Purpose This study examined outpatients’ experiences of patient participation, their level of patient satisfaction, and the factors that influence their patient satisfaction with outpatient care.
Methods: This cross-sectional descriptive study utilized secondary data from the 2018 Survey on the Experience with Healthcare Service conducted in South Korea. Data from 6,684 outpatients over the age of 20 years who had visited hospitals were analyzed. Patient characteristics, health-related characteristics, and their experiences of patient participation were assessed as factors related to patient satisfaction. Factors that influenced patient satisfaction with outpatient care were identified using logistic regression analysis.
Results: Overall, 84.9% of the participants were satisfied with the received outpatient care. Higher patient satisfaction with outpatient care was significantly associated with middle (40~59 years) and old age (≥60 years), good self-rated health status, and experience of patient participation in patient safety activities.
Conclusion: Multiple factors were related to patient satisfaction with outpatient care. These factors need to be considered when evaluating patients’ satisfaction levels. To improve satisfaction with health care use, it is essential to provide more experiences and expand their opportunities for patient participation during the care process and establish healthcare policies and strategies to enhance patient participation in patient safety.
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Purpose The aim of this study was to explain the patient assessment experiences of the medical staff responsible for customer satisfaction and quality improvement at their respective medical institutions. Methods This was a qualitative study using a focus group with quality improvement or custom service department managers. Participants were selected using purposive sampling. Data collection was conducted with seventeen participants divided into three focus group interviews from July 3 to 5, 2017. Each interview took an average of 1 hour and 40 minutes. Transcribed data were analyzed using qualitative thematic analysis. Results Base on the analysis, four categories and eight themes were derived. The categories were: 1) what is the quality of hospital service? 2) between directionality and timeliness, 3) variations in recognition and application, and 4) changing in hospital culture Conclusion: The assessment of patient's experience has spread a patient-centered culture and elicited significant changes in the behavior of medical and hospital staff. However, the survey instruments and procedures for assessing patient experiences need to be continuously improved, and additional research is required to secure evidence related to patient experiences.
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