일 도시 입원환자의 병원 서비스 만족도와 요구도

Patient Satisfaction and Need on Hospital Services at a City

The purpose of this study was to find out patient satisfaction and need relating to hospital services at a local general hospital in Korea. The study subjects were 105 inpatients from a general hospital at G city and the data were collected by individual interview using structured questionnaire from May to June 2003. Research instrument to examine patient satisfaction was developed 25-items four points scale (Cronbach a = .93) with five subcategories: procedures (a= .72), facilities (a= .70), hospital staff (a = .82), nursing service (a= .89) and willingness to revisit (a= .92). The instrument to examine patient need was developed 18-items summated scale (Cronbach a = .92) with four subcategories: procedures (a= .75), facilities (a= .76) hospital staff (a= .82) and nursing service (a= .93) respectively. Data were analyzed by x2-test, t-test and Pearson correlation coefficient using SPSS/PC+ and the result summarized as follows: Patient satisfaction: The level of patient satisfaction with hospital services scored 75.4±10.7 out of 100 points. In subcategories, procedures scored 9.1±1.4 out of 12, facilities 11.7±2.0 out of 16, hospital staff 17.1±3.3 out of 24, nursing service 22.7±3.7 out of 28, and willingness to revisit 14.6±3.1 out of 20 points respectively. According to general characteristics of the subjects, the less educated group showed more satisfied with hospital services than the higher educated group (F = 4.130, P = .019). Patient satisfaction, on the other hand, was not different significantly according to hospital utilization-related characteristics. Patient need: The level of patient need about hospital services scored 45.7±10.0 out of 72 points. In subcategories, procedures scored 11.3±2.4 out of 16, facilities 10.8±2.4 out of 16, hospital staff 10.5±3.0 out of 16 and nursing services 12.9±4.5 out of 24 points respectively. According to general characteristics of the subjects, the higher educated group tended to show more need with hospital services than the less educated group but it was not significantly different. According to hospital utilizationrelated characteristics, the group who had ever visited the hospital before needed more than the group who had not (t = 4.197, P = .043). Conclusions: From the above findings, the less educated group showed higher scores in satisfaction with hospital services, while the more educated group scored higher in demanding for better hospital services. Further research on influencing factors on patient satisfaction and need be recommended.