Department of Medical Device Management and Research, SAIHST, Sungkyunkwan University, Seoul, South Korea.
Department of Rehabilitation Medicine, Seoul National University Hospital, Seoul, South Korea.
PLoS One. 2021 May 4;16(5):e0250546. doi: 10.1371/journal.pone.0250546. eCollection 2021.
Recent changes in the medical paradigm highlight the importance of patient-centered communication. However, because of the lack of awareness of dental clinics and competency of medical personnel, the quality of medical services in terms of the communication between doctors and patients has not improved. This study analyzed the impact of health communication and medical service quality, service value, and patient satisfaction on the intention to revisit dental clinics. The study participants were outpatients treated at 10 dental clinics in Seoul. The research data were collected using a questionnaire during visits to these dental clinics from December 1 to December 30, 2016. A total of 600 questionnaires were distributed (60 copies to each clinics) and 570 valid questionnaires were used for the analysis. The influence of the factors was determined using structural equation modeling. The factors influencing service value were reliability (β = 0.364, p < 0.001), expertise (β = 0.319, p < 0.001), communication by doctors (β = 0.224, p < 0.001), and tangibility (β = 0.136, p < 0.05). In addition, the factors influencing patient satisfaction were reliability (β = 0.258, p < 0.001), tangibility (β = 0.192, p < 0.001), communication by doctors (β = 0.163, p < 0.001), and expertise (β = 0.122, p < 0.01). Further, service value (β = 0.438, p < 0.001) raised patient satisfaction, which was found to influence the intention to revisit dental clinics (β = 0.383, p < 0.001). Providing accurate medical services to inpatients based on smooth communication between doctors and patients improves patient satisfaction. In addition, doctors can build long-term relations with patients by increasing patients' intention to revisit through patient-oriented communication.
最近医学模式的变化强调了以患者为中心的沟通的重要性。然而，由于牙科诊所缺乏意识和医务人员的能力不足，医患沟通方面的医疗服务质量并没有提高。本研究分析了健康沟通以及医疗服务质量、服务价值和患者满意度对复诊牙科诊所意愿的影响。研究对象为在首尔的 10 家牙科诊所接受治疗的门诊患者。研究数据是在 2016 年 12 月 1 日至 12 月 30 日期间在这些牙科诊所就诊时通过问卷调查收集的。共发放 600 份问卷（每家诊所 60 份），使用 570 份有效问卷进行分析。使用结构方程模型确定了各因素的影响。影响服务价值的因素包括可靠性（β=0.364，p＜0.001）、专业性（β=0.319，p＜0.001）、医生沟通（β=0.224，p＜0.001）和有形性（β=0.136，p＜0.05）。此外，影响患者满意度的因素包括可靠性（β=0.258，p＜0.001）、有形性（β=0.192，p＜0.001）、医生沟通（β=0.163，p＜0.001）和专业性（β=0.122，p＜0.01）。进一步，服务价值（β=0.438，p＜0.001）提高了患者满意度，进而影响了复诊牙科诊所的意愿（β=0.383，p＜0.001）。基于医生和患者之间的顺畅沟通为住院患者提供准确的医疗服务可以提高患者满意度。此外，医生可以通过以患者为导向的沟通增加患者复诊的意愿，与患者建立长期关系。
