The Korean Journal of Health Service Management (보건의료산업학회지)

Korea Society of Health Service Management (보건의료산업학회)
권호 표지
DOI QR코드

DOI QR Code

Influence of the Satisfaction of Nursing Services on the Intention to Revisit in Caregivers of Patients in Comprehensive Nursing Care Units

간호·간병통합서비스병동 입원환자 보호자의 간호서비스 만족도가 병원 재이용 의도에 미치는 영향

  • Received : 2019.05.02
  • Accepted : 2019.06.22
  • Published : 2019.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

Objectives: Guardians of patients have a great deal of influence on decision-making in the course of care in Korea. The purpose of this study was to explore the effect of nursing service satisfaction on hospital re-use intention in the guardians of patients admitted to comprehensive nursing care units. Methods: The survey was conducted on 151 guardians of patients hospitalized in comprehensive nursing care units of two general hospitals for four months beginning in September 2017. The data were analyzed with descriptive statistics, t-tests, Pearson's correlation coefficient, and multiple regression analyses using SPSS/Win 21 software. Results: Nineteen percent of variance in hospital re-use intention was accounted for by reliability (t=3.31, p=.001), empathy (t=2.49, p=.014), and recommendations from others (t=2.49, p=.014). The explanatory power was significant (F=13.06, p<.001). Conclusions: To promote hospital reuse, nurses need to improve the quality of their nursing services. Emphasis should be on reliability and empathy among nursing service components. It is also necessary to consider ways to encourage guardians who used hospitals to recommend them to their acquaintances.

Keywords

References

  1. W.H. Kwak(2015), Contents and Issues of Pilot Project 'Comprehensive Nursing Care Service', Health Policy Forum, Vol.13(2);50-55.
  2. H.S. Ahn, H.J. Kim(2015), Challenges for Introducing Comprehensive Nursing Service System for Hospitalized Patients, Journal of Hospital Management & Policy, Vol.4(1);6-16.
  3. N.M. Hwang(2010), An Analysis of the Debates on Introduction of Public Caregivers' Services in Acute Medical Centers, Health and Welfare Policy Forum, Vol.170;60-71.
  4. S.H. Cho, H.R. Kim(2006), Family and Paid Caregivers of Hospitalized Patients in Korea, Journal of Clinical Nursing, Vol.15(8);946-953. https://doi.org/10.1111/j.1365-2702.2006.01342.x
  5. H.H. Gil, J.S. Choi(2012), Affecting Factors of Hospital Caregivers on the Level of Practice, Knowledge, and Importance of Work under No Guardian, Korean Journal of Occupational Health Nursing, Vol.21(1);55-65. https://doi.org/10.5807/kjohn.2012.21.1.55
  6. J.H. Kim, S.J. Kim, E.T. Park, S.Y. Jeong, E.H. Lee(2017), Policy Issues and New Direction for Comprehensive Nursing Service in the National Health Insurance, Journal of Korean Academy of Nursing Administration, Vol.23(3);312-322. https://doi.org/10.11111/jkana.2017.23.3.312
  7. National Health Insurance Service, Policy Direction of Comprehensive Nursing Care [Internet]. [updated September 1, 2016; cited May 2, 2019]. Available from: http://www.nhis.or.kr/bbs7/boards/B0040/21012
  8. H.S. Ahn(2015), Report on Monitoring and Evaluation of Comprehensive Nursing Care, National Health Insurance Service, pp.1-20.
  9. Y. Ko(2015), Comprehensive Nursing Care Service Delivery Model and the Status Quo, Proceedings of the Korean Society of Health Policy and Administration Conference, pp.183-195.
  10. S.R. Shin, K.Y. Park(2015), Comparing Satisfaction with Nursing Care and Factors Relevant to Hospital Revisit Intent among Hospitalized Patients in Comprehensive Nursing Care Units and General Care Units, Journal of Korean Academy of Nursing Administration, Vol.21(5);469-479. https://doi.org/10.11111/jkana.2015.21.5.469
  11. H.J. Choi, M.S. Koh(2014), Comparative Study between the Patients' Satisfaction Level of Nursing Service and Revisiting Intention of the Inpatients according to the Wards Type: Mainly on General Wards, Anshim Units and Comprehensive Nursing Care Service Wards, Health and Social Science, Vol.37;49-64.
  12. M.K. Joo(2002), A Study on the Determinants of Consumer-oriented Nursing Service Quality, Journal of Korean Academy of Nursing Administration, Vol.8(1);169-191.
  13. B.S. Jang(2017), Customer Expectation, Satisfaction and Loyalty in the Inpatient Nursing Care Service Unit, Sungshin Woman's University, pp.23-30.
  14. S.S. Han, Y.R. Um, S.H. Ahn, J.H. Kim, I. Kwon, I.H. Ku, et al.(2010), Nursing Ethics 3ed. Seoul: Korean Nurses Association Publishing Co. pp.96-97.
  15. A. Parasuraman, V.A. Zeithaml, L.L. Berry(1988), SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, Vol.64(1);12-40.
  16. I.N. Jeong(2006), The Effect of Medical Service on Customer Satisfaction and Reuse Intention, Mokpo National University, pp.46-69.
  17. S.H. Oh(2017), A Survey on Nursing Care Requirement and Nursing Service Satisfaction of Inpatients of Comprehensive Nursing Care Service Wards, Silla University, pp.37-43.
  18. S.T. Kim, C.O. Oh(2012), Factors That Affect Decisions for Selecting Hospitals and Different Awareness: Focusing on Inpatient, Care-giver, Nurse in University Hospital Using AHP, Journal of the Korea Institute of Healthcare Architecture, Vol.18(4);39-52. https://doi.org/10.15682/JKIHA.2012.18.4.039
  19. S.H. Cho, K.J. Song, I.S. Park, Y.H. Kim, M.S. Kim, D.H. Gong, et al.(2017), Development of Staffing Levels for Nursing Personnel to Provide Inpatients with Integrated Nursing Care, Journal of Nursing Administration, Vol.23(2);211-222. https://doi.org/10.11111/jkana.2017.23.2.211
  20. J.I. Ryu(2016), Comparative Study about the Clinical Nurse's Job Satisfaction, Quality of Nursing Service in between General Ward and Comprehensive Nursing Care Service Ward, Changwon University, pp.34-37.
  21. J.W. Byeon, I.S. Song(2013), The Effect of the Perception of Management Commitment to Service Quality on Nurses's Service Performance, Journal of the Korean Society of Supply Chain Management, Vol.13(2);113-123.
  22. C.M. Meade, A.L. Bursell, L. Ketelsen(2006), Effects of Nursing Rounds on Patients' Call Light Use, Satisfaction, and Safety, AJN The American Journal of Nursing, Vol.106(9);58-70.
  23. C. Forde-Johnston(2014), Intentional Rounding: A Review of the Literature, Nursing Standard, Vol.28(32);37-42. https://doi.org/10.7748/ns2014.04.28.32.37.e8564
  24. J.S. Han(2018), Influencing Factors on Performance of the Intentional Rounding in the Tertiary General Hospital Ward Nurse, Pukyong National University, pp.41-49.
  25. G.B. Shim, M.H. Kim, W. Kim, M.J. Shin(2014), Effect of Hospital Selection Factors on Patient Satisfaction and Reuse Intention, The Korean Journal of Health Service Management, Vol.8(2);37-48. https://doi.org/10.12811/kshsm.2014.8.2.037