• Title/Summary/Keyword: Perception of Nursing services

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The Difference of the Nurses' Perception on the Importance and Performance of Rehabilitation Nursing Service (산업장 재활간호서비스의 중요도에 대한 간호사의 지각과 수행의 차이)

  • Park, Ji-Won;Suh, Yeon-Ok;Lee, Jung-In;Kim, Jeong-Wha
    • The Korean Journal of Rehabilitation Nursing
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    • v.12 no.1
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    • pp.30-38
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    • 2009
  • Purpose: The purpose of this study was to compare the rehabilitation nursing services what nurses recognize to be important and what they do in practice of the industrial workers. Method: The subjects were 150 nurses who were working at the industrial hospital. The questionnaire was made up with 43 items about the perception on importance and performance of rehabilitation services. Result: The highest services in the perception on importance and performance subscale were physical and therapeutic services. The highest difference between perception on importance and performance was the social and occupational services. The perception on importance of rehabilitation services had positive correlation with performance. The group take care of general patients had a higher level of perception on importance than the other group, and level of performance had significant difference with age and position. Conclusion: We need to develop the strategy for promoting the performance of services that recognize it will be important services, but not to do. Further study on system for promoting the nurse practitioner who responsible for rehabilitation nursing.

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A Study on the Determinants of Consumer-Oriented Nursing Service Quality;SERVQUAL Model based (소비자 중심의 간호서비스 질 결정요인에 관한 연구;SERVQUAL모형을 중심으로)

  • Joo, Mee-Kyoung
    • Journal of Korean Academy of Nursing Administration
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    • v.8 no.1
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    • pp.169-191
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    • 2002
  • As the tendency of the society is centralized into consumers and services, patients are getting to ask better medical services. The consumers influenced from various social surroundings became to have some expectation of nursing service. Compared with their expectation, the quality of the services which they virtually get may be recognized and evaluated. So it is necessary to know exactly what the consumers want in nursing services. The purpose of this study is to examine the determinants which can evaluate the quality of nursing services by researching into consumers' expectation and perception of the nursing services depending on the consumer-oriented attributions on the basis of the model of SERVQUAL. 1,144 of outpatients were selected as the subjects for this research. They used to continuously visit the same hospital after being hospitalized and nursed in 9 hospitals randomly selected among the second-level medical organizations in Seoul from January to February, 2001. The collected data are analyzed into the Descriptive Statistics, t-test, GLM and Multiple Regression through the SAS program. Delphi was used for the research tool and the results of the research are as follows; the determinants in evaluating the quality of nursing services consist of 5 categories such as Tangibility, Reliability, Responsiveness, Assurance, Empathy. The values of Cronbach' $\alpha$ appeared to be 0.96 in the expectation of nursing services, 0.94 in the perception of nursing services and 0.96 in the importance of nursing services. The determinants in the expectation of nursing services were ranged in the order of Assurance, Empathy, Reliability, Responsiveness and Tangibility. And those in the perception of nursing services were in the order of Assurance, Empathy, Reliability, Tangibility and Responsiveness. Those in the importance of nursing service were in the order of Empathy, Assurance, Reliability, Tangibility and Responsiveness. Finally, those in the quality of nursing service were in the order of Tangibility, Responsiveness, Empathy, Reliability and Assurance. Each expectation of nursing services appeared different depending on the subjects' age, gender, clinical department and reason for hospitalization. The hypothesis examined in this research shows that the group having higher personal needs shows meaningful differences in the expectation of nursing services, and the subjects who have had external communication show higher perception of nursing service than uncommunicative ones. After all, we can see that the statistical differences in the perception of nursing services depend on whether the subjects have external communications or not. The determinants in the expectation of nursing services can explain the quality of nursing service up to 14.96%. The statistically meaningful determinants in the expectation could be arranged in the order of Reliability, Assurance and Tangibility. And the more expectation brings about the lower evaluation of the quality of nursing services. The determinants in the perception of nursing service can explain the quality of nursing services up to 29.85%. The statistically meaningful determinants in the perception could be arranged in the order of Responsiveness, Reliability, Tangibility, Empathy, and Assurance. And the more perception brings about the higher evaluation of the quality of nursing services. According to the result of the above research, I would like to propose as follows. As long as this research is oriented to get knowledge of the consumer-oriented nursing services, it should be continued to draw the other elements determining the quality of the nursing services. Furthermore, this research is based upon the Parasuraman, A., et al.'s SERVQUAL Model(1991), which deals only expectation, perception and quality of consumer-oriented nursing services, so it will be necessary to inspect and verify it through the other models containing the offerers of nursing services in the future. On the other hand, as this research evaluates the actual quality of nursing services based on the expectation and perception of nursing services, it can be utilized as fundamental data to develop the marketing strategies and to estimate the qualities as well. I hope this research will be periodically estimated to be the useful data to develop the marketing strategies in the nursing service area.

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

  • Lee, Mi-Aie
    • 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.

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A Study on the Consumers' Expectation, Perception, Quality, and Satisfaction with the Industrial Nursing Services (간호서비스에 대한 대상자의 기대와 지각, 만족에 관한 연구 -SERVQUAL 척도의 적용-)

  • Jung, Myun-Sook;Youn, Mi-Jin
    • Research in Community and Public Health Nursing
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    • v.12 no.3
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    • pp.570-581
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    • 2001
  • The purpose of this study was to analyze consumers' expectation. perception and satisfaction. The subjects in this study were 200 employees who were employed in a department store. They experienced nursing services from the primary care center at the department store. The results were as follows: 1. The rank of perceived significance of nursing services is tangibility, reliability, assurance, responsiveness. and empathy, respectively. 2. The rank of perceived service quality is empathy. responsiveness. assurance. reliability. and tangibility. 3. The rank of expectation and the rank of perception about nursing services are same. They are assurance, reliability, responsiveness, tangibility, and empathy respectively. 4. The regression analysis, which related the effect of perceived service quality to consumers satisfaction, had R2 value of 22.9%. From the above results, it can be concluded that the higher consumers' satisfaction can be explained by the greater perceived service quality.

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A Study of Nurses' Perception of the Visiting Nursing Services of Long-term Care Insurance (노인장기요양보험 재가간호서비스에 대한 방문간호사의 인식)

  • Kwon, Min-Young;Lim, Ji-Young;Lee, Young-Whee;Kim, Hwa-Soon
    • Journal of Korean Public Health Nursing
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    • v.24 no.1
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    • pp.5-18
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    • 2010
  • Purpose: The purpose of this study is to understand nurses' perception of visiting nursing services of long-term care insurance. Method: The descriptive survey study involved 188 nurses selected by the convenient sampling of visiting nurses who participated in professional education sessions. Results: Of the 188 participants, 149 (79.3%) were aware of long-term care insurance. Awareness of aspects of long-term care services was 78.7% for facility service, 77.7% for ordinary visiting care service, 85.1% for visiting nursing service and 77.7% for visiting bathing service. Concerning visiting nursing service provision, the majority of the study subjects considered nurse-aid not to be the appropriate route for delivery of services including nasogastric tube exchange, tracheostomy tube management and stitch removal. Conclusion: Continuous evaluation and research on the standards and requirements of the nursing workforce is needed to secure and maintain the high quality of visiting nursing services. Exhaustive studies concerning task division and workforce separation according to nursing services type and level of difficulty should be done to develop the appropriate job description for visiting nursing service staff.

Nutting Services Positioning Analysis far Nursing Services Repositioning (간호서비스 리포지셔닝을 위한 간호서비스 품질분석)

  • 이미애
    • Journal of Korean Academy of Nursing
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    • v.29 no.2
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    • pp.383-392
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    • 1999
  • Recently, the hospitals in Korea has positively changed one way or another. Therefore hospital managers must focus on the nurses' role in terms of consumers' perception of overall image of hospitals and the degree of satisfaction of the consumers. To achieve the purposes, the questionnaire was developed and distributed to 280 people who had a direct experience with nursing services subjected hospitals in Seoul at the time of screening. Among them, 229 responses were turned out to be useful and used for final analysis. The measurement instrument for hospital nursing service quality evaluation was modified from the SERVQUAL model originated from Parasuraman, Zeithaml, and Berry (1988). For data analysis, SPSS/PC and PC-MDS program were used. The results were as follows : 1) The perception map showed that the seven subjected hospitals were divided into three groups. It could be interpreted that the hospitals in the same group had a strong competitive relationships. Because the nursing services' scores of hospitals C and E were higher than those of other hospitals, they could be served as a benchmark for the other hospitals. 2) The marketing place of hospital nursing services was divided by four. Since service generally had a strong point in nearby service market segment. Aiming an nearby hospital nursing services market segment by the hospital nursing services department was regarded as a good repositioning strategy. 3) When consumers evaluated the quality of hospital nursing services, they were greatly affected by the hospitals' overall image or other characteristics. Therefore, for improving hospital's nursing services, hospital nursing services department requires a great deal of labor to improve hospitals' overall image or other characteristics.

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Customer satisfaction on the nursing services;A relationship among the expectation and the perceived performance and the willingness of reuse of patients on the nursing services (간호서비스에 대한 고객만족에 관한 연구;환자의 기대와 성과지각 및 병원 재이용의사 간의 관계)

  • Jung, Won-Suk;Yoon, Sook-Hee
    • Journal of Korean Academy of Nursing Administration
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    • v.9 no.1
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    • pp.31-40
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    • 2003
  • Purposes : The purpose of this study is to analyze the correlation among Expectations, Performance-Perception, Willingness of reuse of hospital. Methods : The subjects of this study were 120 patients who were admitted in the hospitals over 1 week in Pusan. The data was collected by self-reporting questionnaires from Oct. 16th, to Nov. 5th, 2001. The data were analysed by SPSS/PC package using frequency, percentage, mean, standard deviation, Pearson's correlation coefficient. Results : The results were as follows; 1) The mean score of Expectation was 3 and over. The highest item was 'equal treatment' and the lowest was 'safety in transaction'. 2) The mean score of Performance-Perception was 4 and under. The highest item was 'nurse' attractive appearance' and the lowest was 'equal treatment', 'kindness and etiquette'. 3) The mean score of Willingness of reuse was 3.11. 4) There was a statistical significance of the difference between Expectations and Performance-Perception. The highest difference item was 'equal treatment', and then the lowest difference item was 'working environment arrangement/order'. 5) There were statistically significant positive correlation among Expectations, Performance-Perception, and Willingness of reuse. The highest correlation was 0.89 between Performance-Perception and Willingness of reuse. Conclusions : Nursing managers have to develop nurse training programs for improving of patient's performance perception on nursing service.

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A Study on the Differences of Perception between Consumers and Providers about Nursing Service Quality, and the Usefulness of Tools Measuring Nursing Service Quality (간호서비스 질에 대한 지각차이 및 측정도구에 관한 연구)

  • Lee, Mi-Ae
    • Journal of Korean Academy of Nursing
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    • v.30 no.5
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    • pp.1121-1132
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    • 2000
  • Service quality is, unlike goods quality, an abstract and elusive term. However, quality is very important to marketers and consumers in that it has many strategic benefits in contributing to profitability of marketing activities and consumers' problem-solving activities. The main purpose of this study is 1) to explore the differences of perception between consumers and providers about nursing service quality. 2) to identify the useful tool between two tools measuring nursing service quality. To achieve these purposes of the study, the questionnaire was developed and distributed to 210 nurses who worked at seven subjected hospitals in Seoul. Also, 280 people who had a direct experience with the subjected hospital nursing services at the time of screening were involved. They were randomly selected at the seven subjected hospitals during August to September of 1998. Among them, 165 responses from nurses and 229 responses from others resulted in worthy finds. The measurement instrument for a nursing services quality evaluation was modified from the SERVQUAL model originated from Parasuraman, Zeithaml, and Berry (1988). The reliability coefficient of the scale was calculated and showed high degree of internal consistency (Cronbachs' Alpha = .9353). For data analysis, SPSS/PC was used for descriptive statistics, t-test, ANOVA and regression analysis. The results were as follows : 1) In the perception about nursing services quality, there were gap between consumers and providers. Especially the critical attributes in point of perception nursing services quality, naming satisfy, hygiene and performance factors, are very different contents. 2) In the comparison analysis of the usefulness tools it was turned out that SEVPERF model is more appropriate than SERVQUAL model. And in the analysis to identify the construct validity of the tool, it is turned out that the relationship between the constructing factors of the tool and the general satisfaction is significant.

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Nurses' Perception of Home Visit Nursing Care Services at the Outreach Community Center (찾아가는 동 주민센터 방문건강관리사업에 대한 방문간호사의 인식)

  • Yang, Hye Kyung
    • The Journal of the Convergence on Culture Technology
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    • v.7 no.4
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    • pp.227-236
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    • 2021
  • The purpose of this study is to promote the efficient operation of the Home visit nursing care services by identifying the perception and experience of visiting nurses at the community center. To this end, a methodological triangle study method was applied to visiting nurses. As a result of analysis the delivery system of the home visit nursing care services, the perception and participation experience of nurses, it was found that it is necessary to supplement the program standards such as the number of visiting target, health assesment, and information system for the efficiency of the visit. It is suggested that policy alternatives should be developed by sharing the major issues raised in this study.

Public's Perception of Reimbursement for Advanced Practice Nurses' Education and Counseling in Intensive Care Units by the National Health Insurance (중환자실에서 전문간호사가 제공하는 교육상담의 국민건강보험 급여화에 대한 일반인의 인식조사 연구)

  • Ko, Chungmee
    • Journal of Korean Critical Care Nursing
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    • v.11 no.3
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    • pp.95-107
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    • 2018
  • Purpose : This study aimed to investigate the public's perception of reimbursement for the education and counseling services provided to advanced practice nurses in intensive care units. Method : This was a secondary data analysis study. The original data were collected utilizing an online panel. The sample comprised 615 individuals aged between 19 and 49 years nationwide. The study variables included the public's perception of reimbursement for education and counseling services, age, gender, education level, income, and health status. Variables such as past experience of being admitted to an intensive care unit by self, family, or relatives and the recognition of advanced practice nurses were also examined. Results : The mean of the perception score was 3.15 on a 4-point scale ranging from 1 (strongly disagree) to 4 (strongly agree). Among the participants, 89.2% answered "somewhat agreed" or "strongly agreed" to the question about the education and counseling services being covered by the National Health Insurance. Moreover, education level, past experience of being admitted to an intensive care unit by self, family, or relatives, and recognition of advanced practice nurses were significantly associated with the perception score. Conclusion : Efforts should be made to publicize the need for the education and counseling services that are provided to advanced practice nurses in intensive care units.