Quality of medical service, patient satisfaction and loyalty with a focus on interpersonal-based medical service encounters and treatment effectiveness: a cross-sectional multicenter study of complementary and alternative medicine (CAM) hospitals

BMC Complementary and Alternative Medicine

Research Article

Chang Eun Kim¹  Jinho Lee¹  In-Hyuk Ha¹  Areum Choi¹  Me-riong Kim¹  Ho-Joo Lee¹  Joon-Shik Shin¹  Ki Byung Park¹  Yoon Jae Lee¹ 

[1] Jaseng Spine and Joint Research Institute, Jaseng Medical Foundation, 858 Eonju-ro, Gangnam-gu, Seoul, Republic of Korea;

关键词: Health care facilities, manpower, and services;    Health services;    Health personnel;    Treatment outcome;    Health care quality, access, and evaluation;    Patient satisfaction;    Surveys and questionnaires;   

DOI  :  10.1186/s12906-017-1691-6

 received in 2016-03-23, accepted in 2017-03-16,  发布年份 2017

来源: Springer

【 摘 要 】

BackgroundTreatment effectiveness holds considerable importance in the association between service quality and satisfaction in medical service studies. While complementary and alternative medicine (CAM) use grows more prominent, comprehensive evaluations of the quality of medical service at CAM-oriented hospitals are scarce. This study assesses the quality of medical services provided at a CAM-oriented hospital of Korean medicine using the service encounter system approach and analyzes the influence of treatment effectiveness on patient loyalty.MethodsA survey study using one-on-one interviews was conducted using a cross-sectional design in outpatients visiting one of fifteen Korean medicine facilities located throughout Korea. A total of 880 surveys were completed from June to July, 2014, and 728 surveys were included in the final analysis after excluding incomplete or incorrect questionnaires. The reliability and validity of the surveys was confirmed using Cronbach’s alpha coefficient and confirmatory factor analysis, and a structural equation modeling analysis was performed to verify causality and association between factors (quality of medical service, treatment effectiveness, patient satisfaction, and intent to revisit).ResultsThe measured factors of physician performance and quality of service procedures had a positive effect on treatment effectiveness. The impression of the facilities and environment directly impacted satisfaction rates for interpersonal-based medical service encounters, while treatment effectiveness positively affected satisfaction regarding quality of medical service. However, treatment effectiveness had a more significant effect on satisfaction compared to facilities and environment, and it indirectly affected satisfaction and directly influenced intent to revisit. Treatment effectiveness and satisfaction both positively influenced intent to revisit.ConclusionsThe importance of treatment effectiveness should be recognized when examining quality of medical services, and we hope that these findings may contribute to future studies.

【 授权许可】

CC BY   
© The Author(s). 2017