일개 상급 종합병원 내 의료서비스의 지연 일수가 환자들의 예약취소에 미치는 영향

Abstract

In this study, patients' reservation cancellation during a course of medical services in a general hospital were related to the number of days of delay between the appointment date and the execution date of the medical service, and the actual delay data of a hospital's specific period was used to this study. We were provided with data on the surgical appointment date and the surgical execution date were provided for a total of 871 scheduled surgical appointments in a gastrointestinal surgery department. Using these data, we demonstrate the correlation between the cancellation phenomenon that occurs during the process of surgical scheduling leading to surgical execution and the number of days of delay that directly affects these cancellations through logistic regression. Among total 871 scheduled surgical appointments, 70 patients canceled surgery and left for other hospitals, with 8.04 percent cancellation rate. As a result, it was shown that deviations increased by 1.892 times as the surgical scheduling delay increased by one day. In this study, we found that during the process of receiving medical services from one general hospital, patients cancel their reservations and leave to other hospitals, which is directly affected by the number of delayed days between medical services. These findings are meaningful in that they can be used as a foundation for improving the quality of medical services, as well as providing a reference to establishing a customer management strategy to minimize cancellation of reservations and prevent patient departure.