Dimensions of Consumer Ratings of a Hospital Outpatient Service Quality / 예방의학회지
Korean Journal of Preventive Medicine
;
: 495-504, 2000.
Article
in Korean
| WPRIM
| ID: wpr-185058
ABSTRACT
OBJECTIVES:
To examine various dimensions of consumer ratings of health care service with factor analysis and to find which factors influence the overall quality of health care service.METHODS:
A cross-sectional study was conducted on outpatients of a general hospital located in Sungnam City. A self-administered questionnaire was used to assess the consumer? ratings of health care service received. The response rate was 92.8% with a total of 537 persons completing the questionnaire. Factor analysis was performed on 34 items evaluating the quality of health care service. Items were grouped into 5 dimensions as a result of factor analysis and the reliability and validity of influence on patient service assessment were evaluated for each dimension.RESULTS:
The 5 dimensions were as follows ; 1) physician services, 2) non-physician services, 3) process 4) facilities, and 5) cleanliness. A positive correlation with the quality of health care service was found for the dimensions of non-physician services and process, while no significant correlation was found for the dimensions of physician services, facilities, and cleanliness.CONCLUSIONS:
The result of this study may provide basic information for the development of future self-administered questionnaires of consumer ratings and for the evaluation of quality improvement activities in hospital outpatient settings.
Full text:
Available
Index:
WPRIM (Western Pacific)
Main subject:
Outpatients
/
Quality of Health Care
/
Cross-Sectional Studies
/
Surveys and Questionnaires
/
Reproducibility of Results
/
Factor Analysis, Statistical
/
Consumer Behavior
/
Delivery of Health Care
/
Quality Improvement
/
Hospitals, General
Type of study:
Observational study
/
Prevalence study
/
Risk factors
Limits:
Humans
Language:
Korean
Journal:
Korean Journal of Preventive Medicine
Year:
2000
Type:
Article
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