• Quality Improvement in Health Care
• /
• v.7 no.1
• /
• pp.118-131
• /
• 2000

Background : A continuous healthcare quality improvement is needed to provide high quality healthcare service as well as to maintain trust in terms of satisfying the needs of the patients. Recently it also became an essential issue. in hospital management, recognized for it's competitive potentiality among healthcare organization groups. This study was conducted to analyze patient complaints and issues received by the Quality Improvement Department. Its purpose is to improve healthcare qualities within the hospital, as well as establish policies and appropriate strategies in hospital management. Method : From July 1st to September 30th of the year 1999, we analyzed all complaints and issues made by various patients and their families, which were received through 24 hour phone consultation, numerous suggestion boxes, letters and E-mails, The issues were classified into 16 different categories based on a Patient Satisfaction Assessment Tool. All data were segregated according to the departmental frequencies and their contents. To come up with for environmental and patient satisfaction improvement, all complaints or issues were communicated with hospital administrators, medical and nursing staff and employees. Comprehensive customer satisfaction activities including improving phone etiquette were discussed in Customer Satisfaction Team, CQI Team and each Department. All opportunities for improvement were implemented. Feedback actions were discussed. Results : A total of 317 cases were collected. Issues regarding parking and other accommodation facilities were most common complaints that were 14.5% of total. Issues regarding admission rooms (10.7%), admission procedures (10.7%), waiting room environment (8.8%), nurses and nurse assistants (7.6%), physicians (6.6%) and others (23%) followed. Thirteen of 45 departments received more than 8 complaints. The Nursing Department had the most complaint, receiving 9.8% of total complaints. Complaints regarding the Nursing Department were predominantly related to the environment of patient rooms. The Department of Psychiatry for phone etiquette (4.7%), Department of Otolaryngology for the nursing staff's attitude and phone etiquette (4.4%), and the Admission Department followed. As a part of efforts to improve patient satisfaction, a new parking structure was built and reallocation of the parking space was done. Renovation of other accommodation facilities were carried out by hospital administration, Monthly phone call and answering attitude survey was done by QI Department. Based on this survey we made a phone etiquette manual and distributed throughout the hospital. Compare to the last year, Patient Satisfaction Index measured by Korea Productivity Center using National Customer Satisfaction Index was improved 7 points. According to our organization's own study, we confirmed the phone etiquette was improved 11% than last year. Conclusions : Issues related to parking and other accommodation facilities ranked first followed by complaints made regarding the patient care area, the admission and cashier process, and nurses' and doctors' attitude. The Nursing and Psychiatry Departments need improvement regarding phone etiquette. Results were shared and played a vital role in policymaking and strategic planning of the hospital. It is imperative that we keep our database updated by listening to and solving the needs of each patient. The CQI activities can be achieved only by full commitment of the hospital top management supported by related personal.

• Journal of Korean society of Dental Hygiene
• /
• v.24 no.1
• /
• pp.57-67
• /
• 2024

Objectives: This study aimed to assess the impact of care workers' knowledge of elderly oral health, education on elderly oral healthcare and behavioral needs, awareness of elderly oral healthcare, and actual practices in elderly oral healthcare. Furthermore, it explores the mediating effects of elderly oral healthcare education and behavioral needs on the relationship between awareness and practice. Methods: Data were collected from October 11 to December 29, 2023, from 172 certified care workers employed in nursing hospitals and other workplaces. For analyzing the data, t-test, one-way ANOVA, Pearson's correlation, and hierarchical regression were conducted using SPSS Statistics 21.0. Results: Elderly oral health knowledge, education and behavioral needs, awareness, and practice were significantly higher among: those aged 51 years and older, female, primarily working in nursing hospitals, with a total career span of 10 years, higher job satisfaction, in organizations prioritizing elderly oral healthcare, and with superior education in elderly oral health. Elderly oral healthcare education and behavioral needs had partial mediating effects on the relationship between care workers' awareness and practice of elderly oral healthcare. Conclusions: The current practices and challenges in care workers' oral healthcare for the elderly will be analyzed, and recommendations and strategies for improving practices will be formulated.

• Korea Journal of Hospital Management
• /
• v.13 no.4
• /
• pp.76-100
• /
• 2008

The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty and to compare the causalities between in-patients and out-patients. A multi-group structural equation model was used to test the hypothesis of conceptual model. Empirical results indicate that two factors such as assurance and empathy have direct impact on service value and customer satisfaction in both the patients. In the results of multi-group comparison test, however, the path coefficients from service value to customer loyalty and from customer satisfaction to customer loyalty were different across the two groups. In out-patients, customer loyalty is more positively related with service value. In in-patients, customer loyalty is more positively related with customer satisfaction. It is proven that service quality influences customer loyalty. Therefore To compete successfully in today's volatile & competitive medical markets, the hospital needs to manage the service quality, considering the type of patients.

• Journal of Korean Biological Nursing Science
• /
• v.13 no.1
• /
• pp.44-52
• /
• 2011

Purpose: The purpose of this study was to examine the effects of a preference music therapy on anxiety and pain of cystoscopy. Methods: This study was performed using the quasi-experimental study design with non-equivalent control group pre-test and post-test. Total of 76 adult clients admitted to a tertiary hospital located in Daegu, South Korea were selected by convenience sampling 19 in the control and 57 in the experimental group. The data were analyzed by $x^2$, t-test, paired t-test, and repeated measures ANOVA using SPSS 17.0. Results: Implementing a preference music therapy was found to be effective in reducing anxiety level before cystoscopy in the present study. However, there were no significant effects of this preference music therapy in reducing pain and anxiety during cystoscopy. In addition, there were no significant effects of a preference music therapy on the patients' satisfaction of the anxiety, discomfort, and pain relieving. Conclusion: The findings support that implementing a preference music therapy may reduce anxiety before the cyctoscopy procedure. Therefore, it can be suggested that a preference music therapy needs to be consider-ed as a regular nursing intervention to reduce patient anxiety level before cystoscopy.

• Women's Health Nursing
• /
• v.17 no.4
• /
• pp.317-327
• /
• 2011

Purpose: This study was conducted to analyze and clarify the concept of the effective breastfeeding. Methods: This study used Walker and Avant's process of concept analysis. Results: Effective breastfeeding is how to give infant adequate milk, which fulfills needs of mother and infant, from her breast so that they can be satisfied with the process and results. It included the effective breastfeeding properties as follows: feeding behaviors (positioning, latch on, and suckling), transferring a breast milk to an infant, mother-infant interaction, and satisfying their desires (satisfaction, comfort, mother's self-confidence, infant's adequate weight gain and defecation, adequate breastfeeding interval). The antecedent of effective breastfeeding were anatomical and functional normal breast, breastfeeding knowledge and steady-state of mother, and feeding desire, rooting reflex and normal oral cavity of infant. The consequences of effective breastfeeding were exclusive breastfeeding, infant and maternal health and wellbeing, and achievement of mother and infant attachment. Conclusion: The meaning of effective breastfeeding defined in this study will contribute to develop the effectiveness breastfeeding assessment tool and the nursing intervention for ineffective breastfeeding.

• Journal of Digital Convergence
• /
• v.15 no.11
• /
• pp.395-405
• /
• 2017

This study was designed to examine the degree of empathic ability, gratitude disposition, and job satisfaction, and identify that the impact on job satisfaction of psychiatric nurses. Participants were 196 psychiatric nurses from 8 psychiatric hospitals in Korea. Data were collected from October 8 to 20, 2016 and were analyzed using independent t-test, one-way ANOVA, Pearson correlation coefficients and hierarchical multiple regression with the SPSS WIN 22.0 program. The mean score of job satisfaction was $3.3{\pm}0.34$, empathic ability was $3.5{\pm}0.28$, and gratitude disposition was $4.0{\pm}0.59$. The psychiatric nurses' empathic ability and gratitude disposition affected their job satisfaction, accounting for 18.5% of the total variance. Empathic ability influenced job satisfaction significantly (B=0.52, p<.001) for 17.0% of the variance. This study suggested that the development of training programs for improving job satisfaction needs to consider their empathic ability and gratitude disposition of psychiatric nurses.

• Women's Health Nursing
• /
• v.28 no.3
• /
• pp.174-186
• /
• 2022

Purpose: This study aimed to investigate the effects of virtual reality used in maternal-child nursing clinical practicums on nursing students' competencies through a systematic review. Methods: The inclusion criteria were peer-reviewed papers in English or Korean presenting analytic studies of maternal-child nursing practicums using virtual reality. An electronic literature search of the Cochrane Library, CINAHL, EMBASE, ERIC, PubMed, and Research Information Sharing System databases was performed using combinations of the keywords "nursing student," "virtual reality," "augmented reality," "mixed reality," and "virtual simulation" from February 4 to 15, 2022. Quality appraisal was performed using the RoB 2 and ROBINS-I tools for randomized controlled trials (RCTs) and non-RCTs, respectively. Results: Of the seven articles identified, the RCT study (n=1) was deemed to have a high risk of bias, with some items indeterminable due to a lack of reported details. Most of the non-RCT studies (n=6) had a moderate or serious risk of bias related to selection and measurement issues. Clinical education using virtual reality had positive effects on knowledge, skills, satisfaction, self-efficacy, and needs improvement; however, it did not affect critical thinking or self-directed learning. Conclusion: This study demonstrated that using virtual reality for maternal-child nursing clinical practicums had educational effects on a variety of students' competencies. Considering the challenges of providing direct care in clinical practicums, virtual reality can be a viable tool that supplements maternal-child nursing experience. Greater rigor and fuller reporting of study details are required for future research.

• Korean Journal of Occupational Health Nursing
• /
• v.19 no.1
• /
• pp.60-69
• /
• 2010

Purpose: This study was to investigate and identify the factors that affect the hotel workers' health status. Method: The subjects of this study were 261 randomly selected servers from a hotel located in Seoul. For the statistical analysis of collected data, descriptive statistics, $X^2$-test, ANOVA and Tukey's multiple comparison(Tukey's post hoc), multiple regression were done with the SAS(Version, 9.01) program. Results: The health status scores were significantly different depending on the type of their occupation. The health status and the subordinate concepts such as social function, role limitation-physical and bodily pain scores were significantly different. The factors that affect health status of foods & beverages workers were emotional labor, physical environment, social support and self efficacy. In culinary, they were affected by job satisfaction and the experience of seeing a doctor. The workers in room-service were affected by experience of quitting. Conclusion: To improve health status of the hotel workers, the results of the study suggest that physical environment, emotional labor, self-efficacy and job satisfaction be enhanced. As the frequency of seeing the doctor affected their health status, further study is recommended and systematic health promotion program needs to be developed.

• Journal of Korean Academy of Nursing Administration
• /
• v.8 no.1
• /
• pp.55-72
• /
• 2002

Purpose : This study aimed at understanding the lived experience of new graduate nurse in hospital setting.Method : This study was based on a phenomenological approach. For this study, 8 new graduate nurses participated. The unstructured in-depth interviews were carried out from June to October, 1998. The data was analyzed Van Kaam's method.Results : Clinical new graduate nurses experienced clinical adaptation and endeavor, professional conflict of nursing, disability of nursing performance, work stress and management, maladaptation of human relationships, diverse emotions of interpersonal relationships, change of personal identity, difference between theory and reality of nursing.Clinical adaptation and endeavor included to get familiar with hospital life, satisfaction and worth for nursing, to get familiar with scoldings, calm down by oneself, efforts for self-development. Professional conflicts of nursing included future uncertainties in the hospital, dissatisfactions in work, doubts and regrets in nursing.Disability of nursing performance included lack of knowledges and skills, desolate working, stresses from mistake in working. Work stress and management included psychological signs and symptoms, physical signs and symptoms, management of stress. Maladaptation of human relationships included unsuitabilities in nursing unit climate, difficulties in human relationship. Diverse emotions of interpersonal relationships included regrets and absurdities to clients, thanks and regrets to colleagues, difficulties with doctors, sense of rivalry with colleague nurses. Change of personal identity included to become narrowing life circle, change of personality. The differences between theoretical knowledge and practice included needs of systematic pre-education for clinical nursing practice, differences between nursing educations and clinical practices.Conclusion : Therefore, the human resource management reflecting new graduate nurses' experiences should be developed.

• Research in Community and Public Health Nursing
• /
• v.7 no.2
• /
• pp.203-215
• /
• 1996

Social security is concerned with ensuring all citizens maintain basic needs, community health nursing maintains and promotes health for all community members. Lately, This new area of community health nursing, concern social welfare has increased. The objectives of this study are, first, to analysis the activities of nurses at community social welfare institutes, second, to estimate nursing demand for social welfare areas. The study methods used were as literature review, an analysis of statistical data and case study etc. The analytical framework also included a demand analysis of nursing manpower in community social welfare areas. The major results are as follows; 1. Employees which work at social welfare institutes number 55,464, nursing manpower (including nurse aids) number 1,458 and this is 3% of the total employees. Within nursing manpower, nurses number 780, nurse aids number 670. 2. The rates of nurses among total employees were high in institutes for mental disorders and institutes for the age. 3. The salary level of nurses was lower than average and the rates of retirement showed a roughly middle level in welfare institutes. 4. The satisfaction level of nursing services was high, and it is the trend that nurses substitute for nurse aids which retire at social welfare institutes. 5. Nurse demand that follows legal criteria is 2,221, but only 35% are working. It is therefore insufficient from the minimum of 733 to a maximum 1433. 6. The sufficiency rates by institution were high at institutes for vagrants, aged and the handicapped. In conclusion, the conditions are of nurses which are working in with the social welfare institutes are poor. Also the number of nurses compared rates of demand were in surplus. But, the basic direction of welfare policy is universal-preventive and provision of the family and of community centered service, and nursing service demand in the social welfare institute will increase continuously, we predict. Therefore, we will need a positive plan such as the development of an inservice education program and the construction of an information collection system etc.