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병원 예약부도(No-show) 감소를 위한 예약관리 방안

Other Titles
 Reducing Appointment No-Shows in Hospitals 
 임지현, 이상규, 김태현, 김지만 
 Korean Journal of Hospital Management (병원경영학회지), Vol.22(4) : 50-60, 2017 
Journal Title
 Korean Journal of Hospital Management (병원경영학회지) 
Issue Date
no-show ; medical appointment ; multi dimensional scaling
Purposes: The purpose of this study was to identify the preferred types of the hospital reservation cancellation management to help reduce the reservation cancellations. Methodology: This study sampled 327 outpatients or their guardians who had reserved a university hospital and a general hospital located in the southwestern part of Seoul, and the responses from 300 of them were used for the final analysis. The subjects' preferences of reservation cancellation management types were analyzed in reference to their demographic variables. The timing and frequency of pre-notification preferred by the subjects were examined. A multidimensional scaling methods and correspondence analysis was used to identify preference for management methods of no-show and type of reservation guide. Findings: As a result, 77.3% of the respondents were perceived that the reservation cancellation was a habit. The most preferred method of managing the reservation cancellation would be refusal to refund the reservation deposit (61.7%), followed by payment for cancellation (16.0%), limit of future reservations (16.0%) and penalty (6.3%) in their order. 186 of the subjects (62.0%) preferred the texting for prevention of reservation cancellations, and 102 of the subjects (34.0%) preferred the phone calls. The preferred timing and frequency of the SMS were twice 3 days before, once a day before and three times 7 days before, while the preferred timing and frequency of phone call was once a day before. Practical Implications: The no-show rate can be improved by enhancing SMS pre-notification and by improving afterwards telephone counseling. For other factors, it needs to study on the service differentiation with the characteristics of each patient group.
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4. Graduate School of Public Health (보건대학원) > Graduate School of Public Health (보건대학원) > 1. Journal Papers
Yonsei Authors
Kim, Ji Man(김지만)
Kim, Tae Hyun(김태현) ORCID logo https://orcid.org/0000-0003-1053-8958
Lee, Sang Gyu(이상규) ORCID logo https://orcid.org/0000-0003-4847-2421
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