The purposes of this study were to conduct a patient experience evaluation on outpatients of a general hospital to identify the medical service status experienced by the patients in the overall process of outpatient care and to analyze the major factors that influence patient experience and perception.
A total of 100 patients, who had more than 2 outpatient clinic visits at a university hospital from May 14, 2018, to May 28, 2018, were selected to participate in the survey, and the results are as follows.
1. In terms of sex, there was a larger distribution of females with 60.0% females and 40.0% males. Regarding age, there was a larger distribution of age group >60 years old than that of <59 years old with 53.0% >60 years old and 47.0% <59 years old.
2. For the motivation for using the hospital, “Hospital is close by”was the highest with 42.0%, followed by “Medical staff is skilled” with 36.0%, “Recommended by another hospital” with 7.0%, and “Recommended by people” was the lowest with 1.0%.
3. Among user satisfaction of hospital facilities and environment, various amenities within the hospital (OA equipment, Automated Teller Machine, etc.) received the highest score of 3.93 points, followed by use of doctor’s office and examining room of 3.14 points, signs within the hospital of 3.13 points, and use of parking facility was the lowest with 2.93 points.
4. The total average score of outpatient nursing staff medical service satisfaction was 3.00 points. Respect·politeness received the highest score of 3.19 points, followed by effort related to handling help needs of 3.02 points, listening attentively of 2.97 points, and explanation on hospital life was the lowest with 2.81 points.
5. The total average score of administration and treatment process satisfaction was 3.11 points. Provision of cautions after discharge and information on treatment plan received the highest point of 3.23 points.

As shown above, the results of this study can be used as basic data to identify the issues for providing the patient-centric medical services and to seek plans for medical services that meet the patient needs and differentiated medical services.