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  • 제목/요약/키워드: Nursing service satisfaction

검색결과 445건 처리시간 0.022초

일 상급종합병원 암환자 고객경험관리 (Customer Experience Management for Cancer Patients in a Tertiary Hospital)

  • 원영화;김지혜;정은희;곽은아;양윤정;신순자;김연희;김정혜
    • 임상간호연구
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    • 제23권3호
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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, χ2 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.

보건소조직구조에 따른 방문간호사업의 성과 비교 (A Comparison of Outcomes of Visiting Nursing Service by the Organizational Structure of Health Centers)

  • 윤순녕;박성애
    • 지역사회간호학회지
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    • 제7권1호
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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 χ2, 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.

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병원 간호사의 감성지능, 직무만족, 간호서비스 질의 관계 (The Relationships in Emotional Intelligence, Job Satisfaction, and Quality of Nursing Service in Hospital Nurses)

  • 장라진;강영실;김유미
    • 한국산학기술학회논문지
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    • 제17권6호
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    • pp.326-337
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    • 2016
  • 본 연구의 목적은 병원급별 간호사들의 감성지능과 직무만족, 간호서비스 질에 대한 상관관계를 확인하여 간호인력 관리와 간호서비스 질을 향상하기 위한 기초자료로 활용하기 위하여 시행되었다. 본 연구는 G도에 위치한 상급종합병원 1곳과 종합병원 2곳에서 일반간호사 195명을 대상으로 2014년 4월 7일부터 4월 28일까지 자료수집 하였으며, 수집된 자료는 SPSS 18.0 프로그램을 이용하여 분석하였다. 상급종합병원과 종합병원에서 감성지능과 간호서비스 질이 각각 높은 정적 상관관계가 있는 것으로 나타났다(r=.624, p<.001, r=.612, p<.001). 상급종합병원의 경우 감성지능과 직무만족이 정적 상관관계로 나타났다(r=.430, p<.001). 본 연구 결과를 바탕으로 상급종합병원과 종합병원 모두 간호사의 감성지능과 직무만족을 증진시킴으로써 간호서비스 질을 높일 수 있음을 확인하였다. 특히 감성지능과 간호서비스 질 간의 높은 관련성으로 볼 때 상급종합병원과 종합병원의 특성에 맞게 간호사의 감성지능을 강화시킬 수 있는 업무 환경 조성 및 감성지능 향상 교육프로그램을 개발하여 제공하는 것이 필요하며, 연령 및 경력이 낮은 간호사를 중심으로 감성지능을 높일 수 있는 적극적인 방안이 요구된다.

일 종합병원의 소비자 만족과 마케팅 전략에 관한 연구 (A study of the Consumer's Satisfaction and the Marketing Strategies of a General Hospital)

  • 이미애
    • 간호행정학회지
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    • 제7권1호
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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.

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의료기관 인증 후 환자의 질 향상과 병원운영효과 인식도 조사연구 - 요양병원과 양방병원 대상 - (Research on Improvement of Patient Quality and Perception of Hospital Operation Effect after Medical Institution Certification - For Nursing Hospitals and Western Hospitals -)

  • 이혜승;박현린
    • 한국엔터테인먼트산업학회논문지
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    • 제14권7호
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    • pp.559-570
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    • 2020
  • 본 연구는 의료기관 인증 제도를 받은 요양병원과 양방병원의 내부구성원을 구분하여 인증이 구성원만족도, 직무 스트레스, 병원운영 효과, 의료서비스 향상에 미치는 영향을 파악하고자 하였다. 요양병원이 양방병원보다 인증제도가 구성원만족도, 병원운영효과, 의료서비스 효과에서 높게 나타났으며, 양방병원 구성원이 직무 스트레스에 대해선 높게 나타났다. 요양병원 및 양방병원 모두 인증에 따른 구성원 만족도, 병원 운영효과, 의료서비스 효과는 정(+)적인 결과를 나타났다. 요양병원은 2013년부터 의무적 인증으로 인증제의 효과가 실증적으로 높게 나타났을 것으로 사료된다. 따라서 본 연구는 인증제가 의료서비스 향상에 미치는 영향을 분석함으로써 꾸준한 의료의 질 관리가 병원경영 효율화 및 환자의 만족도 향상에 기여하고자 한다.

전문간호사 성과지표에 관한 델파이 조사 (A Delphi Survey on Performance Indicators of Korean Advanced Practice Nurses)

  • 김금순;강지연;김복자;이영희;이은남
    • 임상간호연구
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    • 제16권1호
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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.

일 상급종합병원의 전문간호사에 대한 환자만족도 (Patient Satisfaction with Advanced Practice Nurse in a Tertiary Hospital)

  • 최은주;장인실;황지현;강영아;김성렬;노주희;김정혜
    • 임상간호연구
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    • 제21권3호
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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.

산재 환자의 의료서비스 만족도에 영향을 미치는 요인 (A Study on Contributing Factors of Industrially Injured Patients' Satisfaction)

  • 이현주;강정인
    • 한국직업건강간호학회지
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    • 제20권3호
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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.

간호서비스 질, 의료서비스에 대한 전반적인 만족과 병원 재이용 의도에 관한 연구 (A Study of Nursing Services Quality, General Satisfaction of Medical Services, and Revisiting Intent of Hospital)

  • 이미애
    • 간호행정학회지
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    • 제13권3호
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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.

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자원봉사 연계 유무에 따른 방문보건 노인대상자의 건강상태, 삶의 질 및 맞춤형 방문건강관리서비스 만족도 (Elders' Health Status, Quality of Life, and Satisfaction with Customized Home Visiting Health Service Depending on Connection to Volunteerism)

  • 박지은;김정남;권윤희
    • 지역사회간호학회지
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    • 제21권4호
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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.