The Characteristic Factors Affecting New Outpatient's Revisit

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1 34 2 Journal of the Korean Society of Health Information and Health Statistics Volume 34, Number 2, 2009, pp 황성완, 김선희 The Characteristic Factors Affecting New Outpatient's Revisit Dept. of Health Administration, BaekSeok Arts Univ. Abstract Objectives : This study aims to analyze the characteristics which new outpatients revisit in a hospital. Using this study, hospital managers can make efficient customer relationship. Methods : This is based on the medical record data of patients in the hospital. 9,392 outpatient s cases were used, that patients visited the first time between August and September in 2003, and revisited till December in Results : In coefficient of determination of logistic regression, model 1 was 23.4%, Model 2 was 34.7%, model 3 was 23.2% and model 4 was 12.8%. Classification rate of model 1 was 74.1%, model 2 was 73.1%, model 3 was 68.6%, and model 4 was 65.5%. Conclusions : To make more useful model for other hospitals in Korea, each hospital manager needs to understand more of the hospital environment, the patient's characteristics, and the business process. Key word : Revisit Characteristics, Customer Relation Management, Logistic Regression : healthad91@gmail.com, :

2 서론 2. 연구방법 2.1 분석모형 34 2

3 179 Table 1. dependent variables Variables Type of customer Values 1. migrating customer* 2. continuous customer+ 3. loyalty customer Type of revisit customer Model 1 Model 2 Model 3 Model 4 1. migrating customer* 2. revisit customer 1. migrating customer 2. continuous customer 1. migrating custome 2. loyalty customer 1. continuous customer 2. loyalty customer * migrating customer: Outpatients who visited only once during study period. + continuous customer: Outpatients who visited over two times as same diseases loyalty customer: Outpatients who visited over two times as different diseases revisit customer: continuous customer and loyalty customer 2.2 변수의정의 2.3 분석방법 2). 34 2

4 180 Table 2. Independent variables Variables Gender Age Region Kind of insurance Qualification Special medical service Visit via ER Cooperation service with oriental medicine Type of payment Co-payment Uninsured expenses Special medical service expenses Disease categories Values Male, Female birth year A E(A region is shorter distance than E region) Health insurance, others insurance Insured, the dependent Yes, No Yes, No Yes, No Cash, credit card amount(won) amount(won) amount(won) A. diseases encroaching on a whole body B. whole body diseases C. diseases of human body and anatomical system D. diseases of pregnancy, malformations and newborn E. other conditions F. other classifications 3. 결과 3.1 방문유형에영향을미치는요인 34 2

5 181 Table 3. General characteristics of customer Type of customer Total Gender Male 1,559(52.2) 1,110(47.8) 2,171(53.1) 4,811(51.5) Female 1,425(47.8) 1,212(52.2) 1,915(46.9) 4,579(48.5) Region A 977(32.8) 767(33.1) 1,660(40.7) 3,404(36.3) Kind of insurance Qualification Special medical service Visit via ER Cooperation service Type of payment Age Co-payment Uninsured expenses Special medical service expenses B 456(15.3) 357(15.4) 616(15.1) 1,429(15.2) C 613(20.6) 386(16.7) 534(13.1) 1,533(16.3) D 620(20.8) 540(23.3) 777(19.0) 1,937(20.7) E 314(10.5) 267(11.5) 493(12.1) 1,074(11.5) Health 2,310(77.4) 2,122(91.4) 3,796(92.9) 8,228(87.6) Others 674(22.6) 200(8.6) 290(7.1) 1,164(12.4) Insured 903(30.3) 791(34.1) 1,490(36.5) 3,184(33.9) the depedent 2,081(69.7) 1,531(65.9) 2,596(63.5) 6,208(66.1) Yes 588(19.7) 1,341(57.8) 1,618(39.6) 3,547(37.8) No 2,396(80.3) 981(42.2) 2,468(60.4) 5,845(62.2) Yes 1,154(38.4) 477(20.5) 1,702(41.7) 3.333(35.5) No 1,830(61.3) 1,845(79.5) 2,384(58.3) 6,059(64.5) Yes 754(25.3) 288(12.4) 456(11.2) 1,498(15.9) No 2,230(74.7) 2,034(87.6) 3,630(88.8) 7,894(84.1) Cash 2,019(67.7) 1,512(65.1) 2,655(65.0) 6,186(65.9) Credit card 965(32.3) 810(34.9) 1,431(35.0) 3,206(34.1) Total 2,984(100.0) 2,322(100.0) 4,086(100.0) 9,392(100.0) Mean Std Mean 63, , , , Std 10, , , ,535.8 Mean 71, , , , Std 11, , , ,363.0 Mean 1, , , , Std 4, , , , p<

6 재방문고객유형에영향을미치는요인 Table 4. Coefficients of logistic regression for revisit models 1 2 Exp(B) 95% C.I. 95% C.I. Lower Upper Exp(B) Lower Upper Gender * Age 1.009*** *** Region A 1.206* B C.788* D Kind of insurance 3.539*** *** Qualification Special medical service ** Visit via ER.751*** *** Cooperation service.258*** *** Type of payment Co-payment 1.000*** *** Uninsured expenses 1.000*** *** SMS expenses 1.000*** *** Disease categories A B C D E.521** * Constant Log L R-square Chi-square *** *** Classification Rate ***, ** p<.01, * p<

7 183 <Table 4. > 3 4 Exp(B) 95% C.I. 95% C.I. Exp(B) Lower Upper Lower Upper Gender ** Age 1.010*** * Region A 1.239* B C.732** * D * Kind of insurance 3.503*** * Qualification Special medical service *** Visit via ER *** Cooperation service.236*** *** Type of payment Co-payment 1.000*** *** Uninsured expenses 1.000*** *** SMS expenses 1.000*** Disease categories A B C D E.533** Constant Log L R-square Chi-square *** *** Classification Rate ***, ** p<.01, * p< 고찰 34 2

8 결론 34 2

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10 186 Study, Health Services Research, 2004; 39(1): [8] Kwon C, Lee S, Shon M. Market segmentation of outpatient services on the based of consumption values in hospitals. Korean Journal of Hospital Management 1997; 2(1): (Korean). [9] Ryu S, Piak S. Segmenting outpatients by the analysis of usage and revenue indicators. Korean Journal of Hospital Management 2002; 7(4): (Korean). [10] Chen T, Chou L, Jang S. Application of a data-mining technique to analyze coprescription patterns for antacids in Taiwan. Clinical Therapeutics, 2003; 25(9): [11] Lemke F, Mueller JA. Medical data analysis using self organizing data mining technologies, Systems Analysis Modelling Simulation, 2003; 43(10): [12] Lee A, Park I, Lee S. Decision tree approaching characterizing the non-examinees of health screening services. Journal of korean society of medical informatics 2007; 13(3): (Korean). [13] Lee S, Lee H, Choi K, Chae Y, Jee Y. Comparative analysis on the choice of services between westen and oriental medicine. Korean journal of health policy & administraion 2002; 12(4): 18-33(Korean). [14] Chung S, Yoon H, Na B. Characteristics of non emergent patients at emergency departments. Korean journal of health policy & administraion 2006; 16(4): (Korean). [15] Lee S. Measurement of ambulatory patients' satisfaction and its influencing factors in a teritiary hospital. Korean journal of preventive medicine 1994; 27(2): (Korean). 34 2

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