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Journal of Korean Society Quality Assurance Health Care 1998;5(2): 312.
Published online December 30, 1998.
환자 만족도 조사를 통한 QI활동의 효과 평가 - 일개 병원을 중심으로 -
박연옥, 김미숙, 고은정, 김연정, 홍창호
아주대학교 의료원 QI실
QI Activities for Promotion of Patient's Satisfaction
Yon-Ok Park, Mi-Soug Kim, Eun-Geong Ko, Yeon-Jung Kim, Chang-Ho Hong
Ajou University Medical Center QI Office
Abstract
Background
Evaluation of patient's satisfaction is one of the most important aspects of quality improvement. If the patient highly satisfies with the medical service provided in the hospital, he/she will be likely to visit the same hospital again. Patient's satisfaction of a particular hospital is directly correlated with hospital profits as well as reputation in the community. For this reason, various kinds of survey measuring satisfaction level have been performed and many kind of QI activities for enhancing the profits as well as reputation in the community. For this reason, various kinds of survey measuring satisfaction level have been performed and many kind of QI activities for enhancing the patient's satisfaction. This study is to find the effect of hospital QI activities on the patent's satisfaction level.
Methods
After questionnares were developed, survey of measuring satisfaction level was performed in August, 1998. On the basis of survey results, QI activities were carried out to attain the target point of 4.0 and subsequent survey was done in November, 1998.
Results
With three main principles of "problem solving approach with kindness". "helping patient to participate in medical procedure with sufficient information", and "putting employees into practice of attitude with human respect", the average level of satisfaction was enhanced from 3.45 to 3.55 level. Also kindness level of employees was increased from 3.71 to 3.82. Level of dissatisfaction about insufficient explanation and unkind attitude was dropped from 69% to 48% and from 82% to 46% respectively.
Conclusion
With the result of this study overall satisfaction level was enhanced. In order to keep these advantages a operation of Quality Improvement Task Force Team in each subject will be required.
Key words patient's satisfaction;QI activities;


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