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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
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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.

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

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

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

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)
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.
VI.

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