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JKFN Journal of the Korean Society of Food Science and Nutrition



Online ISSN 2288-5978

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Journal of the Korean Society of Food Science and Nutrition 2017; 46(2): 251-258

Published online February 28, 2017

Copyright © The Korean Society of Food Science and Nutrition.

Patient Satisfaction and Perception on Nutritional Counseling Services Quality

Ki Bo Choi1, Song Mi Lee2, Seung Min Lee3, Eun Lee4, Mi Sun Park5, Yoo Kyoung Park6, Jin A Cha7, and Eun Soon Lyu1

1Department of Food Science and Nutrition, Pukyong National University; 2Department of Nutrition and Dietetics, Severance Hospital; 3Department of Food & Nutrition, Sungshin Women’s University; 4Department of Health Care Center, Konkuk University Medi

Abstract

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<0.001), responsiveness, and skill and specialty (P<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<0.001), and tangibles (P<0.05). In responsiveness, significantly higher (P<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).

Keywords: nutritional counseling, patient satisfaction, perception, service quality

Article

Article

Journal of the Korean Society of Food Science and Nutrition 2017; 46(2): 251-258

Published online February 28, 2017

Copyright © The Korean Society of Food Science and Nutrition.

영양 상담서비스 품질에 대한 환자의 만족도와 인식조사

Patient Satisfaction and Perception on Nutritional Counseling Services Quality

Ki Bo Choi*1, Song Mi Lee*2, Seung Min Lee*3, Eun Lee*4, Mi Sun Park*5, Yoo Kyoung Park*6, Jin A Cha*7, and Eun Soon Lyu*1

*1Department of Food Science and Nutrition, Pukyong National University; *2Department of Nutrition and Dietetics, Severance Hospital; *3Department of Food & Nutrition, Sungshin Women’s University; *4Department of Health Care Center, Konkuk University Medi

Abstract

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<0.001), responsiveness, and skill and specialty (P<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<0.001), and tangibles (P<0.05). In responsiveness, significantly higher (P<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).

Keywords: nutritional counseling, patient satisfaction, perception, service quality