외국인 환자 만족도 측정 도구의 신뢰도와 타당도

Abstract

연구목적 : 본 연구는 한국보건산업진흥원에서 기 개발된 외국인 환자 만족도 측정 도구를 수정․보완하여 신뢰도와 타당도를 규명하고자 시도되었다. 연구방법 : 연구 대상은 서울․경기지역에서 국제진료센터를 운영하고 있는 9개 병원에서 외래 혹은 입원하여 진료를 받은 외국인으로 영어, 러시아어, 몽골어 중 한 개 언어에 능통한 자를 대상으로 하였다. 기 개발된 외국인 환자 만족도 측정 도구에 대하여 국내외 유사 도구 검토, 전문가 내용 타당도 검토 후 예비 문항을 개발하여 설문조사를 실시하였고, 신뢰도 및 타당도 분석 및 전문가 자문 과정을 거쳐 최종 도구를 개발하였다. 연구결과 : 최종 외국인 환자 만족도 측정 도구는 7개 항목, 39개 문항으로 구성되었다. 7개 항목은 ‘의사 진료’(5개 문항), ‘정보 및 교육’(6개 문항), ‘병원생활 및 진료비’(8개 문항), ‘병원 편의’(5개 문항), ‘직원 서비스’(4개 문항), ‘의사소통과 환자 존중’(4개 문항), ‘접근성’(4개 문항)이며, ‘전반적 만족도’, ‘재이용 의사’ 및 ‘추천 의사’ 3개 문항의 총 39개 문항으로 확정하였다. 최종 7개 항목 36문항의 Cronbach’s alpha는 .95이며, 항목별 신뢰도는 ‘의사 진료’ .83, ‘정보 및 교육’ .88, ‘병원생활 및 진료비’ .85, ‘병원 편의’ .85, ‘직원 서비스’ .77, ‘의사소통과 환자 존중’ .86, 그리고 ‘접근성’ .65이었다. 결론 : 이상의 결과를 종합하여 볼 때 국내 의료기관을 방문한 외국인 환자 만족도를 측정하는데 신뢰도와 타당도 높은 도구가 개발된 것으로 판단된다. 본 연구에서 개발된 외국인 환자만족도 측정 도구를 활용하여 외국인 환자의 경험을 측정함으로써 궁극적으로 외국인 환자에 대한 의료서비스의 질을 향상시키는데 기여할 것으로 생각된다.

Objective: This study aimed to verify the reliability and validity of the international patient’s satisfaction inventory, which had been previously developed, by revising and supplementing it. Methods: Toward this end, the study selected foreign patients who had received in-patient or out-patient treatments in nine hospitals in Seoul and Gyeonggi-do which run an international care center and who are fluent in either English, Russian, or Mongolian. After reviewing other satisfaction inventories in Korea and other countries that are similar to the developed satisfaction inventory and examining its validity from specialists, the study developed preliminary questions and used them for a survey. After the reliability and validity analyses as well as a consultation with specialists, the study developed the final inventory. Results: The final international patient’s satisfaction inventory consisted of seven categories and 39 questions. The seven categories were “doctor’s care (five questions),” “information and education (six questions),” “hospital environment and financial aspect (eight questions),” “hospital convenience (five questions),” “staff services (four questions),” “communication and patient-respect (four questions),” and “accessibility (four questions),” while the 39 questions included “overall satisfaction,” “whether to use the service again,” and “whether to recommend the service to others.” Cronbach’s alpha coefficient of the 7 categories, 36 items was .95, and the reliability coefficient of “doctor’s care,” “information and education,” “hospital environment and financial aspect,” “hospital convenience,” “staff services,” “communication and patient-respect,” and “accessibility” was .83, .88, .85, .85, .77, .86, and .65, respectively. Conclusion: The results of this study showed that the previously developed international patient’s satisfaction inventory offered high reliability and validity in measuring the satisfaction level of foreign patients who visit medical facilities in Korea. It is believed that using the developed satisfaction inventory to measure the experience of foreign patients will ultimately contribute to the quality of medical services to foreign patients.Objective: This study aimed to verify the reliability and validity of the international patient’s satisfaction inventory, which had been previously developed, by revising and supplementing it. Methods: Toward this end, the study selected foreign patients who had received in-patient or out-patient treatments in nine hospitals in Seoul and Gyeonggi-do which run an international care center and who are fluent in either English, Russian, or Mongolian. After reviewing other satisfaction inventories in Korea and other countries that are similar to the developed satisfaction inventory and examining its validity from specialists, the study developed preliminary questions and used them for a survey. After the reliability and validity analyses as well as a consultation with specialists, the study developed the final inventory. Results: The final international patient’s satisfaction inventory consisted of seven categories and 39 questions. The seven categories were “doctor’s care (five questions),” “information and education (six questions),” “hospital environment and financial aspect (eight questions),” “hospital convenience (five questions),” “staff services (four questions),” “communication and patient-respect (four questions),” and “accessibility (four questions),” while the 39 questions included “overall satisfaction,” “whether to use the service again,” and “whether to recommend the service to others.” Cronbach’s alpha coefficient of the 7 categories, 36 items was .95, and the reliability coefficient of “doctor’s care,” “information and education,” “hospital environment and financial aspect,” “hospital convenience,” “staff services,” “communication and patient-respect,” and “accessibility” was .83, .88, .85, .85, .77, .86, and .65, respectively. Conclusion: The results of this study showed that the previously developed international patient’s satisfaction inventory offered high reliability and validity in measuring the satisfaction level of foreign patients who visit medical facilities in Korea. It is believed that using the developed satisfaction inventory to measure the experience of foreign patients will ultimately contribute to the quality of medical services to foreign patients.