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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Okuda, M., Yasuda, A., Tsumoto, S. (2017). The Effects of Waiting Time, Length of Stay, and Hospital Remodeling on the Structure of Patient Satisfaction. In: Sawatani, Y., Spohrer, J., Kwan, S., Takenaka, T. (eds) Serviceology for Smart Service System. ICServ 2015. Springer, Tokyo. https://doi.org/10.1007/978-4-431-56074-6_32
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DOI: https://doi.org/10.1007/978-4-431-56074-6_32
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