• Journal of Korean Clinical Nursing Research
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• v.23 no.3
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• pp.321-331
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• 2017

Purpose: The purpose of this study was to investigate the effect of customer experience management on nursing service satisfaction of cancer patients and their intent to revisit the hospital and also to identify empathy ability of oncology nurses. Methods: Participants were 376 cancer patients and 190 oncology nurses from a tertiary hospital in Korea. Cancer patients' satisfaction with nursing care and intent to continue using the hospital were measured and empathy of oncology nurses was measured using Empathy Construct Rating Scale. Data were analyzed using descriptive statistics, ${\chi}^2$ test, t-test, one-way ANOVA and stepwise multiple regression analysis. Results: Patient satisfaction with nursing care and intent to continue using the hospital were higher in patients who received the customer experience management program than those who did not. Oncology nurses' ability to empathize was high. Clinical career, participate in customer experience management and education level together explained 20% of variance in empathy ability of oncology nurses. Conclusion: Findings from this study confirm that customer experience management affects patient satisfaction with nursing service and intent to continue using the hospital. Further research is necessary to reaffirm the empathy ability of the oncology nurses and to identify the related various factors.

• Research in Community and Public Health Nursing
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• v.7 no.1
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• pp.5-17
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• 1996

The purpose of this study was to identify the differences of the outcomes of visiting nursing service (VNS) between the two types by the organizational structure of health centers. Type I referred to 3 health centers with departmentalization for VNS and type II of 3 health centers providing VNS under the subunit of a department. Data were collected from 38 visiting nurses at the six health centers for their perceived formalization, decision-making authority and job satisfaction, 293 clients for the satisfaction level with VNS served and their records analysis for level of quality care and frequency by the contents of VNS through the questionares during the period from June, 1 to August 30, 1993. Data were analyzed using $\chi^2$, F. t or/and Scheffe test. The result were as follows: 1) There were no significant differences in perceived formalization and decision -making authority of visiting nurses between the two types of health centers. 2) There were significant differences in the level of quality care and frequency of the VNS contents between the two types of health centers. 3) There were no significant differences in perceived clients' satisfaction and job satisfaction of the visting nurses between the two types of health centers. From this study, Not only organizational differentiation with the development of job standards and supportive system but also personnel development are suggested when new health care service in health centers begins.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.17 no.6
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• pp.326-337
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• 2016

This study was conducted to identify the relationships between emotional intelligence, job satisfaction, and quality of nursing service for hospital nurses, and to serve as a basis for improvement of nursing service and nursing resources management. All data were collected and conducted with the cooperation of the nursing service department in a tertiary general hospital and two general hospitals located in G province. Questionnaires were completed by 195 nurses who consented to participation in the study from 7 to 28 April 2014. Data were analyzed using SPSS 18.0. A highly positive relationship (r=0.624, p<0.001, r=0.612, p<0.001) was observed between emotional intelligence and quality of nursing service in the superior general hospitals and the general hospitals. Based on this study, quality of nursing service could be improved by a positive relationship between emotional intelligence and job satisfaction in the superior general hospitals and general hospitals (r=0.430, p<0.001). Therefore, it is important to provide a good occupational environment and develop educational programs to enhance the emotional intelligence of nurses, and a positive measure focused on less experienced and young nurses to improve emotional intelligence.

• Journal of Korean Academy of Nursing Administration
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• v.7 no.1
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• pp.25-40
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• 2001

As the medical market has gradually changed from supplier-centered market to consumer-centered one, it makes hospital managers seek the consumer's satisfaction and the various marketing strategies for survival. Under the these changes, this study was accomplished to measure the consumer's satisfaction about the medial services which a general hospital provided, to identify the marketing strategies that a general hospital could establish for survival. For these purposes, a questionnaire was developed and distributed to 200 patients in general units and 100 patients in oriental units of a general hospital in Seoul. Among them, 163 reponses in general units and 71 reponses in oriental units were turned out to be useful. they were used for final analysis. The results of the survey were as follows : First, among all items of medical services which the hospital provided, patients were most satisfied by nursing services. Second, to Improve the hospital's medical service quality, it was very important for hospital staffs to be courtesy and to explain about a process of treatment or care sufficiently. Third, to decrease cost of medical service, it was very important to develop the various items and premiums of medical insurance especially in field of oriental medicine. Fourth, to make people come to the hospital easy, it was very important of fully utilize the public transportation such as subway. Fifth, to make hospital's image good, it was very important to develop well-prepared public relationship and to continuously provide the diverse medical service in the community.

• Journal of Korea Entertainment Industry Association
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• v.14 no.7
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• pp.559-570
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• 2020

The purpose of this study was to classify the internal members of nursing hospitals and Western hospitals that received the certification system of medical institutions, and to examine the effect of certification on member satisfaction, job stress, hospital operation effect, and improvement of medical services. In nursing hospitals, the certification system was higher in member satisfaction, hospital operation effect, and medical service effect than in Western hospitals, and members of Western hospitals were higher in job stress. In both nursing hospitals and Western hospitals, the satisfaction of members, hospital operation effect, and medical service effect according to certification showed positive (+) results. It is believed that the effect of the certification system has been empirically high in nursing hospitals as mandatory certification from 2013. Therefore, this study aims to contribute to the efficiency of hospital management and improvement of patient satisfaction through continuous quality management of medical care by analyzing the effect of certification system on medical service improvement.

• Journal of Korean Clinical Nursing Research
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• v.16 no.1
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• pp.131-143
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• 2010

Purpose: The purpose of this survey was to identify a set of performance indicators for Korean APNs (Advanced Practice Nurses). Methods: A convenience sample of 78 APNs working in 2 leading hospitals in south Korea participated in the three-round Delphi survey. In the first round, subjects were asked to propose performance indicators to evaluate the effectiveness of their practice. They rated the relevancy of each indicator during the second round. In the final round of survey, subjects rated the relevancy of indicators again in the light of second round's overall results and they also were asked to check on current and future use of indicators. Results: After 5 months of three-round Delphi survey, 60 performance indicators were identified. In regard to relevancy, the 10 highly ranked indicators were patient satisfaction, self-care ability, expertise of service, family satisfaction, nurse satisfaction, satisfaction in nursing education, advanced nursing service count, education for patient/ family, education for nurse, and compliance. Advanced nursing service count, education for patient/ family, and education for nurse are currently used as indicators by more than 70% of respondents. Conclusion: Additional research is needed to identify subsets of performance indicators for specialized areas and to determine the validity and sensitivity of indicators.

• Journal of Korean Clinical Nursing Research
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• v.21 no.3
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• pp.335-346
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• 2015

Purpose: The purpose of this study was to identify patient satisfaction about nursing care provided by Advanced Practice Nurses (APN) using the La Monica-Oberst Patient Satisfaction Scale (LOPSS). Methods: The investigation was conducted including 263 patients who experienced care provided by 41 APNs at a tertiary hospital in Korea. Patient satisfaction with nursing care was measured using 41-item LOPSS. We analyzed the data using descriptive statistics, independent t-test and one-way ANOVA. Results: Overall patient satisfaction with APN care was high. The LOPSS scores for APNs were 52.26 for good impression, 61.75 for interpersonal support, 81.32 for dissatisfaction and 195.93 for total score. "APNs talk down to me" was a reverse coding item which demonstrated the highest score for patient satisfaction. Among patients' characteristics, age and type of main caregiver were independent factors related to patients's satisfaction. Among APN's characteristics, work experience was significantly related to patients' satisfaction. Conclusion: This study identified patient satisfaction regarding nursing care provided by APNs. High patient satisfaction in APN services demonstrated APNs' contribution to quality improvement in health care services. It is recommended that various outcome research about APN service needs to be performed.

• Korean Journal of Occupational Health Nursing
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• v.20 no.3
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• pp.319-327
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• 2011

Purpose: The purpose of this study was to measure patient satisfaction among injured workers and determine the factors that affect satisfaction of the hospital services. Methods: The subjects of this study were 231 injured workers hospitalized in I WC Hospital and D WC Hospital located in one of the major cities in Korea, all of whom agreed to participate in this research. The questionnaires were selected as literature suggested for explaining satisfaction of the hospital services, general characteristics of injured workers, characteristics of the hospital services. The data were analyzed with descriptive statistics, t-test, ANOVA, multiple regression analysis by SPSS/WIN 18.0. Results: The patient satisfaction level is at 3.2 point, which is lower than general patient satisfaction in previous study. There were significant differences in satisfaction scores, depending on the gender, degree of medical treatments, the specialty of medical team, staff's kindness, medical treatment process, the cleanliness of hospital and the convenience of facilities. It was found that the patient satisfaction among injured workers is affected by the characteristics of the hospital services. Conclusion: It is necessary to promote medical facilities, specialization of doctors and nurses, staff's kindness, medical treatment process and hospital cleanliness for developing Workers' Compensation hospital services.

• Journal of Korean Academy of Nursing Administration
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• v.13 no.3
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• pp.362-372
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• 2007

Purpose: This study was performed to identify the perception gaps of nursing services quality between consumers and providers, and identify the perceived influences of nursing services quality on general satisfaction of medical services and revisiting intent of hospital by consumers. Method: The Joo's questionnaire founded on SERVQUAL was modified and distributed to 300 patients and nurses at 6 general hospitals in 5 provincial cities, Korea. Result: It is identified that the perception gaps between consumer and providers exist, and consumers perceive nursing services quality has a influences on general satisfaction of medical services and revisiting intent of hospital. And it is also identified that consumers also perceive general satisfaction of medical services has a powerful influences on revisiting intent of hospital. Conclusion: It is concluded that the marketing strategies being based on the perception gaps between consumers and providers should be specifically planned and applied to improve the perceived nursing services quality by consumers. And it is needed to accurately identify the impact attributes and factors of nursing services quality on general satisfaction of medical services and revisiting intent of hospital that consumers perceive.

• Research in Community and Public Health Nursing
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• v.21 no.4
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• pp.448-457
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• 2010

Purpose: This study attempted to identify differences in elders' health status, quality of life, and satisfaction with customized home visiting health service depending on connection to volunteerism. Methods: A total of 400 subjects participated in this research. Data were collected from May to August of 2009 and the measurement tool used for this study was the house visiting health service recording sheet recommended by the Ministry of Health. Results: According to the results of this research on elders' health status in customized home visiting health service depending on connection to volunteerism, elders' connected to volunteerism positively showed a high level in functional health status areas such as daily life performance ability, instrumental daily life performance ability and Joint exercise capacity, and in the quality of life area. Conclusion: The results of this study can be utilized as complementary information when resources and networks are used for the effective management of house visiting health service subjects.