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Erschienen in:
A New Service Class Scheme for Service Innovation in Japanese Automation Industry Kapitel lesen Erstes Kapitel lesen

2017 | OriginalPaper | Buchkapitel

The Effects of Waiting Time, Length of Stay, and Hospital Remodeling on the Structure of Patient Satisfaction

verfasst von : Masumi Okuda, Akira Yasuda, Shusaku Tsumoto

Erschienen in: Serviceology for Smart Service System

Verlag: Springer Japan

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Abstract

Patient surveys at a Japan hospital were analyzed using distance to explore changes in similarities among care services, by waiting time, length of stay, and hospital remodeling. In an outpatient survey, the overall rating moved from a general interpersonal skill cluster to a personalized care cluster as waiting time became longer. In an inpatient survey, the three clusters of environment, interpersonal skills, and technical skills were consolidated into environment and the other one as length of stay became longer. After hospital remodeling, overall rating moved to a different cluster. Analysis using distance has the potential to explore the hidden structure of patient satisfaction.

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Metadaten
Titel
The Effects of Waiting Time, Length of Stay, and Hospital Remodeling on the Structure of Patient Satisfaction
verfasst von
Masumi Okuda
Akira Yasuda
Shusaku Tsumoto
Copyright-Jahr
2017
Verlag
Springer Japan
Buch
Serviceology for Smart Service System

Print ISBN: 978-4-431-56072-2

Electronic ISBN: 978-4-431-56074-6

Copyright-Jahr: 2017

DOI
https://doi.org/10.1007/978-4-431-56074-6_32

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