KR101847193B1 - A System Providing Patient Experience Evaluation Service for Hospital - Google Patents

Abstract

The present invention relates to a system for providing a patient experience evaluation service for a hospital, which can easily identify medical service improvements of a hospital. The system for providing a patient experience evaluation service for a hospital comprises: a member registration module to receive hospital information including a hospital name from a hospital server; a condition setting module including a survey target extraction unit to extract survey targets of patient experience evaluation from a patient group which has used the hospital, and a questionnaire generation unit to generate a questionnaire including a plurality of survey questions; a survey performing module to provide the survey targets with the questionnaire, receive survey answers, and designate the survey targets who have inputted the survey answers as respondents; a result analysis module including a question result analysis unit analyzing the survey answers to calculate a numerical satisfaction score; and a report generation module to generate a report based on the satisfaction score and supply the report to the hospital server.

Description

[0001] The present invention relates to a system for providing a patient experience evaluation service for a hospital,

More particularly, the present invention relates to a system for providing a patient experience evaluation service to a hospital, and more particularly, to a hospital that provides a patient experience evaluation for a patient using a hospital, calculates a satisfaction score And to calculate the probability of the patient returning to the hospital at the same time. In addition, the present invention relates to a patient experience evaluation service for hospitals that provides feedback on the medical service of a hospital and grasps improvement points by providing a report on the results of the patient experience evaluation in the hospital.

Recently, companies and public institutions that are interested in the opinions of customers such as civil servants who use public institutions are increasing. Furthermore, it is recognized that responding to customers' voices promptly and responding appropriately is an essential element for enhancing corporate competitiveness. The customer satisfaction survey, ie customer satisfaction and service satisfaction, is measured and evaluated objectively In addition, it is becoming more and more common to investigate the direction of improvement and reflect it appropriately in the activities of enterprises and government agencies and to seek improvement of services.

Reflecting this phenomenon, Korean Patent No. 10-0909654 discloses a system and method for customer satisfaction survey.

The present invention relates to a system and method for gathering opinions and questionnaires provided by a complainant or a customer in a plurality of areas through a computer network and performing statistical analysis processing.

According to the present invention, there is provided a system for providing opinions to a plurality of complainants and analyzing the analyzed information to provide information, the dedicated terminal being installed in a plurality of areas and receiving identification information and opinion information data from a complainant; An inquiry server connected to the plurality of dedicated terminals to receive and collect data inputted from a civilian and authenticate whether the collected data is redundant by using the collected data, A database for storing information in a database in the survey server; And a display terminal that is installed in a plurality of areas and displays a satisfaction index statistically analyzed by the survey server.

Therefore, the customer satisfaction survey system according to the present invention provides an effect of increasing the objectivity and field of investigation by receiving a direct feedback from a customer by installing a dedicated terminal in a plurality of areas requiring opinion convergence.

However, since the above-mentioned invention requires a dedicated terminal directly installed in a plurality of areas, a time and economic cost problem may arise. Also, not everyone who responds to the survey responds truthfully, so we can not get the right survey results unless we exclude respondents who respond in a false sense. Although the present invention can be applied to the present invention because the hospital can be regarded as a single enterprise, the present invention is a system for providing a patient experience evaluation to a hospital. Since the hospital is a place directly connected with the life of the patient, It is more important than anything else. Therefore, when the above-described invention is applied to the present invention, patients are required to perform a survey through a dedicated terminal, so that they are inconvenienced, The result is low.

Another prior art disclosed in Korean Patent No. 10-1785106 is a system for providing a customer loyalty score for managing multiple stores.

According to the present invention, a store server for calculating goods purchased by a user and transmitting purchase information to a central server; A central server for generating a customized questionnaire according to purchase information transmitted from the store server and transmitting the customized questionnaire to the user terminal; A user terminal for displaying a personalized questionnaire sent from the central server and transmitting the inputted questionnaire result to the central server when an answer of the personalized questionnaire is input from the user; And a customer management unit for collecting a survey result of the customized questionnaire sent from the user terminal to the central server, wherein the customer management unit checks the customized questionnaire in real time after the user purchases the product, It is suggested that data collection and management that can perform targeted marketing of the users reflecting the survey results are possible.

However, the above-mentioned invention is a method of deriving the result of a survey without taking into consideration the respondent who falsely responded to the survey, and it is difficult to trust the result of the survey according to the invention, , It is very likely to operate in the direction of wrong improvement.

Therefore, in order to solve the above-mentioned problems, the satisfaction of the hospital medical service can be grasped by evaluating the patient experience from a large number of patients using the hospital, and the satisfaction score of the hospital can be quantified, The results of the questionnaire survey are summarized as follows. First, the questionnaire survey was conducted on the questionnaires of the hospital. There is a need to develop a patient experience evaluation service providing system for hospitals that can expect predictions.

The present invention has been devised to overcome the problems of the above-described technology, and it is an object of the present invention to conduct a patient experience evaluation of a medical service of a hospital through terminals used by a plurality of patients using a hospital, The purpose of this study is to identify the satisfaction of hospitals through questionnaires and to provide feedback on the medical services of the hospitals through the scores obtained through numerical analysis.

Another object of the present invention is to filter out responders who have responded falsely in responding to a patient experience evaluation of a hospital, to calculate a reliable survey result, and to easily grasp a medical service improvement point of a hospital.

Another object of the present invention is to provide a method and system for efficiently and efficiently treating patients who are satisfied with the medical service of a hospital by calculating the hospital re-visit rate, which is the probability that a patient who is satisfied with the use of the hospital, And to predict the profitability of hospitals.

According to an aspect of the present invention, there is provided a system for providing a patient experience evaluation service for a hospital, the system comprising: a membership subscription module for receiving hospital information including a hospital name from a hospital server; A condition setting module including a questionnaire subject extracting unit for extracting a questionnaire subject of the patient experience evaluation from the patient group using the hospital and a questionnaire generating unit for generating a questionnaire including a plurality of questionnaire items; A questionnaire execution module for providing the questionnaire to the questionnaire subject and receiving a questionnaire answer, and designating the questionnaire subject inputted the questionnaire answer as a respondent; A result analyzing module including an item-by-item result analyzing unit for analyzing the questionnaire answer and calculating a numerical satisfaction score; And generating a report based on the satisfaction score and providing the report to the hospital server.

The condition setting module may further include a target response number setting unit that sets a target response number that is a minimum target value for the number of responders.

The system may further include a response rate calculating unit for calculating a questionnaire response rate based on the number of subjects and the number of respondents, a rate calculator for calculating a target response rate of achievement based on the number of respondents and the target number of responses, And a progress notification module for generating progress information including the survey response rate and the target response rate and transmitting the progress information to the hospital server.

Furthermore, the result analysis unit for each of the items includes a multiple-choice result analysis part for calculating a multiple choice satisfaction score obtained by quantifying the satisfaction score for the multiple-choice questions included in the questionnaire answer, and a satisfaction score for the questions Wherein the result analyzing module further includes an integrated result analyzing unit for calculating an integrated satisfaction score based on the multiple choice satisfaction score and the subjective satisfaction score, And the module generates a report based on the integrated satisfaction score.

A patient experience evaluation service providing system for a hospital according to the present invention comprises:

The results of this study were as follows: 1) The questionnaire survey was conducted to ask the satisfaction of the hospital about the questionnaires extracted from the patients using the hospital. To facilitate feedback,

2) In order to increase the reliability of the results of the hospital patient experience evaluation, the function of considering the imaginary adjustment value filtering out the respondents who falsely responded to the survey was provided in the method of calculating the satisfaction score,

3) It is effective to provide the function of predicting the profitability of the hospital by calculating the probability that the patients who are satisfied with the hospital medical service visit the hospital again, and then reflecting the result in the satisfaction score of the survey result.

1 is a conceptual diagram showing a schematic configuration of a system of the present invention;
2 is a block diagram showing a configuration of a system of the present invention;
3 is a conceptual diagram showing an example in which a questionnaire of the present invention is generated.
4 is a conceptual diagram showing an example in which a report of the present invention is generated.

Hereinafter, preferred embodiments of the present invention will be described in detail with reference to the accompanying drawings. The accompanying drawings are not drawn to scale and wherein like reference numerals in the various drawings refer to like elements.

1 is a conceptual diagram showing a schematic configuration of a system 10 of the present invention.

1, a patient experience evaluation service providing system 10 for a hospital according to the present invention basically comprises hospital information about a hospital to perform a patient experience evaluation, a name of the patient using the hospital, A hospital server 20 for inputting and storing patient information including a patient's name and a name of a medical staff in charge of the patient from a satisfaction investigator in a hospital, and inputting the patient information and hospital information from the hospital server 20 A questionnaire institution server 30 for receiving information on questionnaire items and questionnaire answers, and a patient terminal 40 for use by patients using hospitals performing patient experience evaluations.

The hospital server 20 is a server used in a hospital to perform a hospital patient experience evaluation. An individual PC for a server or a collection of individual PCs for a server provided in a hospital can be a hospital server 20, If the server can be operated through a tablet PC or a smart phone, the server 20 can be a hospital server. The hospital personnel working at the hospital can access the application or the Internet web page through which the system 10 of the present invention is implemented through the hospital server 20 and use it.

The surveying institution server 30 serves as a server in which the patient experience evaluation system 10 for a hospital performed by the patient using the hospital is implemented. The questionnaire institution server 30 receives patient information and hospital information from the hospital server 20, and generates a questionnaire item list for patient experience evaluation through the hospital information. It is also possible to analyze the satisfaction score, which is the result of the patient experience evaluation, and to prepare the report (12) on the satisfaction score analysis. Through this, the hospital can conveniently grasp the patient's satisfaction with the hospital through the questionnaire server 30, and the patient can easily feedback on the service of the hospital.

In addition, the surveillance institution server 30 plays a role of managing the internet web page or application prepared for the hospital patient experience evaluation in the patient terminal 40 used by the patient using the hospital server 20 and the hospital. The hospital application (or internet web page) and the patient application (or internet web page) may be two applications (or internet web pages) of the same or different configurations.

The patient terminal 40 is a terminal such as a desktop PC, a smart phone, or a tablet PC used by a patient who uses a hospital, and does not limit the type of the terminal if the terminal can access an application or an Internet web page. The patient can use the system 10 of the present invention using the patient terminal 40 and perform patient experience evaluation. That is, the patient terminal 40 is implemented with an Internet web page, an application, and the like, and an environment is provided so that the patient can access the patient terminal to evaluate the patient experience.

2 is a block diagram showing a configuration of the system 10 according to the present invention.

2, the patient experience evaluation service providing system 10 according to the present invention includes a membership subscription module 100, a condition setting module 200, a question making module 300, a questionnaire management module 400 ), A result analysis module 500, and a report generation module 600.

The membership subscription module 100 functions to receive hospital information from the hospital server 20 and may include a membership information input unit 110 and a subscription verification unit 120. [

The member information input unit 110 receives hospital information and patient information stored in the hospital server 20 provided in the hospital and member information including names and contacts of a person in charge of evaluating patient experiences in the hospital, In this case, the hospital information may include the name of the hospital, the number of beds, the name and number of the department in the hospital, the name and the number of the staff in the hospital, and the patient information may include the name and number of the patient using the hospital. The member information may include an ID and a password of a person in charge, a name and an email address of a person in charge, and a cell phone number, which are required to be entered when a member registers.

The subscription verifying unit 120 may confirm the accuracy of the hospital information input to the information input unit and finally approve the subscription to the member by confirming whether the person in charge is actually working in the hospital. For example, after the contact person joins the questionnaire home page, it is determined whether the member information inputted by the membership verification unit 120 is correct, whether the contact person is actually working in the hospital, the hospital information inputted by the contact person And the correct information such as whether it is correct or not can be sent by letter or mail. The affiliate verification unit 120 may approve membership of the person in charge after confirming that the member information and the hospital information inputted by the person in charge are accurate and are actually working in the hospital.

The condition setting module 200 extracts a hospital use patient as a questionnaire to perform a patient experience evaluation, and generates form information including a questionnaire title of the patient experience evaluation prior to performing the patient experience evaluation in earnest. (11) containing the questionnaire items of the patient experience evaluation according to the information. For this, a patient information input unit 210, a questionnaire number setting unit 220, a questionnaire subject extracting unit 230, a target response recognizer 240, a form information generating unit 250, and a questionnaire generating unit 260 .

The patient information input unit 210 receives the patient information from the hospital server 20 and provides a function for selecting a patient group necessary for analyzing the patient satisfaction of the patient through the patient experience evaluation. Since the patient experience evaluation is aimed at evaluating the satisfaction of the hospital using the hospital with respect to the medical service, the group performing the patient experience evaluation is the patient group to which the patients using the hospital belong. Therefore, patient group information can be stored for classifying patients according to the type of patient, age of the patient, medical department used by the patient, medical staff in charge of the patient, and information on each type of patient and the number of patients.

The number-of-surgeons setting unit 220 sets the number of persons to be surveyed to perform the patient experience evaluation. The number of persons to be surveyed may be arbitrarily determined by the number-of-surgeons setting unit 220 or the number of persons to be surveyed may be determined To the number-of-people-to-be-set-number setting unit 220. For example, when the hospital intends to conduct a patient experience evaluation on 500 patients, when the person in charge inputs the number of persons to be surveyed in the questionnaire server 30, the number of people to be set in the number-of- The number of people is entered as 500 persons. There are no restrictions on how to set the number of people to be surveyed.

The questionnaire subject extracting unit 230 extracts a questionnaire subject to perform the patient experience evaluation from the patient group according to the number of the questionnaire subjects set by the questionnaire number setting unit 220. [ The questionnaire subject extracting unit 230 can extract a questionnaire subject from the patient group through a method such as random extraction or systematic extraction. For example, among the above types, the age group is classified into ages 20, 30, 40, 50, and 60, and the age group is subdivided into patients Can be grouped again. At this time, patients who are clustered by each age group can be arbitrarily extracted and designated as a questionnaire subject. It should be noted that the method for extracting the questionnaires is not limited thereto.

The target response establishing unit 240 sets a target response number indicating a minimum target value for the number of respondents who are the subjects of the questionnaire responding to the patient experience evaluation. If the target response number is achieved as a result of the patient experience evaluation, And a reliable patient experience evaluation result can be obtained. In the case of the evaluation of the patient experience in the hospital, the response rate of the questionnaire is low and the result of the questionnaire can not be obtained because the sample is not enough to judge the satisfaction of the hospital. Therefore, in order to increase the reliability of the survey results, the desired number of goal responses is set in the hospital. In addition to this, if the target response number is not met during the patient experience evaluation period, the function to prevent the patient experience evaluation from being terminated can be added. It is possible to additionally provide a function such as sending a guide letter or a guide mail requesting a response of the patient experience evaluation to a non-respondent who is not a respondent to the patient experience evaluation.

The form information generation unit 250 generates the form information including the title of the patient experience evaluation for the patient experience evaluation to be performed in the hospital before proceeding to the patient experience evaluation in earnest, You can add the ability to create a template. In addition, templates can be displayed in the form of a table or a report (12), and the format of the template is not limited. For example, the template may include a title of a patient experience evaluation, a start time and an ending point of the patient experience evaluation period, and a questionnaire prompt entered in a questionnaire guidance text message sent to the patients who become a questionnaire subject. Therefore, the hospital can obtain the information about the patient experience evaluation to be performed at a glance through the template containing the information according to the above items.

3 is a conceptual diagram showing an embodiment of the questionnaire 11 generated in the present invention.

Referring to FIG. 3 together with FIG. 2, the questionnaire generating unit 260 generates a questionnaire 11 including a plurality of the questionnaire items. Here, the questionnaire items may include multiple-choice questions and short-answer questions There is no limit to the format of the question item and the format of the answer. For a more specific patient experience evaluation result, the multiple choice item may be created for each area such as a medical service, a hospital environment, and the like. For example, multiple-choice questions can be divided into nurses' medical services, physician's services, medication and treatment processes, hospital settings, patient rights assurance, and overall assessment. The questions can be answered with questions about the hospital's good points and improvements.

More specifically, questions on the nurse's medical services section in multiple-choice questions were answered as "Did the nurse treat you with respect and courtesy," and "Did the nurse listen carefully to your story?" And the question of the doctor's service section is "Did you or your caregiver have a chance to meet and talk with your doctor?" Or "Did you get information about your doctor's roundtrip time or roundtrip time change? ', And so on. It is also possible to generate multiple-choice items such as the medication and treatment area and the hospital environment area, as shown in the above example. In the case of a question-and-answer question, the question to ask the overall opinion of the hospital is as follows: "Would you like to tell me about your overall feelings (goodness, improvement, etc.) You can create an item so that The above items are only one example, and it is needless to say that there is no limit to the multiple-choice items and the contents of the questions. In addition, you can also set the answer format for multiple choice questions. For example, the answer type of a multiple choice question ① was not at all ② was not ③ was ④ can be set as always.

The questionnaire performing module 300 provides the questionnaire 11 generated by the questionnaire generating unit 260 to the questionnaire user and receives the questionnaire answer from the questionnaire user. Further, the user can be provided with the function of assigning the questionnaire subject who entered the questionnaire answer as the respondent, and designating the questionnaire subject who has not responded to the patient experience evaluation as the nonresponder. In one embodiment of the method for providing the questionnaire 11, a text message or an e-mail including a guidance message indicating that the subject is a subject of the patient experience evaluation and a URL capable of moving to a screen on which the questionnaire 11 is displayed, To the patient terminal 40 of the patient. The questionnaire 11 may be displayed on a web page or the like so that the questionee can directly visit the web page to view the questionnaire 11 or directly output the questionnaire 11 to the questionnaire to be mailed . However, in the present invention, it is preferable that the questionnaire 11 is provided through an Internet web page or an application for the convenience of the questionnaire responding to the patient experience evaluation. Of course, there is no limit to how to provide the questionnaire (11) to the questionnaire.

The questionnaire management module 400 includes a questionnaire number, a questionnaire title, a questionnaire start date and an end date, a number of respondents and a number of non-responders, a response rate, a target response rate, And generates and manages survey progress history from the first time point to the observation point by using the patient experience evaluation conducted through the questionnaire institution server 30 in detail. For this, the response rate calculation unit 410, the achievement rate calculation unit 420, and the progress notification unit 430 may be included.

The response rate calculation unit 410 calculates a response rate in which the number of respondents is compared with the number of subjects to be surveyed. The response rate calculation unit 410 is a numerical value showing how many respondents responded to the patient experience evaluation as a result of the patient experience evaluation. For example, if the number of questionnaires set by the number-of-participants setting unit 220 is 500 and the number of respondents who responded to the patient experience evaluation is 300, then the response rate is 300/500 = 0.6. Here, the form indicating the response rate can be calculated as 60%, which is a percentage rather than a decimal number.

The achievement rate calculation unit 420 calculates the target response rate achieved by comparing the number of respondents with the target number of responses, and can know whether the lowest target value that can achieve the satisfaction of the hospital with high reliability has been achieved. Results can be obtained. For example, assuming that the target number of responses is 300 and the number of respondents is 200, the target response number achievement rate is 200/300 = 0.67. That is, since the number of respondents is smaller than the target response number, it can be concluded that more questionnaires must respond to the patient experience evaluation in order to obtain a patient experience evaluation result of sufficiently high reliability. It goes without saying that the form indicating the target response rate achievement rate may not be limited.

The progress notification unit 430 provides the hospital server 20 with progress information for conveniently grasping the progress information and managing the patient experience evaluation. Specifically, after generating progress information of the patient experience evaluation including the questionnaire number, the questionnaire title, the survey start date and end date, the number of respondents and the number of nonrespondents, the response rate, the target response rate, the survey result, Information can be provided to the hospital server 20 in the form of a brief table or a report 12 or the like. For example, if a question title is clicked on the progress information, a template for displaying the form information of the patient experience evaluation generated through the form information generation unit 250 may be output.

The result analysis module 500 compares the satisfaction score, which is a result of numerical calculation of the questionnaire answer after completing the patient experience evaluation in the hospital. For this, the result analysis module 510, the satisfaction score calculator 520, a re-visit prediction index calculating unit 530, an integrated result analyzing unit 540, and a result comparison / analysis unit 550.

The result analysis unit 510 for each question analyzes the questionnaire results by analyzing the questionnaire items and then calculates the satisfaction score by quantifying the answers. The analysis result unit 511 includes a multiple-choice result analysis part 511 for calculating the satisfaction score of the multiple choice questions, And a supporting result analysis part 512. [

The multiple-choice result analysis part 511 calculates and analyzes the multiple-choice satisfaction score, which is a score obtained by separately extracting a multiple-choice answer, which is a questionnaire answer of a multiple choice question, in the questionnaire performance module 300. First, I will explain how to calculate the multiple choice satisfaction score in the multiple choice result analysis part (511). For example, if there are 4 answer types for multiple-choice questions, the method of assigning a score to each answer is simply to divide the score of 100 out of the four scores (0, 33, 67, 100 points) There may be a way to calculate the average of the answers to the questions in the question. If the answers to the multiple choice questions are ① not at all ② not at all ③ if yes ④ if it is always the same, ① at number 0, at number 33, at number ③ 67, and at number ④ 100 . When the questionnaire responds to ① ② ③ ④ ③, the multiple choice satisfaction score is (0 + 33 + 67 + 100 + 67) /5=53.4. It is a matter of course that the satisfaction score of the multiple choice answer can be calculated differently from the above example.

In the same way as the multiple-choice score analysis part, the questionnaire score analysis part analyzes the questionnaire satisfaction score, which is a satisfaction score that numerically expresses the questionnaire answer of the questionnaire of the questionnaire. At this time, the answer is letter, so you need a way to quantify your answer. For example, after giving a score of 100 out of the answer to the answer, you can set the scoring scale of your answer to 0-100 in units of 10 points. If the questionnaire manager of the hospital thinks that the content of the hospital is satisfactory and unsatisfactory, the score of the satisfaction score can be calculated by subtracting 10 points out of 100 points when unsatisfactory contents appear .

As a concrete example, the subject of the questionnaire answers the question "Doctors and nurses are kind, but the facilities seem to be relatively inferior to other hospitals. I would like the toilet to be improved. " The answer to this question can be seen as a positive statement about the hospitals that "doctors and nurses are kind," and a negative statement that "the facilities are outdated compared to other hospitals." In other words, one satisfactory content and one unsatisfactory content are listed for the hospital, so the satisfaction score for the above answer is 100 + (- 10) = 90 points. Of course, it is possible to calculate the satisfactory satisfaction score by a method different from the above example.

The satisfaction value calculation unit 520 calculates a satisfaction value for obtaining a re-visit prediction index indicating a probability that the patient will visit the hospital again. The satisfaction value is a value that exceeds the standard of satisfaction score This is the number of respondents who answered positively. In addition, when calculating the satisfaction value, the satisfactory numerical value for the respondent who responded to the patient experience evaluation can be obtained in consideration of the imaginary adjustment value for detecting the false answerer who is the false respondent. Therefore, in order to calculate the satisfaction value, the satisfaction value calculation unit 520 may include an affirmative answer grasp part 521, a false answer grasp part 522, an imaginary analysis part 523, and a numerical value calculation part 524 .

The affirmative answer grasp part 521 receives the satisfaction score criteria from the hospital server 20 and then grasps the number of affirmative responders who are the respondents who exceed the satisfaction score criteria. , Which is the criterion for calculating the re-visit predictive index, which indicates the probability that the patient will return to the hospital. There is no limitation on the method of selecting the satisfaction score criterion. For example, when a hospital has a satisfaction score of 150, and one of the respondents has a satisfaction score of 180, the respondent is the affirmative responder who exceeds the satisfaction score criteria.

The fraudulent answer grasp part 522 sets a false response criterion that is a criterion for falsely responding to the patient experience evaluation, and then grasps the number of false responders who are respondents who meet the false response criterion. Needless to say, there is no limitation to the method for setting the false response criterion. An example of how to set up a false response criterion is that the respondent only responds to multiple-choice questions with a single number (for example, if all multiple-choice questions are taken only at ③) (For example, when the multiple choice answer is repeated in the patterns of ① ② ③ ④), or when the answer is not related to the answer item. Therefore, it is possible to obtain the number of false responders based on the false response standard and the false response standard. In other words, the number of respondents who made a false answer, like the false response standard, is the number of false responders.

The imaginary analysis part 523 is for calculating the imaginary adjustment value required to calculate the satisfaction value, and is a value for adjusting the number of false answers among the questionnaires. Therefore, the imaginary adjustment value is a value calculated by comparing the number of false answers with respect to the total number of respondents, and the imaginary adjustment value is preferably obtained by the following equation (1).

Equation 1,

는 허수조정치,

는 허위답변자의 수,

는 총 응답자의 수를 의미한다.here,

In addition,

The number of false responders,

Means the total number of respondents.

는

이다.For example, if there are 380 respondents among 500 respondents, and the number of false responders is 150,

The

to be.

The numerical value calculation part 524 calculates the satisfaction value using the imaginary adjustment value, and the method of calculating the satisfaction value using the imaginary adjustment value is calculated using the following equation (2).

Equation (2)

는 만족수치,

은 만족도점수기준을 넘은 응답자인 긍정답변자의 수를 의미하고,

는 허수조정치, 그리고

는 총 응답자의 수이다. 이때 만족도점수기준은 환자경험평가를 시행한 병원에서 정하는 것으로서, 환자가 병원에 재방문할 확률인 재방문예측지수를 산출하기 위해 설정된 기준 만족도점수이다. 즉, 상기 만족도점수기준을 충족할 경우 환자가 병원에 다시 방문할 것이라고 예측하는 것이다. 예를 들어 병원에서 지정한 만족도점수기준이 150점이고 응답자 중 어느 한 명의 만족도 점수가 180점일 때, 이 응답자는 긍정답변자가 되는 것이다.here,

Is the satisfaction value,

Means the number of affirmative respondents who exceeded the satisfaction score criteria,

The imaginary adjustment, and

Is the total number of respondents. At this time, the satisfaction score criteria is defined by the hospital where the patient experience evaluation was conducted, and is the standard satisfaction score set to calculate the revision prediction index, which is the probability that the patient will return to the hospital. That is, if the satisfaction score criteria are met, the patient is expected to visit the hospital again. For example, if the hospital-specified satisfaction score is 150 and the satisfaction score of any one of the respondents is 180, then the respondent is the affirmative answer.

에 대한 실시예를 들어보겠다. 긍정답변자의 수

, 허수조정치

, 총 응답자의 수

이라 하면, 만족수치

는

이다. 즉 상기 수학식 2를 통해 산출한 만족수치

는 진실하게 환자경험평가에 응한 응답자가 병원에 대해 얼마만큼 만족하는지 보여주는 수치라고 할 수 있다. 즉 상기 만족수치에 허수조정치를 고려함으로 인해 병원에 대해 진실하게 만족하는 환자만을 고려하여 후술할 재방문예측지수의 신뢰도를 더욱 높일 수 있다.The satisfaction value

Let's look at an embodiment of. Number of affirmative answerers

, Imaginary adjustment

, The total number of respondents

, The satisfaction level

The

to be. That is, the satisfaction value calculated through the equation (2)

Is a figure that shows how satisfied the respondents who responded to the patient experience evaluation were to the hospital. That is, by considering the imaginary adjustment value in the satisfaction value, only the patient who is truly satisfied with the hospital can be considered, and the reliability of the re-visit predictive index to be described later can be further increased.

The re-visit predictive exponent calculation unit 530 is based on the questionnaire answer and the satisfaction value, and calculates a re-visit predictive index indicating a probability that a respondent responding to the patient experience evaluation will return to the hospital again. In general, it is assumed that the respondent who responded to the patient experience evaluation is returning to the hospital. Therefore, the average satisfaction score of each question item is calculated based on the satisfaction index considering the satisfaction score. In order to obtain the re-visit predictive index, it is preferable to use the following formula (3), considering the objective satisfaction score, the satisfaction score and the satisfaction score as variables.

Equation 3,

는 재방문예측지수,

는 객관식 만족도점수,

는 주관식 만족도점수,

은 긍정답변자의 수,

는 만족수치이고,

은 객관식 문항의 총 개수,

은 주관식 문항의 총 개수이며

와

는 각각 객관식 문항과 주관식 문항의 번호이다. 즉

는 모든 객관식 문항의 답안 점수의 총 합을 의미하며,

는 모든 주관식 문항의 답안에서 산출한 점수의 총 합을 의미한다.here,

Return predicted index,

The multiple satisfaction score,

The results of this study,

The number of affirmative answerers,

Is a satisfactory value,

The total number of multiple-choice questions,

Is the total number of questions

Wow

Are the number of multiple-choice questions and the number of questions for each question. In other words

Means the total sum of the answer scores of all multiple-choice questions,

Means the total sum of the scores calculated from the answers of all the open questions.

이고

이며 위의 예시에서 구한 긍정답변자의 수

과 만족수치

를 이용하면, 재방문예측지수

는

이다. 좀 더 구체적으로 설명하자면, 상기 설문 대상자 모두가 응답자라고 가정하고 모든 응답자가 모든 설문문항에 대해 만족도점수를 최고점으로 주었다면, 상기 수학식 3을 통해 재방문예측지수

는 긍정답변자의 수의 절반에 해당하는 수치라는 것을 알 수 있다. 즉, 모든 응답자가 객관식 만족도점수와 주관식 만족도점수의 최대치가 나오도록 응답한 경우, 긍정답변자의 수의 절반에 해당하는 응답자가 병원에 다시 방문한다는 것이다. 따라서 위의 예시에서 산출한 재방문예측지수

는 긍정답변자 300명 중 병원에 재방문할 응답자의 수는 78명이라는 의미이다.E.g,

ego

And the number of affirmative answers obtained from the above example

And satisfaction values

, The return visit prediction index

The

to be. More specifically, if all of the subjects to be surveyed are assumed to be respondents, and all the respondents have given the highest satisfaction score to all the question items, the formula (3)

Is a figure that is half of the number of affirmative respondents. In other words, if all respondents answered that they had the maximum number of multiple choice and satisfaction scores, then half of the respondents would return to the hospital. Therefore, the return predicted index

Of the 300 respondents answered that the number of respondents to the hospital is 78.

를 산출해보겠다.Using the formula described in Korean Patent No. 10-1785106 (entitled " Customer Loyalty Score System for Multiple Store Management "),

.

는 긍정답변자의 수,

는 만족도점수기준을 넘지 않는 응답자인 부정답변자의 수,

는 총 응답자의 수를 의미한다. 상기 수학식은 허위로 답변한 경우를 고려하지 않은 것으로 상기 수학식을 통해 재방문예측지수를 산출하면 신뢰도가 낮은 결과를 얻을 수 있다.here

The number of affirmative answerers,

The number of negative respondents who do not exceed the satisfaction score criteria,

Means the total number of respondents. The above equation does not take into consideration the case where a false answer is taken into consideration. If the re-visit predictive index is calculated through the above equation, a low reliability result can be obtained.

일 경우, 상기 수학식을 통해 재방문예측지수

를 구하면,

이다. 상기 수학식 3을 통해 산출한 재방문예측지수

와 비교하여 오차율을 계산하면,

로, 허위답변자를 고려하지 않으면 재방문예측지수를 산출하는데 상대적으로 큰 오차율이 발생하므로 상기 수학식은 재방문예측지수를 산출하는 방법으로는 바람직하다고 볼 수 없다.E.g,

, The above formula is used to calculate the return predicted index

Is obtained,

to be. The return visit predictive index calculated through Equation (3)

And the error rate is calculated,

, And if a false answerer is not considered, a relatively large error rate is generated in calculating the re-visit predictive index, so that the above equation is not preferable as a method of calculating the re-visit predictive index.

Therefore, the re-visit predictive index takes into consideration the multiple-choice satisfaction score and the subjective satisfaction score, as well as the number of respondents who responded to the patient experience evaluation in a sincere manner, . Also, it is possible to determine how many patients will come back to the hospital through the revisit prediction index, and to estimate the hospital expenses to be borne by the returning patients, thereby calculating the profitability of the hospital.

The integrated result analysis unit 540 basically calculates and analyzes the integrated satisfaction score based on the objective satisfaction score and the subjective satisfaction score of the result analysis unit 510 for each question. When the integrated satisfaction score is calculated, The satisfaction score of the provisional service, and the re-visit predictive index to calculate the integrated satisfaction score. For example, one example is that the sum of the satisfaction score of the multiple choice answer and the satisfaction score of the support answer is derived as the integrated satisfaction score of the hospital. Specifically, when the patient experience evaluation was conducted in the hospital, if the satisfaction score of the multiple choice answer was 85 and the satisfaction score of the answer was 80, then the integrated satisfaction score was 85 + 80 = 165. The above example is one of the various methods of obtaining the integrated satisfaction score, and there is no limit to the method of obtaining the integrated satisfaction score.

The result comparison and analysis unit 550 receives the integrated satisfaction score from the integrated result analysis unit or receives the satisfaction score of the multiple-choice item and the satisfaction score of the multiple-choice item from the item-based result analysis unit 510, And the satisfaction score by the type, the type, the type, the type, and so on. In addition, if there are other hospitals that have conducted the patient experience evaluation composed of the same questionnaire items, it is of course possible to compare the integrated satisfaction score between the hospitals and the items and the satisfaction scores according to the types.

For example, let's say that the four questionnaires of the nurses' medical services section ask about patient courtesy, listening to the patient, explaining the hospital life to the patient, and handling the patient's needs. And let's say that the average of the satisfaction score of the respondents who answered these question items is 90, 90, 70, 50 respectively. Based on this satisfaction score, the nurses in the hospital generally have excellent medical services, but the ability to explain the hospital life to the patient and handle the patient's needs is less than the ability to be patient and patient to listen to the patient . Also, by comparing the score of satisfaction of each part of questionnaire, it is possible to understand what part of service should be improved. For example, if the satisfaction score of the nurse's medical service part is 85, the satisfaction score of the doctor's medical service part is 90, and the satisfaction score of the hospital environment part is 60, It can be grasped that the satisfaction is low.

4 is a conceptual diagram showing an embodiment of a report 12 created by the system 10 of the present invention.

Referring to FIG. 4 together with FIG. 2, a report generation module 600 generates a report 12 including a result of the patient experience evaluation, such as a satisfaction score and an integrated satisfaction score, which are calculated by the result analysis module 500 And provides the report 12 to the hospital. The report 12 can be prepared in the form of a table, a graph, a text, and the like. For example, a report (12) that includes a graph comparing the average satisfaction score of the questionnaire results by each item, the item part, the medical department, and the medical staff, and a graph that can easily grasp the satisfaction tendency Can be created. In addition, various layouts of the report 12 can be provided to provide a function for the hospital to select the layout of the desired report 12. Through the report (12), the hospital can grasp the satisfaction level of the hospital at a glance, compare with the satisfaction of other hospitals, and provide a function to make effort to improve the medical service.

As described above, the hospital patient experience evaluation service providing system 10 according to the present invention has been described in the above description and drawings, but the present invention is not limited to the above description and drawings, It will be understood by those skilled in the art that various changes and modifications may be made without departing from the spirit of the invention.

10: System 11: Questionnaire
12: Report 20: Hospital server
30: Questionnaire server 40: Patient terminal
100: Member subscription module 110: Member information input section
120: Subscription Verification Unit 200: Condition Setting Module
210: Patient information input unit 220:
230: questionnaire subject extracting unit 240:
250: Form information generating unit 260: Questionnaire generating unit
300: Questionnaire execution module 400: Questionnaire management module
410: response rate calculation unit 420: achievement rate calculation unit
430: progress notification module 500: result analysis module
510: Results Analysis by Item 511: Multiple Choice Analysis Part
512: Supporting result analysis part 520: satisfaction value calculation part
521: Positive answer grasp part `522: False answer grasp part
523: Imaginary analysis part 524: Numerical calculation part
530: Return predictive exponent calculation unit 540: Integrated result analysis unit
550: Result comparison and analysis section 600: Report generation module

Claims (11)

A hospital patient experience evaluation service providing system,
A membership subscription module for receiving hospital information including a hospital name from a hospital server;
A condition setting module including a questionnaire subject extracting unit for extracting a questionnaire subject of the patient experience evaluation from the patient group using the hospital and a questionnaire generating unit for generating a questionnaire including a plurality of questionnaire items;
A questionnaire execution module for providing the questionnaire to the questionnaire subject and receiving a questionnaire answer, and designating the questionnaire subject inputted the questionnaire answer as a respondent;
A result analyzing module including an item-by-item result analyzing unit for analyzing the questionnaire answer and calculating a numerical satisfaction score;
And generating a report based on the satisfaction score and providing the report to the hospital server,
The result analysis unit for each item,
A multiple-choice result analysis part for calculating a multiple-choice satisfaction score obtained by quantifying the satisfaction score of the multiple-choice questions included in the questionnaire answer, and a provisional expression result for calculating a satisfactory satisfaction score obtained by quantifying the satisfaction score of the question- Including analytical parts,
Wherein the result analyzing module includes an integrated result analyzing unit for calculating an integrated satisfaction score based on the multiple choice satisfaction score and the subjective satisfaction score,
Wherein the report generation module generates a report based on the integrated satisfaction score,
Wherein the result analysis module includes a re-visit predictive exponent calculation unit for calculating a re-visit predictive exponent, which is a re-visit rate of the respondent, based on the multiple choice satisfaction score and the subjective satisfaction score,
The integrated result analyzing unit may calculate an integrated satisfaction score based on the multiple choice satisfaction score, the satisfaction score of the provisioning type,
The result analysis module calculates a satisfaction value based on the number of affirmative respondents who meet the predetermined satisfaction score standard with respect to the total number of the respondents based on the satisfaction score calculated for the respondent against the total number of respondents And a satisfaction value calculation unit,
Wherein the re-visit predictive exponent calculating unit calculates the re-visit predictive exponent based on the multiple choice satisfaction score, the satisfactory satisfaction score, and the satisfaction value,
The satisfactory-
An affirmative answer grasp part for grasping the affirmative answerer and calculating the number of affirmative answerers; and a responding part for grasping the responder satisfying a predetermined false response criterion as a false answerer based on a questionnaire answer inputted from the responder, An imaginary analysis part for calculating an imaginary adjustment value based on the number of false answers and the number of false responders satisfying the false response criterion and an imaginary analysis part for calculating the number of affirmative answers and the total number of respondents And a numerical calculation part for calculating the satisfaction value based on the number and the imaginary adjustment value,
The imaginary analysis part includes:
Wherein the imaginary adjustment value is calculated through the following equation (1).
Equation 1,

(here,

The imaginary adjustment value,

The number of false responders,

Means the total number of respondents. The method according to claim 1,
The condition setting module includes:
Further comprising a target response number setting section for setting a target response number that is a minimum target value for the number of respondents. 3. The method of claim 2,
The system comprises:
A response rate calculating unit for calculating a questionnaire response rate based on the number of questionees and the number of respondents;
An achievement rate calculation unit for calculating a target response rate achievement rate based on the number of respondents and the target response number;
And a progress notification unit configured to generate progress information including the survey response rate and the target response rate and transmit the progress information to the hospital server. delete delete delete delete delete The method according to claim 1,
The numerical calculation part
Wherein the satisfaction value is calculated through the following equation (2).
Equation (2)

(here,

Is the above satisfaction value,

The number of affirmative answerers,

The imaginary adjustment value,

Means the total number of respondents. The method according to claim 1,
Wherein the re-
Wherein the re-visit prediction index is calculated through the following equation (3).
Equation 3,

(here,

Is the return visit predictive index,

The satisfaction score,

The satisfaction degree score,

The number of affirmative answerers,

Is the above satisfaction value,

The total number of the multiple-choice items,

Is the total number of questions

Wow

Means the number of the multiple-choice item and the multiple-choice item.) The method according to claim 1,
The numerical calculation part
The satisfaction value is calculated by the following equation (4)
Wherein the re-
Wherein the re-visit prediction index is calculated through the following equation (5).
Equation 4,

(here,

Is the above satisfaction value,

The number of affirmative answerers,

Is an imaginary adjustment value calculated through Equation (1)

Means the total number of respondents.
Equation 5,

(here,

Is the return visit predictive index,

The satisfaction score,

The satisfaction degree score,

The number of affirmative answerers,

Is the above satisfactory value,

The total number of the multiple-choice items,

Is the total number of questions

Wow

Means the number of the multiple-choice item and the multiple-choice item.)

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