2015 Volume 35 Pages 117-126
In recent years, consultation and complaints about medical services, especially medical and dental care related cases amongst 60-70 year olds, is increasing rapidly. Given this situation, the present study aims to clarify the current state of medical service consultation and complaints. Furthermore, the study aims to explore the development of consumer education teaching materials designed to assist the elderly in these matters, thus reducing the misunderstandings that lead to complaints. The researchers carried out needs analysis by sending out a survey completed by National Consumer Center Counselors. The survey revealed that in cases related to dentistry, implants, treatment costs and medical costs not covered by insurance, the majority of complaints related to explanation by the doctor. Center staff considered a story based DVD of around 10 to 15 minutes would be an effective way to educate service users about the medical service process and their consumer rights and prevent problems arising. Therefore, the researchers intend to develop materials specically for senior citizens that focus nt research project.