A Research on Factors Affecting Medical Service Perception for the Realization of Personalized Traditional Korean Medicine

So Yun Kim; Hyun Ji Kim; Hoon Jung; Hoon Shik Woo; Seung Kyu Nam; Young Il Kim

doi:10.13045/acupunct.2015004

J Acupunct Res > Volume 32(1); 2015 > Article

Kim, Kim, Jung, Woo, Nam, and Kim: A Research on Factors Affecting Medical Service Perception for the Realization of Personalized Traditional Korean Medicine

Original Article

Acupuncture 2015; 32(1): 37-51.

DOI: https://doi.org/10.13045/acupunct.2015004

A Research on Factors Affecting Medical Service Perception for the Realization of Personalized Traditional Korean Medicine

So Yun Kim¹, Hyun Ji Kim¹, Hoon Jung², Hoon Shik Woo³, Seung Kyu Nam⁴, Young Il Kim^1,^*

¹Department of Acupuncture & Moxibustion Medicine, College of Korean Medicine, Daejeon University

²Department of Oriental Rehabilitation Medicine, College of Korean Medicine, Daejeon University

³Department of IT Management and Engineering, College of Engineering, Daejeon University

⁴Department of Industrial and Advertising Psychology, College of Business, Daejeon University

^*Corresponding author: Department of Acupuncture & Moxibustion Medicine, Dunsan Korean Medicine Hospital of Daejeon University, 75, Daedeok-daero 176beon-gil, Seo-gu, Daejeon, 302-869, Republic of Korea,
Tel: +82-42-470-9137 E-mail: omdkim01@dju.kr

Received February 05, 2015 Revised February 22, 2015 Accepted February 23, 2015

See the Original "".

Abstract

Objectives

This study aimed to evaluate influential factors affecting patients’ surveyed medical service perception of Traditional Korean Medicine(TKM).

Methods

This study was a randomized single blind parallel design and 335 patients were participated. After treatment, we carried out a survey about medical service perception index from April 1st 2013 to January 31th 2014. We evaluated and analyzed the difference between Korean internal medicine and acupuncture & moxibustion, and also between the age groups of younger than 30s and older than 40s.

Results

As the results of the analysis, acupuncture & moxibustion group had higher points on medical service perception sub factors than Korean internal medicine group. There was no meaningful difference between the age groups.

Conclusions

The study showed higher satisfaction with acupuncture & moxibustion than Korean internal medicine, and as variable, department was more influential than age for medical service perception.

Key Words: Medical service perception index; Personalized traditional Korean medicine; Acupuncture & moxibustion; Korean internal medicine.

Table 1.

Numbers of Questionnaire Belong to the Sub Factors

Types of question		Numbers of question	Sub factors
1	Expertise of doctor	1, 2, 3	Doctor perception
2	Professional skill of doctor	4, 5, 6
3	Sympathy of doctor	7, 8, 9

4	Fame of medical team	10, 11, 12	Medical team perception
5	Humanity of medical team	13, 14, 15	Medical team perception

6	Commercial application of medical team	16, 17, 18	Dissatisfaction factors
7	Mistake of medical team	19, 20, 21	Dissatisfaction factors

8	Systemicity of treatment	22, 23, 24	Trust factors
9	Speed of treatment	25, 26, 27
10	Suitability of medical expenses	28, 29, 30

11	Newest medical facilities	31, 32, 33	Medical facility perception
12	Sanitation of medical facilities	34, 35, 36	Medical facility perception

13	Hospital image	37, 38, 39	Hospital image

14	Hygienic conditions of medical team	40, 41, 42	Sanitation perception

Table 2.

Demographic Information between Acupuncture & Moxibustion and Korean Internal Medicine

		Acupuncture & moxibustion	Korean internal medicine	Total

		N(%)	N(%)	N(%)
Gender	Male	39(11.64)	92(27.46)	131(39.10)
Gender	Female	76(22.68)	128(38.20)	204(60.89)

	Total	115(34.32)	220(65.67)	335(100.00)

Age	20s and younger	12(3.58)	58(17.31)	70(20.89)
	30s	27(8.05)	38(11.34)	65(19.40)
	40s	35(10.44)	69(20.59)	104(31.04)
	50s	26(7.76)	40(11.94)	66(19.70)
	60s and over	15(4.47)	15(4.47)	30(8.95)

	Total	115(34.32)	220(65.67)	335(100.00)

Table 3.

Reliablity of Medical Trust Scale-Internal Consistency (Cronbach’s Alpha)

Scale	Raw data	Standard data
Medical service cognition scale	0.924311	0.933490

Table 4.

Sub Factors between Acupuncture & Moxibustion and Korean Internal Medicine

	Acupuncture & moxibustion	Korean internal medicine	Total	t

	M ± SD	M ± SD	M ± SD
Doctor perception	4.41 ± 0.60	3.83 ± 0.65	4.03 ± 0.69	7.95^***
Medical team perception	4.54 ± 0.56	3.86 ± 0.69	4.09 ± 0.73	8.97^***
Dissatisfaction factors	1.55 ± 0.56	2.30 ± 0.87	2.05 ± 0.86	−8.14^***
Trust factors	4.09 ± 0.73	3.59 ± 0.70	3.76 ± 0.75	6.07^***
Medical facility perception	3.84 ± 0.80	3.39 ± 0.83	3.55 ± 0.85	4.78^***
Hospital image	4.19 ± 0.73	3.53 ± 0.76	3.76 ± 0.81	7.47^***
Sanitation perception	4.17 ± 0.67	3.76 ± 0.73	3.89 ± 0.73	4.86^***

M: mean. SD: standard deviation. t: t value.

^*** p < .001.

Table 5.

Medical Service Perception Between Acupuncture & Moxibustion and Korean Internal Medicine

	Acupuncture & moxibustion	Korean internal medicine	Total	t

	M ± SD	M ± SD	M ± SD
Doctor’s explanation about diagnosis and treatment	4.35 ± 0.72	4.01 ± 0.74	4.13 ± 0.72	4.00^***
Doctor’s notification about cause and history of the disease	4.30 ± 0.81	3.88 ± 0.84	4.02 ± 0.85	4.31^***
Doctor’s study experience	4.33 ± 0.83	3.74 ± 0.86	3.94 ± 0.89	5.90^***
Doctor’s treatment experience	4.63 ± 0.58	3.95 ± 0.84	4.18 ± 0.83	7.74^***
Doctor’s validity of treatment skill	4.54 ± 0.68	3.92 ± 0.75	4.13 ± 0.78	7.20^***
Doctor’s treatment update	4.26 ± 0.85	3.58 ± 0.88	3.80 ± 0.92	6.66^***
Doctor’s understanding about patient’s problem	4.49 ± 0.75	3.98 ± 0.88	4.15 ± 0.87	5.27^***
Doctor’s understanding about patient’s need	4.48 ± 0.72	3.83 ± 0.94	4.05 ± 0.93	6.40^***
Doctor’s emotional sympathy	4.35 ± 0.85	3.60 ± 0.99	3.86 ± 1.01	6.72^***
Medical team’s reputation	4.59 ± 0.65	3.85 ± 0.87	4.10 ± 0.88	7.74^***
Recommendation on medical team	4.53 ± 0.74	3.73 ± 0.88	4.00 ± 0.92	8.17^***
Medical team’s treatment experience and skill	4.49 ± 0.73	3.89 ± 0.90	4.09 ± 0.89	6.04^***
Medical team’s politeness	4.65 ± 0.59	3.99 ± 0.86	4.22 ± 0.83	7.31^***
Medical team’s understanding about patient’s circumstances	4.48 ± 0.74	3.91 ± 0.91	4.10 ± 0.89	5.63^***
Medical team’s kindness	4.52 ± 0.71	3.79 ± 0.98	4.04 ± 0.96	6.94^***
Greediness for money	1.39 ± 0.88	2.13 ± 1.15	1.88 ± 1.12	−5.92^***
Suggestion for unnecessary examination or treatment	1.29 ± 0.70	2.16 ± 1.17	1.86 ± 1.11	−7.27^***
Doing unnecessary things	1.28 ± 0.69	2.27 ± 1.19	1.93 ± 1.14	−8.15^***
Medical team’s ignorance	1.27 ± 0.61	2.08 ± 1.12	1.81 ± 1.05	−7.08^***
Medical team’s inappropriate treatment	1.28 ± 0.64	2.12 ± 1.11	1.83 ± 1.05	−7.34^***
Medical team’s lack of information about patient	1.43 ± 0.76	2.21 ± 1.04	1.95 ± 1.02	−6.98^***
Provision of precise medical service	4.11 ± 0.98	3.73 ± 0.82	3.86 ± 0.89	3.72^***
Systematic consultation system	4.27 ± 0.84	3.70 ± 0.86	3.89 ± 0.90	5.73^***
Systematic reservation system	4.34 ± 0.84	3.72 ± 0.94	3.93 ± 0.95	5.92^***
Speed of clinical procedure	4.36 ± 0.74	3.72 ± 0.90	3.93 ± 0.90	6.42^***
Shortness of wating time	3.88 ± 1.08	3.38 ± 0.99	3.55 ± 1.05	4.18^***
Smooth clinical procedure without delay	4.09 ± 1.00	3.64 ± 0.96	3.79 ± 0.99	4.01^***
Medical service of low cost	3.58 ± 1.09	3.25 ± 1.03	3.36 ± 1.06	2.65^**
Poor cost-effectiveness of medical service	1.89 ± 1.00	2.57 ± 1.05	2.34 ± 1.08	−5.63^***
More expensive medical cost than other hospital	2.55 ± 1.14	2.87 ± 1.01	2.79 ± 1.06	−2.65^**
Up-to-date building of hospital	3.87 ± 0.89	3.48 ± 1.06	3.61 ± 1.02	3.34^***
Up-to-date medical facility and machine	3.97 ± 0.84	3.46 ± 0.89	3.63 ± 0.90	4.98^***
Up-to-date amenities	3.70 ± 1.00	3.23 ± 0.93	3.39 ± 0.98	4.21^***
Hospital’s sanitaion management	4.27 ± 0.80	3.75 ± 0.91	3.93 ± 0.91	5.15^***
Hand sterilizer equipped	3.83 ± 1.07	3.85 ± 0.97	3.84 ± 1.01	−0.14^***
Ventilation and temperature control	4.04 ± 0.94	3.65 ± 0.96	3.78 ± 0.97	3.44^***
General reputation	4.34 ± 0.71	3.77 ± 0.84	3.96 ± 0.84	6.06^***
Specialty of medical service	4.00 ± 0.92	3.29 ± 0.95	3.52 ± 1.00	6.25^***
Contribution to society and national health	4.18 ± 0.79	3.54 ± 0.88	3.75 ± 0.90	6.32^***
Medical team’s clothes cleanness	4.37 ± 0.79	3.77 ± 0.85	3.98 ± 0.87	6.21^***
Medical team’s washing and sterilization	4.24 ± 0.85	3.75 ± 0.90	3.92 ± 0.91	4.71^***
Medical team’s sanitation concept	4.24 ± 0.79	3.78 ± 0.87	3.93 ± 0.87	4.70^***

M: mean. SD: standard deviation. t: t value.

^** p < .01.

^*** p < .001.

Table 6.

Doctor Perception between Acupuncture & Moxibustion and Korean Internal Medicine and Age Groups

	30s and younger	40s and older	Total

	M ± SD	M ± SD	M ± SD
Acupuncture & moxibustion	4.41 ± 0.57	4.42 ± 0.62	4.41 ± 0.56
Korean internal medicine	3.71 ± 0.62	3.93 ± 0.65	3.83 ± 0.65

Total	3.91 ± 0.68	4.11 ± 0.68	4.03 ± 0.69

M: mean. SD: standard deviation.

Table 7.

ANOVA for Doctor Perception between Acupuncture & Moxibustion and Korean Internal Medicine and Age Groups

Source	DF	Type I SS	MS	F value
Department(A)	1	25.52800491	25.52800491	64.05^***
Age group(B)	1	1.76351057	1.76351057	4.42^*
A × B	1	0.78573053	0.78573053	1.97
Error	330	131.5228736	0.3985542

Total	333	159.6001196

DF: degrees of freedom. Type I SS: type I sum of squares.

MS: mean square. F value: the value of the F statistic.

^* p < .05.

^*** p < .001.

Table 8.

Medical Team Perception between Acupuncture & Moxibustion and Korean Internal Medicine and Age Groups

	30s and younger	40s and older	Total

	M ± SD	M ± SD	M ± SD
Acupuncture & moxibustion	4.51 ± 0.50	4.56 ± 0.60	4.54 ± 0.56
Korean internal medicine	3.75 ± 0.67	3.94 ± 0.70	3.86 ± 0.69

Total	3.97 ± 0.71	4.18 ± 0.73	4.09 ± 0.73

M: mean. SD: standard deviation.

Table 9.

ANOVA for Medical Team Perception between Acupuncture & Moxibustion and Korean Internal Medicine and Age Groups

Source	DF	Type I SS	MS	F value
Department(A)	1	34.78236594	34.78236594	81.04^***
Age group(B)	1	1.65141886	1.65141886	3.85
A × B	1	0.38009735	0.38009735	0.89
Error	330	141.6352038	0.4291976

Total	333	178.4490860

DF: degrees of freedom. Type I SS: type I sum of squares.

MS: mean square. F value: the value of the F statistic.

^*** p < .001.

Table 10.

Dissatisfaction Factors between Acupuncture & Moxibustion and Korean Internal Medicine and Age Groups

	30s and younger	40s and older	Total

	M ± SD	M ± SD	M ± SD
Acupuncture & moxibustion	1.50 ± 0.56	1.58 ± 0.56	1.55 ± 0.56
Korean internal medicine	2.35 ± 0.88	2.27 ± 0.88	2.30 ± 0.87

Total	2.10 ± 0.88	2.02 ± 0.84	2.05 ± 0.86

M: mean. SD: standard deviation.

Table 11.

ANOVA for Dissatisfaction Factors between Acupuncture & Moxibustion and Korean Internal Medicine and Age Groups

Source	DF	Type I SS	MS	F value
Department(A)	1	41.18752367	41.18752367	66.01^***
Age group(B)	1	0.07272103	0.07272103	0.12
A × B	1	0.44233636	0.44233636	0.71
Error	326	203.4159795	0.6239754

Total	329	245.1185606

DF: degrees of freedom. Type I SS: type I sum of squares.

MS: mean square. F value: the value of the F statistic.

^* p < .05.

^*** p < .001.

Table 12.

Trust Factors between Acupuncture & Moxibustion and Korean Internal Medicine and Age Groups

	30s and younger	40s and older	Total

	M ± SD	M ± SD	M ± SD
Acupuncture & moxibustion	4.07 ± 0.72	4.10 ± 0.75	4.09 ± 0.7
Korean internal medicine	3.43 ± 0.59	3.72 ± 0.75	3.59 ± 3 0.70

Total	3.61 ± 0.69	3.86 ± 0.77	3.76 ± 0.75

M: mean. SD: standard deviation.

Table 13.

ANOVA for Trust Factors between Acupuncture & Moxibustion and Korean Internal Medicine and Age Groups

Source	DF	Type I SS	MS	F value
Department(A)	1	18.91159765	18.91159765	37.70^***
Age group(B)	1	3.52679067	3.52679067	7.03^**
A × B	1	1.24488145	1.24488145	2.48
Error	331	166.0412684	0.5016353

Total	334	189.7245381

DF: degrees of freedom. Type I SS: type I sum of squares.

MS: mean square. F value: the value of the F statistic.

^*** p < .001.

Table 14.

Medical Facility Perception between Acupuncture & Moxibustion and Korean Internal Medicine and Age Groups

	30s and younger	40s and older	Total

	M ± SD	M ± SD	M ± SD
Acupuncture & moxibustion	3.88 ± 0.81	3.83 ± 0.80	3.84 ± 0.80
Korean internal medicine	3.20 ± 0.79	3.53 ± 0.83	3.39 ± 0.83

Total	3.40 ± 0.85	3.65 ± 0.83	3.55 ± 0.85

M: mean. SD: standard deviation.

Table 15.

ANOVA for Medical Facility Perception between Acupuncture & Moxibustion and Korean Internal Medicine and Age Groups

Source	DF	Type I SS	MS	F value
Department(A)	1	15.56763744	15.56763744	23.36^***
Age group(B)	1	3.39962380	3.39962380	5.10^*
A × B	1	2.56990946	2.56990946	3.86
Error	331	220.6190482	0.6665228

Total	334	242.1562189

DF: degrees of freedom. Type I SS: type I sum of squares.

MS: mean square. F value: the value of the F statistic.

^* p < .05.

^*** p < .001.

Table 16.

Hospital Image Perception between Acupuncture & Moxibustion and Korean Internal Medicine and Age Groups

	30s and younger	40s and older	Total

	M ± SD	M ± SD	M ± SD
Acupuncture & moxibustion	4.30 ± 0.65	4.13 ± 0.76	4.19 ± 0.73
Korean internal medicine	3.38 ± 0.59	3.66 ± 0.85	3.53 ± 0.76

Total	3.64 ± 0.74	3.84 ± 0.84	3.76 ± 0.81

M: mean. SD: standard deviation.

Table 17.

ANOVA for Hospital Image Perception between Acupuncture & Moxibustion and Korean Internal Medicine and age groups

Source	DF	Type I SS	MS	F value
Department(A)	1	31.61297158	31.61297158	57.07^***
Age group(B)	1	1.56578346	1.56578346	2.83
A × B	1	3.49160017	3.49160017	6.30^*
Error	328	181.6823891	0.5539097

Total	331	218.3527443

DF: degrees of freedom. Type I SS: type I sum of squares.

MS: mean square. F value: the value of the F statistic.

^* p < .05.

^*** p < .001.

Table 18.

Sanitation Perception between Acupuncture & Moxibustion and Korean Internal Medicine and Age Groups

	30s and younger	40s and older	Total

	M ± SD	M ± SD	M ± SD
Acupuncture & moxibustion	4.22 ± 0.64	4.14 ± 0.68	4.17 ± 0.67
Korean internal medicine	3.64 ± 0.66	3.85 ± 0.77	3.76 ± 0.73

Total	3.80 ± 0.70	3.96 ± 0.75	3.89 ± 0.73

M: mean. SD: standard deviation.

Table 19.

ANOVA for Sanitation Perception between Acupuncture & Moxibustion and Korean Internal Medicine and Age Groups

Source	DF	Type I SS	MS	F value
Department(A)	1	12.04650673	12.04650673	23.88^***
Age group(B)	1	1.20171696	1.20171696	2.38^*
A × B	1	1.53452250	1.53452250	3.04
Error	326	164.4643919	0.5044920

Total	329	179.2471380

DF: degrees of freedom. Type I SS: type I sum of squares.

MS: mean square. F value: the value of the F statistic.

^* p < .05.

^*** p < .001.

VI.

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