The Effects of the Hospital Information System on the Hospital Strategy, Customer Satisfaction and the Hospital Performance

서지정보

· 발행기관 : 아시아.유럽미래학회
· 수록지 정보 : 유라시아연구 / 7권 / 2호 / 73 ~ 90페이지
· 저자명 : 강주훈

초록

This research is to investigate, through causal relationship, how the Hospital Information System affects the hospital strategy, employee satisfaction, patient management, work process, and the performance of the hospital.
In the past, the information system focused on manufacturing companies that were specialized and technical in their fields, and was used mainly for work improvement, strategy and customer satisfaction, but service companies were not able to take advantage of various techniques employed by manufacturing companies because of the difficulty in getting standardized data. But these days, the information system applies to a wide range of service companies as well, because the collecting of various data has been made easier due to the advancement of information technology, such as the Automatic Identification System (AIS), the Hospital Management System and others. In the case of hospitals, in particular, there have been a lot of improvements with the short-term and long-term strategy, customer (patient) satisfaction, and work process due to the information system. Therefore, the information systems of five national mental hospitals in South Korea have been studied to understand how the Hospital Information System affects the hospital strategy, employee satisfaction, work process and the performance of the hospital. The findings are that the Hospital Information System appears to have a positive effect on the employee satisfaction, hospital strategy, patient management and the work process. Thus it can be said that the Hospital Information System these days contributes greatly to the development of the hospitals with a positive effect on both in-customers (employee) and out-customers (patients) of the hospital. Its effect on customer satisfaction, especially, is one of the biggest. It, therefore, can be said that the HIS can be effectively used not only for medical treatment, but also for various administrative works. The following findings are the effects on the hospital strategy. The system helps the hospital survive in the competitive market by providing necessary information for critical decision-making. Using such an information system also appears to have an effect on patient management, thereby indirectly affecting the performance of the hospital. The system is also found to have a positive effect on the employment, strategy, work process and patient management as well. So it is concluded that the findings are the same as those of existing studies in that the satisfaction of each internal element of the hospital eventually affects the level of patient satisfaction. Finally, the patient management and work process are concluded to have an effect on the business performance of the hospital.

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