- Volume 17 Issue 3
DOI QR Code
Comparison of Expectation-Perception between Patient and Nurse on Nursing Care Service in Comprehensive Nursing Care Wards
간호간병통합서비스 병동의 간호서비스에 대한 환자-간호사 인식도 비교
- Received : 2016.12.16
- Accepted : 2017.01.17
- Published : 2017.03.28
The aim of this study was to compare perception between patient and nurse on comprehensive nursing care service using SERVQUAL model. To accomplish this goal, the 5 gaps of expectation-perception on comprehensive nursing care service was analyzed. The subjects were 192 nurses and 321 patients who admitted in comprehensive nursing care service wards. As results, patient's satisfaction was higher than patient's expectation and also nurse's performance. Therefore, we found that comprehensive nursing care service would contribute to perform holistic nursing care services in the future. To develop comprehensive nursing care service system sustainably, it needs continuous measurement of patient's expectation and satisfaction using conceptual model of this study.
Comprehensive Nursing Service;Perception;Patient;Nurse
- H. Kim and J. Won, "Comparison of nursing needs as perceived by admitted patients and nurses in a general hospital," Journal of Korean Academy of Fundamental of Nursing, Vol.11, No.3, pp.299-308, 2004.
- H. Ahn, H. Ahn, H. Han, M. Kim, and M. Yu, "포괄간호서비스 병원 시범사업 기술지원 및 성과평가," Final Report, NHIS and Korea University, 2014.
- N. Hwang, "An analysis of the debates on introduction of public caregivers' services in acute medicare centers," Health-Welfare Policy Forum, pp.60-71, 2010.
- 유선주, 최윤경, "보호자 없는 병원 제도화 방안," 한국콘텐츠학회논문지, Vol.13, No.6, pp.370-379, 2013.
- A. Parasuraman, V. A. Zeithaml, and L. L. Berry, "A conceptual model of service quality and its implications for future research," Journal of Marketing, Vol.49, No.4, pp.41-50, 1985.
- 이태화, 강경화, 고유경, 김기경, 문인오, 박희옥, 서문경애, 유소영, 임지영, 간호학 입문, 대한나래출판사, 2015.
- J. Yim and S. Kim, "Measurement of Nursing Service Quality using SERVQUAL Model," Journal of Korean Academy of Nursing Administration, Vol.6, No.2, pp.259-279, 2000.
- S. Park and C. Choi, "Assessment of Expectation and Performance of Service Quality by Types of Service of Hospital," Journal of Korea Service Management Society, Vol.7, No.2, pp.143-170, 2006.
- E. Kim, M. Eom, and J. Jung, "Comparison of perceived nursing needs between spinal surgery patients and nurses caring for them," Journal of Korean Academy of Fundamental of Nursing, Vol.15, No.1, pp.87-97, 2008.
- J. Kim and I. Lee, "The differences in quality perceptions, expectations, evaluation, and satisfaction for nursing service between patients and nurses : Small-medium sized general hospital," Journal of Korean Academy of Nursing, Vol.34, No.7, pp.1243-1254, 2004. https://doi.org/10.4040/jkan.2004.34.7.1243
- M. Lee, "A Study of the Nursing Service Perceived by Consumers and Providers, and the Tool that Measures Nursing Service," Journal of Korean Academy of Nursing, Vol.33, No.6, pp.772-783, 2003. https://doi.org/10.4040/jkan.2003.33.6.772
- V. A. Zeithaml, L. L. Berry, and A. Parasuraman, Delivering quality service : Balancing customers perceptions and expectations, New York: Free press, 1990.
- 김윤미, 조성현, 전경자, 신순애, 김지윤, "의료기관 간호사 확보 수준이 수술 환자의 사망, 폐렴, 패혈증, 요로감염에 미치는 영향," 한국간호과학회지, Vol.42, No.5, pp.719-729, 2012.
- 정동준, 정민수, 변진옥, "입원환자가 인지하는 병원 시설, 의료인력, 만족도, 재이용 간의 구조분석," 보건과 사회과학, Vol.19, pp.151-178, 2006.
- J. Buchan and B. Steven, The impact of pay increases on nurses' labour market: A review of evidence from four OECD countries, OECD Health Working Papers, Paris, 2011.
- 이정민, "간호간병통합서비스 병동 간호사와 일반병동 간호사의 직무스트레스와 이직의도 비교 연구: 충청지역을 중심으로," 사회과학연구, Vol.33, No.1, pp.1-48, 2016.