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Trends in Patient Satisfaction from 1989-2003: Adjusted for Patient Characteristics
Sung Hyun Cho, Chang yup Kim
Journal of Korean Academy of Nursing 2007;37(2):171-178.   Published online March 28, 2017
DOI: https://doi.org/10.4040/jkan.2007.37.2.171
AbstractAbstract PDF
Purpose

To identify trends in patient satisfaction adjusted for sociodemographic factors and health status from 1989-2003.

Methods

Five repeated cross-sectional surveys were used. The study sample included 290,534 household members 20 years of age and over from the five survey periods of 1989, 1992, 1995, 1999, and 2003. Satisfaction was measured using a five-point scale, ranging from “very satisfied” to “very dissatisfied.” Crude satisfaction rates, representing the proportion of patients satisfied (very satisfied or satisfied), were calculated for each survey period. Satisfaction rates adjusted for age, sex, marital status, education, and selfrated health status were calculated for each of the five years.

Results

Crude satisfaction rates increased from 15.4% in 1989 to 40.5% in 2003. The proportions of satisfaction and dissatisfaction were reversed after 15 years had passed. However, the satisfaction trend was not linear throughout the different years, with 1992 being the year with the lowest satisfaction rate (9.7%). These trends in crude rates did not change even after adjusting for patient characteristics. The odds of satisfaction in 1992 were 38% lower (odds ratio 0.62, 95% CI 0.60 to 0.64) than the odds in 1989. In 2003, the odds of satisfaction were 4.01 times (95% CI 3.89 to 4.13) the odds for 1989. Older, female, married, and less-educated people were more likely to be satisfied. Patients who rated their health as “very good” had the highest satisfaction rate, and those with “neutral” health ratings had the lowest. General hospitals achieved substantial improvement whereas pharmacies became the lowest-rated of all institutions.

Conclusions

The Korean health system has achieved better patient satisfaction rates over the past 15 years. Increased health expenditure, resources, and quality improvement efforts may have contributed to this progress.

Citations

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  • Evaluation of Patient Satisfaction with Cardiology Services
    Tengiz Verulava, Revaz Jorbenadze, Leila Karimi, Beka Dangadze, Temur Barkalaia
    The Open Public Health Journal.2018; 11(1): 201.     CrossRef
  • Changes in inpatients’ experiences of hospital care in England over a 12-year period: a secondary analysis of national survey data
    Rachel Reeves, Elizabeth West
    Journal of Health Services Research & Policy.2015; 20(3): 131.     CrossRef
  • 115 View
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  • 2 Crossref
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The Differences in Quality Perceptions, Expectations, Evaluation, and Satisfaction for Nursing Service between Patients and Nurses: Small-medium Sized General Hospitals
Jeong Hee Kim, In Sook Lee
Journal of Korean Academy of Nursing 2004;34(7):1243-1254.   Published online March 28, 2017
DOI: https://doi.org/10.4040/jkan.2004.34.7.1243
AbstractAbstract PDF
Purpose

This study was performed to give direction to quality improvement strategies of nursing services by comparing the differences in quality perceptions and satisfaction for nursing services between patients and nurses in small-medium sized general hospitals with 200 beds.

Method

The subjects, who were 150 inpatients and 162 nurses of 4 general hospitals in a community, answered a self-report questionnaire with a SERVQUAL scale.

Result

There were differences between patients' and nurses' expectations and perceptions of nursing service and satisfaction. In the service expectation, the highest factor was ‘the responsiveness’, and in the perceived performance, the highest was the ‘assurance’. In addition, overall patients' perceptions on nursing services showed higher than nurses'. There were positive correlations among the expectations and perceptions on nursing service, and satisfaction. The correlation between perception and satisfaction was higher than the correlation between expectations and satisfaction.

Conclusion

To improve the nursing service quality at small-medium hospitals, strengthening the ‘assurance’ factor and improving the nursing service support system is needed. Also, this study on nurses' perceived nursing service at small-medium sized hospitals should be duplicated.

Citations

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  • Developing a multimedia encyclopedia for little people and their families
    Sherry Y. Chen, Boren You
    Universal Access in the Information Society.2017; 16(4): 977.     CrossRef
  • Structural Equation Modeling for Public Hospital Quality of Care, Image, Role Performance, Satisfaction, Intent to (Re)visit, and Intent to Recommend Hospital as Perceived by Community Residents
    Eun Jeong Hwang, In Ok Sim
    Journal of Korean Academy of Nursing.2016; 46(1): 118.     CrossRef
  • Person-centered Care and Nursing Service Quality of Nurses in Long-term Care Hospitals
    Hae Sagong, Ga Eon Lee
    Journal of Korean Academy of Community Health Nursing.2016; 27(4): 309.     CrossRef
  • Comparing Satisfaction with Nursing Care and Factors Relevant to Hospital Revisit Intent among Hospitalized Patients in Comprehensive Nursing Care Units and General Care Units
    Sa-Rang Shin, Kyung-Yeon Park
    Journal of Korean Academy of Nursing Administration.2015; 21(5): 469.     CrossRef
  • The Effects of Quality of Care, Image, Role Performance Perceived by Community Residents on Medical Service Satisfaction to Public Hospitals
    Eun Jeong Hwang, Jungjoo Moon, In Ok Sim
    Health Policy and Management.2014; 24(2): 153.     CrossRef
  • Perceived nursing service quality in a tertiary care hospital, Maldives
    Mariyam Nashrath, Thitinut Akkadechanunt, Ratanawadee Chontawan
    Nursing & Health Sciences.2011; 13(4): 495.     CrossRef
  • A Study on Family Satisfaction with Community Mental Health Center Services in Gyeonggi Province by Families of People with Mental Illness
    Hee Jung Kim
    Journal of Korean Academy of Nursing.2009; 39(1): 124.     CrossRef
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  • 7 Crossref
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Nurse-Patient Interaction Patterns and Patient Satisfaction in the Emergency Department
Eun Jung Kim
J Korean Acad Nurs 2010;40(1):99-109.   Published online February 28, 2010
DOI: https://doi.org/10.4040/jkan.2010.40.1.99
AbstractAbstract PDF
Purpose

The purpose of this study was to identify effective nurse interaction patterns with patients in the emergency department.

Methods

For this study, video technology was used to record complete conversations between the nurse and patient. The participants were 28 nurses and 63 patients in the emergency department at one university hospital located in Seoul. The data were collected from November, 2002 to April, 2003. The video recordings were observed for 4 hr for each case and coded using an adapted version of Roter's Interaction Analysis System (RIAS). The data were analyzed using cluster analysis to identify the patterns of nurse-patient interaction.

Results

Cluster analysis revealed 4 distinct nurse interaction patterns; 1) "closed" characterized by orientation and negative talk, 2) "positive" characterized by positive affective talk, 3) "informative and directing" characterized by task-focused behavior including data gathering, and giving information about medical condition and treatment, 4) "facilitative" characterized by balance of psychosocial and biomedical topics. Patient satisfaction was highest in the facilitative interaction pattern.

Conclusion

The patient centered interaction pattern, balancing information exchange and psychosocial exchange are the most effective interactions in the emergency department, suggesting that effective interaction skill is a core clinical nursing intervention in acute care.

Citations

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  • What Factors Influence Patient Measures of Safety Among Adults?
    Yujeong Kim, Eunhee Nam
    Risk Management and Healthcare Policy.2025; Volume 18: 353.     CrossRef
  • Therapeutic Communication Experiences of Nurses Caring for Patients with Hematology
    Hyun-Jung Lee, Bom-Mi Park, Mi-Jin Shin, Do-Yeon Kim
    Healthcare.2022; 10(12): 2403.     CrossRef
  • Impact evaluation of nurse staffing policy reform in Korea: A quasi‐experimental study
    Jinseon Yi, Jinhyun Kim
    Journal of Nursing Management.2022; 30(7): 3457.     CrossRef
  • Nurses' Experience with Inpatients in Comprehensive Nursing Care Service: A Phenomenological Approach
    Purum Kang, Jiwon Kang
    Journal of Korean Academy of Nursing Administration.2021; 27(3): 149.     CrossRef
  • Development and Effect of a Fall Prevention Program Based on King’s Theory of Goal Attainment in Long-Term Care Hospitals: An Experimental Study
    Bom-Mi Park
    Healthcare.2021; 9(6): 715.     CrossRef
  • Effects of Facilitative Nurse-Patient Interaction using an Informational Leaflet on Emergency Care
    Hyojin Kim, Hee-Young Kang
    Journal of Korean Academy of Fundamentals of Nursing.2019; 26(2): 127.     CrossRef
  • Effects of patient participation in the management of daily nursing goals on function recovery and resilience in surgical patients
    Jisun Lee, Eunji Seo, Jieun Choi, Ja Min
    Journal of Clinical Nursing.2018; 27(13-14): 2795.     CrossRef
  • Impact of a financial incentive policy on Korean nurse staffing
    Y. Kim, J. Kim
    International Nursing Review.2015; 62(2): 171.     CrossRef
  • Effects of nurse staffing, work environments, and education on patient mortality: An observational study
    Eunhee Cho, Douglas M. Sloane, Eun-Young Kim, Sera Kim, Miyoung Choi, Il Young Yoo, Hye Sun Lee, Linda H. Aiken
    International Journal of Nursing Studies.2015; 52(2): 535.     CrossRef
  • Effects on Long-Term Care Hospital Staff Mixing Level after Implementing Differentiated Inpatient Nursing Fees by Staffing Grades
    Donghwan Kim, Hanju Lee
    Journal of Korean Academy of Nursing Administration.2014; 20(1): 95.     CrossRef
  • Factors on the Gap between Predicted Cesarean Section Rate and Real Cesarean Section Rate in Tertiary Hospitals
    Yun Mi Kim, Se Young Kim
    Korean Journal of Women Health Nursing.2012; 18(3): 200.     CrossRef
  • Effects of Hospital Nurse Staffing on in-hospital Mortality, Pneumonia, Sepsis, and Urinary Tract Infection in Surgical Patients
    Yunmi Kim, Sung-Hyun Cho, Kyung Ja June, Soon Ae Shin, Jiyun Kim
    Journal of Korean Academy of Nursing.2012; 42(5): 719.     CrossRef
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  • 12 Crossref
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Inpatient Satisfaction and Dissatisfaction in Relation to Socio-demographics and Utilization Characteristics
Sung Hyun Cho
Journal of Korean Academy of Nursing 2005;35(3):535-545.   Published online June 30, 2005
DOI: https://doi.org/10.4040/jkan.2005.35.3.535
AbstractAbstract PDF
Purpose

This paper reports a study exploring factors related to patient satisfaction and dissatisfaction with inpatient care.

Method

A cross-sectional study design was used, employing data from the National Health and Nutrition Survey conducted in 2001. Socio-demographic factors, utilization, self-rated health status, and disease characteristics were assessed by employing univariate comparisons and multivariate logistic regression analyses.

Result

Out of 37,769 respondents, 1,043 aged 20 years and over had been admitted to a hospital or clinic at least once during the past year. About a quarter of the respondents were discharged from tertiary hospitals and 21% from clinics. The majority of patients (58%) were satisfied with inpatient care received, whereas 11% were dissatisfied. Greater satisfaction was found in patients aged 45-64 years and those having formal education, discharge from tertiary hospitals, national health insurance as a payer, medical expenses not being burdensome, good self-rated health status, and neoplasm. Living in non-metropolitan urban areas, shorter length of stay, and musculoskeletal diseases were associated with greater dissatisfaction.

Conclusion

Different factors were related to patient satisfaction and dissatisfaction with care. Those factors need to be taken into account when evaluating and comparing satisfaction levels between health care institutions.

Citations

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  • Key Factors Influencing Outpatient Satisfaction in Chronic Disease Care: Insights from the 2023 Korea HSES
    Yu-Jin Cha
    Healthcare.2025; 13(6): 655.     CrossRef
  • Hospital Pharmacists’ Patient-Centered Communication, Trust, and Satisfaction: Patients’ Perceptions and Opinions
    Hye Kyung Jin, Sung Yun Suh, Sung Hwan Kim, A Jeong Kim, Hyun Jeong Kim, Nigh Choi, Jeong Yun Choi, Hayeon Lee, Jiseung Hong, Oksang Lee, Hyeri Oh, Ah Young Jeon, Gahyun Kim, Jihyeon Do, Yumi Lee, Yoon Sook Cho
    Journal of Korean Society of Health-System Pharmacists.2023; 40(4): 387.     CrossRef
  • The relationship between the quality of hospital care and COVID-19 inpatients’ satisfaction in medical centers in Ilam, Iran
    Majideh Heravi-Karimooi, Somaye Javanmardnejad, Nahid Rejeh
    Payesh (Health Monitor) Journal.2023; 22(6): 761.     CrossRef
  • The Effects of Outpatients’ Experiences of Patient Participation on Patient Satisfaction in Korea
    Shinae Ahn
    Journal of Korean Academy of Nursing Administration.2022; 28(2): 88.     CrossRef
  • Experiences of the mothers of infants hospitalized in the neonatal intensive care unit (NICU)
    R. Nazari, F. Moradi Koosha, S. Rezaie, N. Akbari, A. Qolizadeh, Z. Sabzi
    Journal of Neonatal-Perinatal Medicine.2020; 13(4): 571.     CrossRef
  • A Study on Contributing Factors of Industrially Injured Patients' Satisfaction
    Hyun-Joo Lee, Jung-In Kang
    Korean Journal of Occupational Health Nursing.2011; 20(3): 319.     CrossRef
  • 95 View
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  • 6 Crossref
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