Patient Satisfaction and Perception on Nutritional Counseling Services Quality
2017
Choi, K.B., Pukyong National University, Busan, Republic of Korea | Lee, S.M., Severance Hospital, Republic of Korea | Lee, S.M., Sungshin Women's University, Seoul, Republic of Korea | Lee, E., Konkuk University Medical Center, Seoul, Republic of Korea | Park, M.S., Seoul National University Hospital, Seoul, Republic of Korea | Park, Y.K., Kyung Hee National University, Seoul, Republic of Korea | Cha, J.A., Jeonju University, Jeonju, Republic of Korea | Lyu, E.S., Pukyong National University, Busan, Republic of Korea
The objective of this study was to analyze patient satisfaction and perception of nutritional counseling services quality. A patient satisfaction and perception survey was conducted for 1,095 patients from 43 tertiary hospitals and 20 general hospitals. The number of returned questionnaires was 656 (response rate: 60.0%). Data from 633 questionnaires were analyzed after the questionnaires with unanswered items were excluded. Five domains were identified from the result of the factor analysis using the maximum likelihood and oblique rotation. The five domains were named empathy, responsiveness, tangibles, reliability, and skill and specialty. Patient perception mean score of nutritional counseling was 4.54/5.00. Patient satisfaction scores were significantly higher in empathy (P less than 0.001), responsiveness, and skill and specialty (P less than 0.01) with a college or graduate school education than in patients with a middle school education. There was no statistically significant difference between satisfaction scores in tertiary hospitals and those in general hospitals, but patients in capital hospitals reported significantly higher scores than their local counterparts in empathy, responsiveness, reliability, skill and specialty (P less than 0.001), and tangibles (P les s than 0.05). In responsiveness, significantly higher (P less than 0.01) scores were observed in patients who received nutritional counseling only once compared to patients who received counseling two times. Patients perception of nutritional counseling services was significantly correlated with their satisfaction of five domains, reliability (r=0.721), responsiveness (r=0.697), empathy (r=0.690), skill and specialty (r=0.678), and tangibles (r=0.622).
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