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조사자에 따른 환자만족도 조사결과의 차이분석

Other Titles
 The Difference in Patient Satisfaction Scores According to a Questionnaire Delivered by Hospital Staff and by Independent Surveyors 
 조우현  ;  이선희  ;  최귀선  ;  임은주  ;  강명근 
 Quality Improvement in Health Care (한국의료QA학회지), Vol.6(1) : 108-119, 1999 
Journal Title
 Quality Improvement in Health Care (한국의료QA학회지) 
Issue Date
Patient satisfaction ; Surveyor
Background : To study any interference of demonstrated in different patient satisfaction scores for the same questionnaires handled by hospital staff and by independent surveyors, respectively. Methods : This study included 728 subjects who were admitted to a university hospital from June 22 to July 1, 1999. The contents of the questionnaire were composed of six dimensions: hospital structure and process, staffs technical competence and humaneness, information & education and communication. Measurements were performed on a 5-score Likert scale. T-test and logistic regression analysis were also performed. Results : In an outpatient survey, satisfaction scores from a questionnaire delivered by hospital staff were significantly higher than independent surveyors for the dimension of communication, but no differences were shown among other dimensions. In an inpatient survey, satisfaction scores by hospital staff were higher for the process and communication dimensions(p<0.05). In particular, in both the inpatient and outpatient surveys, the difference of satisfaction scores for personnel items were significant between groups. After adjustment for age and sex those differences were significant between groups. Conclusion : To minimize the bias on questionnaire survey, the effects of personnel, who deliver and gather the questionnaire should be carefully considered in the evaluation of health service satisfaction.
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Appears in Collections:
1. College of Medicine (의과대학) > Dept. of Preventive Medicine and Public Health (예방의학교실) > 1. Journal Papers
Yonsei Authors
Cho, Woo Hyun(조우현)
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