응급서비스개선 우선순위결정 연구:H대학병원을 대상으로 한 Johari window와 IPA의 적용

This case study applied Johari window and IPA to priority setting of emergency medical service improvement, in order to increase efficiency of the use of limited resources of the hospital. The purposes of this study are threefold. The first one is to analyze the differences of the provider and clients on selection factors of emergency medical services by using Johari window. The second one is to conduct an importance-performance analysis of inpatients on emergency medical services, by using IPA. The final one is to suggest a methodology of prior setting of emergency medical service improvement through mutual supplementation of Johari window and IPA. The results of the above two analyses are as follows. First of all, the analysis by Johari window showed 16 items of unconditional domain: medical doctor's ability and reliability of their practice, the relevant doctor's detailed explanation of treatment, nurse's kindness, gathering the opinions of a patient during the treatment, newest medical equipments and apparatus, short waiting time for checkup and treatment, convenience of treatment on weekends and holidays, approach to information of medical services, etc. Then, the analysis by IPA gave 4 items of intensive improvement domain: joint treatment system of departments of the hospital, newest medical equipments and apparatus, short waiting time for checkup and treatment, and convenience of treatment on weekends and holidays. In conclusion, from the results of the two analyses, we suggest as prior setting of emergency medical service improvement the common parts of the above items drawn from Johari window and IPA: (1) newest medical equipments and apparatus, (2) short waiting time for checkup and treatment, and (3) convenience of treatment on weekends and holidays.