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J Korean Soc Emerg Med > Volume 26(5); 2015 > Article
Journal of The Korean Society of Emergency Medicine 2015;26(5): 358-369.
상급종합병원 외래와 응급의료센터의 민원 성격과 재방문과의 관계
지주희, 서영우, 장태창, 이경우, 김균무
대구가톨릭대학교 의과대학 응급의학교실
Relationship between Re-visits and Complaints’ Characters of Out Patient Department and Emergency Department in One Tertiary Hospital
Ju Hee Ji, Young Woo Seo, Tae Chang Jang, Kyung Woo Lee, Gyun Moo Kim
Department of Emergency Medicine, Catholic University of Daegu School of Medicine, Daegu, Korea
Correspondence  Gyun Moo Kim ,Tel: 053) 650-4282, Fax: 053) 650-4930, Email: emprof@cu.ac.kr,
Received: July 8, 2015; Revised: July 9, 2015   Accepted: July 23, 2015.  Published online: October 30, 2015.
ABSTRACT
Purpose:
Emergency department (ED) and Outpatient department (OPD) are similar to some extent, but there are differences. The difference is complaints that can be encountered during practice. The aim of this study was to investigate complaints of OPD and ED and factors associated with Re-visits.
Method:
We retrospectively investigated 431 official complaints of visitors and 426 re-visitors in one tertiary university hospital OPD and ED between January 1, 2011 and December 31, 2014.
Results:
ED complaints were 18 times more common than OPD. The two groups differed in chronic disease, follow up duration and frequency, transportation, visiting day of the week, visiting time, relation between patient and claimant, claimant age, related department, medical department, method of expression, major reason for complaints, treatment result, and re-visit. The factors associated with ED revisits were chronic disease, follow up duration and frequency, treatment result, and expression method.
Conclusion:
Doctors, particularly emergency physicians in the ED, were the subject of the most common complaints. Patients had more complaints about the subjective time delay than the ED retention time. Emergency physicians should be more alert for first visit patients.
Key words: Personal satisfaction, Office visits, Emergency medical service, Hospital
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