. 5. In respect of 8 determinants related to non-financial accommodation, outpatients perceived, "Waiting hours for treatment" as the most important determinant, and hospital staff perceived, "Kindness of hospital staff". 6. In respect of 4 determinants related to financial accommodation, outpatients perceived, "Fare account of medical cost" as the most important determinant, and hospital staff perceived, "Increasing reimbursements". Further comprehensive research should be made on the evaluation of perceptions of medical care quality, both of outpatient and inpatient care, among patients and hospital staff. So good quality in medical care will be achieved based on clients' needs.

Key words ambulatory care;quality;determinant;