Effect of Patient-Related Factors on Hospitalization Service
Satisfaction and Recommendation Intention of Medical Institutions
Abstract
Background: Since 2013, the OECD has included patient
experience indicators in OECD Health Statistics, and most of countries
have submitted patient experience survey data. This movement of the
international community became the basis for strengthening patient
participation in the provision of medical services and ensuring the
quality of medical care. Along with international discussions, the
Ministry of Health and Welfare of Korea recognized the importance of
confirming patient experiences and introduced a medical service
experience survey for all citizens in 2017. Based on this background,
this study examined the factors that influence the ‘Overall
Satisfaction’ and ‘Intention to Recommend’ of medical institutions used
using the Korea Medical Service Experience Survey (2019-2021). At this
time, the Top-box rating model used in the United States was applied.
Methods: This study used the data of Medical Service Experience
Survey in Korea. The data collected for data analysis were from 2019 to
2021 (Medical service period: 2018.07.01. ~2021.06.30).
In this study, only those who used inpatient services (15 years of age
or older) were included because they spent a long time in a medical
institution and had an intensive experience, and a total of 1,105
subjects were included in the analysis. Results: According to
the analysis results, self-rated health and bed type had an effect on
overall satisfaction with medical institutions. In addition, the type of
economy activity, living area, self-rated health, the type of bed, and
the type of nursing service affected the intention to recommend. And it
was confirmed that overall satisfaction with medical institutions and
intention to recommend them were higher in the 2021 survey than in 2019.
Conclusion: These results suggest the importance of government
policy on resources and systems. In particular, through the case of
Korea, it was found that the policy of reducing beds in multi-person
rooms and integrated nursing care services had an important effect on
improving the patient’s experience in using medical institutions and
quality of care.