Analysis on satisfaction and related factors of medical examination departments inpatients

병원행정학과/석사[한글]이 연구는 진료과별 입원환자 만족도 조사와 관련요인 분석을 알기 위하여 2000년 10월 16일부터 10월 29일까지 서울시에 소재한 종합병원에 입원중인 환자 280명을 대상으로 구조화된 설문지를 이용하여 자기기입식 방법으로 수집한 자료를 분석하였다. 분석대상 자료는 모두 250부였으며 연구결과는 다음과 같다. 1) 응답자는 남자보다 여자가 많았고 대부분이 50세이하 연령층으로 200만원미만과 200 -300만원미만의 소득층이 다수였다. 의료서비스 만족도는 여자보다 남자가 높았으며 200 -300만원미만의 소득층이 가장 높았고, (전문)대졸이상자가 고졸이하보다 높았다. 2) 진료과별 인구사회학적 특성에 의한 서비스요소별 만족도는 모든 진료과에서 50세이상이 대부분의 요소에서 만족도가 가장 높았으며, 산과는 30세미만이 모든 요소에서 만족도가 가장 낮았다. 외과계는 300만원이상이며 산과는 200만원미만이 만족도가 가장 높았고, 내과계는 만족도가 일정치 않았다. 내과계에서는 고졸이하가 만족도가 높았으나, 다른 진료과는 고졸이하와 (전문)대졸이상이 비슷한 분포의 만족도를 보였다. 3) 시설과 환경 요소에서는 외과계가 모든 항목에서 만족도가 가장 높았고 산과, 내과계순이었으며 통계학적으로는 유의한 차이가 있었다. 4) 병원이용 절차의 편리성 요소에서는 모든 항목에서 외과계가 가장 높았으며, 내과계와 산과는 항목별 만족도의 분포가 비슷하였으며, 입원절차의 간편, 입원대기시간의 적절, 면회시간 적절 항목은 통계학적으로 유의하였다. 5) 의료진의 기술과 전문성 요소에서는 모든 항목에서 외과계의 만족도 가장 높고 산과, 내과계순이었으며, 담당의사의 실력항목은 통계학적으로 유의하였다. ㅅ 6) 병원직원들의 친절성과 성의 차원의 만족도에서는 외과계가 가장 높았고, 대부분 항목에서 산과가 내과계보다 다소 높았으며 대부분의 항목이 통계학적으로 아주 유의하였다. 7) 환자의 관심과 서비스 요소에서 외과계의 만족도가 대부분 항목에서 만족도가 가장 높았고, 의사의 환자상태에 관심에서는 통계학적으로 유의한 차이가 있었다. 8) 치료결과 요소에서도 외과계의 만족도가 가장 높았고 내과계, 산과순이었으며 통계학적으로도 유의하였다. 이상의 결과를 종합해보면 모든 항목에서 만족도는 외과계가 가장 높았으며 대부분 항목에서 산과가 내과계보다 만족도가 높은 것으로 조사되었다. 또한 진료과별로 입원환자의 만족도의 차이는 분명하나 이와 관련된 요인의 상관관계는 구명하지 못했다. [영문]This study about inpatients satisfation according to examination departments and their related factors was done throuh structured survey of 280 inpatients in generral hospitals located in Seoul during the period of October 16 through October 29, 2000. The analysis was done from 250 copies and the result is as follows. 1. Among the respondents, there were more males than females and most were under the age of fifty with a monthly income of two million won or between two million won and three million won. Satisfaction of medical services were higher for female than male, those with monthly income between two million won and three million won and higher for college graduates than below high school graduates. 2. Satisfaction according to examinations with characteristic of population sociological factors were highest among those over fifty years old in all medical departments and lowest for those under thirty years old for Obsteric department. Satisfaction was highest among those with monthly income above three million won for external medicine, income under two million for Obsteric department and results were inconsistent for internal medicine. Among the internal medicine department, satisfaction was high for below high school graduates but for other departments, the level of satisfaction was similar for below high school graduates and college graduates. 3. For the facility environment, satisfaction of external medicine department was highest followed by Obsteric and internal medicine and there was a large satistical difference. 4. Convenience of hospital procedure factor was highest in all aspect for external medicine department followed by Obstetric and internal medicine which were simillar. As for convenience of hospitalization procedure, waiting period, visiting hours, there was a large statistical difference. 5. For medical skills and specialization factors, external medicine department was the highest followed by Obsteric and internal medicine and for personal physician's skills there was a large statistical difference. 6. For satisfation of kindness and sincerity among hospital employees was the highest for external medicine department and for most factors Obsteric department was slightly higher than internal medicine and there was a large statistical differenvce. 7. For concern and service for patients, external medicine department was the highest and for doctor's concern for patients' status there was a large statistical difference. 8. For medical treatment factor, external medicine department was the highest followed by internal medicine and Obstetric, there was a large statistical difference. To summarize, the satisfaction was highest for external medicine department followed by Obsteric and internal medicine department for most factors. Satisfaction of inpatients differed among different departments but its relationship to related factors could not be derived.ope