The Measurement Of Postdischarge Patient Satisfaction Using Telephone Interview

Song, Jung-Houp

Journal of Korean Society Quality Assurance Health Care 1997;4(1): 104.
Published online May 30, 1997.

전화를 이용한 퇴원환자 만족도 조사

송정흡

경북대학교 산업의학과

The Measurement Of Postdischarge Patient Satisfaction Using Telephone Interview

Jung-Houp Song

Department of occupational medicine, Kyungpook National University Hospital

Abstract

Background
Hospitals(Health care providers) are under tremendous pressure to meet consumer demands in order to compete in the rapidly changing health care arena. Through evaluating patient satisfaction, hospitals(health care providers) can learn what the consumer Wants from the health care system. Timely feedback is necessary. The purpose of this study is to evaluate patients' hospital experience and satisfaction using telephone interview and to study the usefulness for telephone interview at assessing patient satisfaction. Method : The 846 patients who were discharged from September 17, 1996 to October 11, 1996 were targeted were telephoned. The informations gathered telephone survey were processed by computer and analyzed for the patient satisfaction, contributing factors.
Result
The 846 patients who were discharged from September 17, 1996 to October 11, 1996 were called and 197 patients(23.3%) were successful interviewed. 51.3 percent of respondents were male and mean age is 39 years mean LOS(length of stay) is 13 days and 110(56.1%) patients were admitted by outpatients clinic. The mean calling-time is 5.5 minutes. There is no significant difference between interviewers(telemarketer) in patients satisfaction. Seven telephone interviews are possible by interview a day. There in no significant difference between groups in patients satisfaction in length of stay, path of admission, the interval between discharge and interview. 97.5 percent of respondents were satisfied with telephone interview and 81.7% were satisfied with overall satisfaction and 79.4 % of respondents were good response in interviewers' conclusion. Of six variables that were found to be correlated with telephone interview and eight variables correlated with overall hospital satisfaction, a multiple logistic regression analysis revealed that two most important variables which are significantly correlated with telephone interview are to meet doctors, not ask tediously then three variables which are with overall satisfaction are doctors explain, subject response, convenient facilities.
Conclusion
The patients interviewed are satisfied with telephone interview. Telephone interview is good method for assessing patient satisfaction, making high levels of patient satisfaction and for hospital marketing.