응급실 폭력예방을 위한 서비스디자인 -고려대병원 응급실 사례 중심으로-

Patients with a variety of disease visit ER, thus it is difficult to predict the characteristics of the patients and control infection and noise issues causing both medical staff and patients – the service provider and user – to easily feel fatigue in the ER. This causes conflict frequently which lead to ER violence. Although various solutions have been proposed to resolve such conflict, their marginal performance often makes the situation even worse. Therefore, the study of the service design to prevent the ER violence was executed as a part of emergency medical policy promotion of the Ministry of Health & Welfare. Aiming to develop the ER violence prevention service which can be modularized in ERs across the nation, service design methodology, the qualitative research methodology, was used. To understand the context, the appropriate service design methodology such as in-depth interviews, observation and shadowing techniques are utilized. A total of 2 categories of solutions – ER violence prevention solution for immediate application, solution that has reflected the characteristics and circumstances of Korea University Medical Center (KUMC), ER violence prevention solution for future application, and common solution applicable to all ERs – were derived. These solutions were applied to the KUMC Anam Hospital and surveyed the effectiveness and were used to survey the effectiveness. Further research is needed including a variety of resources for general application of the service in ER. The study considering the unique environment of each ER is also necessary. Additionally, not only the long-term plan for accurate measurement of the effectiveness but also diverse and active participation of the stakeholders is also needed.