• Quality Improvement in Health Care
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• v.8 no.2
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• pp.160-171
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• 2001

Background : This study was conducted to compare the level of satisfaction between mothers who were educated on the care of newborns by video-taped method and those by verbal one before discharge. Methods : Fifty-two mother (verbal method group) from a free standing OB & GY hospital in Wonju City and forty-seven mothers (videotaped method group) from the OB & GY section of Wonju Christian Hospital(WCH) were selected for a study sample. The knowledge and understanding of newborn care and the degree of maternal satisfaction were assessed after the education by self-administered questionnaires. The opinions of the 11 nurses of WCH who were involved in the education were also collected by a questionnaire. Results : With respect of the level of understanding and satisfaction with the discharge education on newborn care, there is no significant difference between the videotaped educated group and verbal educated one. The correlation analysis of the video education group revealed a strong correlation between the score of understanding and satisfaction with the discharge preparation(r=0.409, p=0.01), and between the satisfaction scores for discharge preparation and discharge education(r=0.844, p=0.001). As for the verbal education group, the score of understanding also correlated significantly with both the score of satisfaction with the discharge education(r=0.272, p=0.001) and the discharge preparation(r=.680, p=0.001). Conclusions : This study showed that the discharge education to mothers regarding newborn care by a videotaped method does not improve the understanding or satisfaction of the mothers. However, the response to the mode of discharge education varies by the characteristics of the mothers. In conclusion, the characteristics of the mother should be considered in order to improve the understanding and knowledge of newborn care when the mode discharge education is chosen.

• Journal of Korean Academy of Nursing
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• v.20 no.3
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• pp.368-380
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• 1990

A central issue in the development of nursing practice is to describe the phenomenon with which nursing is concerned. To identify the health problems which can be diagnosed and managed by the nurse is the first step to organize and ensure the development of nursing science. Therefore the academic world has been discussing the application of the nursing diagnosis in nursing practice as a means of improving quality of care. The objectives of this study were to develop a standardized nursing care plan for ten selected nursing diagnoses to form a database for computerized nursing service. The research approach used in the study was (1) the selection of the ten nursing diagnoses which occur most frequently on medical-surgical wards, (2) the development of a standardized nursing care plan for the ten selected nursing diagnoses, (3) application of the plan to hospitalize patients and evaluation of the content validity by the nurses, and (4) evaluation of the clinical effects after the use of the standardized nursing care plans. The subjects were 56 nurses and 395 hospitalized patients on two medical and two surgical unit. The results of this study were as follows ; 1) The ten selected nursing diagnoses for the development of the standardized nursing care plans were “PAIN, SLEEP DISTURBANCE, ALTERED HEALTH MAINTENANCE, ALTERATION IN NUTRITION, ANXIETY, CONSTIPATION, ALTERED PATTERNS OF URINARY ELIMINATION, DISTURBANCE IN BODY IMAGE, POTENTIAL FOR ACTIVITY INTOLERANCE AND ACTIVITY INTOLERANCE”. 2. The developed standardized nursing care plans included the nursing diagnosis, definition, defining characteristics, etiologic or related factors that contribute to the condition, recording pattern, desired outcomes and nursing orders (nursing interventions). 3. The plan was used with hospitalized patients on medical - surgical wards to test for content validity. The patient's satisfaction with the nursing care and nurses' job satisfaction were investigated to evaluate the clinical effects after the use of the standardized nursing care plans. A comparison of patient satisfaction with nursing care before and after the introduction of the standardized nursing care plans showed a statistically significant higher level of satisfaction with the standardized care plans. There was no difference in the level of job satisfaction expressed by the nursing staff before and after the standardized nursing care plans were introduced. However, when opinions about the use of the standardized nursing care plans were examined it was found that there was a positive effect on clarity in defining the nursing problems, determining nursing cost, more feasible goal setting, effective and systematic nursing records and indications for nursing research. The results of this study suggest that in order to increase the use of nursing diagnoses in the clinical area, it would be effective to select some wards as a pilot project, give the nurses training in the use of nursing diagnosis and develop and use the standardized nursing care plans. In addition to the ten diagnosis used in this study it is recommended that continual development of nursing diagnoses be done using diagnoses that are appropriate to Korea and testing them for validity through standardized care plans.

• 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.

• Journal of East-West Nursing Research
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• v.25 no.2
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• pp.128-137
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• 2019

Purpose: The purpose of the study was to investigate the relationships between knowledge of dementia care, attitude toward dementia and person-centered care among nurses in geriatric hospitals. Methods: Participants were 115 nurses from the seven geriatric hospitals. Data were collected from September $5^{th}$ through $21^{st}$ in 2018 and analyzed using t-test, ANOVA, Pearson's correlation coefficients and hierarchical multiple regression. Results: Person-centered care was significantly different according to satisfaction with income, career of geriatric hospital, application of their opinions, and the satisfaction with hospital managers, administrators and nurse managers. Also person-centered care showed a significant positive correlation with the attitude toward dementia. Predictors of person-centered care were the satisfaction with hospital managers and the attitude toward dementia, which explained 23.0% of the variance. Conclusion: The findings of this study indicate that the attitude toward dementia and the satisfaction with the hospital organization were related to the person-centered care in geriatric hospitals. Therefore, the strategies to improve the attitude towards dementia should be carried out to enhance the person-centered care among nurses in geriatric hospital.

• The Journal of Advanced Prosthodontics
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• v.4 no.1
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• pp.43-51
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• 2012

PURPOSE. The objective of this study was to evaluate the effect of sociodemographic factors on quality of satisfaction towards denture treatment. MATERIALS AND METHODS. One hundred subjects (filling inclusion criteria) who were wearing a denture for at least two months were enrolled and divided into five groups on the basis of sociodemographic variables (age, gender, literacy level, socio-economic and marital status). Questionnaires consisting of 38 questions (positive and negative attitude towards denture satisfaction) related to patients' perception of clinical outcome in different domains such as mastication, appearance, speech, comfort, health, denture care and social status were scored by the subjects. Questions reflecting positive attitude were scored as 2, 1, or 0 (yes, uncertain and no, respectively) and reversely for the negative questions. Statistical analysis was done by using Statistical Package for Social Sciences (${\alpha}$= .05). RESULTS. Level of denture satisfaction was higher in age subgroup belonging to 45 - 65 years of age in relation to comfort, health and denture care. Female and male showed significant priority for denture treatment because of esthetic and function respectively. Level of satisfaction was statistically significant with literacy level. Upper high income group showed significantly higher level of satisfaction only in case of social status. Married group showed significantly higher satisfaction level only with comfort. CONCLUSION. Patients' sociodemographic variables were influential factors on denture satisfaction.

• Health Policy and Management
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• v.23 no.2
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• pp.145-151
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• 2013

Background: The objective of this study was to explore patient family's evaluation of emergency department (ED) service satisfaction and to compare these with ED staff perception of patient family's evaluation. Methods: Based on two surveys of the National Emergency Medical Center: the 2008 National Survey for Recognition and Satisfaction towards Emergency Medical Services and the 2008 Opinion Survey of Emergency Medical Service Providers, satisfaction gaps among physicians, nurses, and patient family were evaluated by Kruskal-Wallis tests and Wilcoxon-Mann-Whitney tests. Furthermore, the factors associated with satisfaction of emergency medical service were identified by ordinal logistic regression models. Results: There were statistically significant gaps among physicians, nurses, and patient family in overall satisfaction with ED visit, length of stay in ED, enough explanation, physicians/nurses kindness, and ED facilities. Age and income in the patient family model, the number of beds in hospital, job satisfaction and year of service in the physicians model, and the number of beds in hospital, job satisfaction and the number of patients per duty hour in the nurses model were statistically significant factors associated with evaluation/ perception of ED service satisfaction. Conclusion: Patient satisfaction is an important indicator of the quality of care and service delivery in the ED. To improve and understand satisfaction in ED service, a dyadic view of the evaluation of service quality and satisfaction-that is, from the perspectives of both the patient and the emergency medical service providers-should be concerned.

• Journal of the Health Care and Life Science
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• v.9 no.1
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• pp.117-128
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• 2021

This study was performed to investigate health care system satisfaction and reform need using the data from the '2019 Health Care Experience Survey'. For 8,349 data with experience in medical use, health care system satisfaction and reform need level was analyzed by t-testing and ANOVA by characteristics of the study subjects, and multiple regression was conducted. Research has shown that health care users' recognition of the health care system is relatively low compared to reliability and satisfaction. It is necessary to promote policies and health care systems for senior citizens, low education levels. Since the reliability has the biggest impact on the satisfaction of the health care system, government should establish policies that they can trust, and in the process, they should gather opinions from the public and secure credibility through social consensus. Medical users were sympathetic to the need for reforms in the health care system, and felt the need to support vulnerable areas and vulnerable groups the most.

• Quality Improvement in Health Care
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• v.26 no.2
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• pp.66-76
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• 2020

Purpose:Hospitals provide top medical service using exceptional manpower, medical technology, and state-of-the-art equipment, thus raising the standard of customer satisfaction. In addition, their medical service is becoming higher than before. One-stop service is a good way to improve the quality of customer-centered service as a qualitative marketing strategy. This study thus aims to facilitate subsequent research and compare customer satisfaction before and after one-stop service. Methods: The study included 72 patients who received the reserved examination and one-stop service for 20 days from April 23 to May 12, 2014. The surveyed questionnaire data were analyzed using SPSS 18.00. Results: The comparison results of customer satisfaction showed that the satisfaction score was generally high in the areas of kindness of examination staff, the speedy/accuracy of work processing of examination staff, and the kindness of reservation staff. The group before one-stop service showed their dissatisfaction with repeated visits and difficulty of booking a desired day. The group after one-stop service showed dissatisfaction with the long waiting time for examination or same-day treatment. Conclusion: The one-stop service showed good results, but new uncomfortable issues for the customer were revealed as well, which may result in more work of employees. Considering the characteristics of various clinical departments, the author hopes to find an efficient operation plan through the development and improvement of an appropriate one-stop service method.

• Journal of dental hygiene science
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• v.8 no.4
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• pp.215-224
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• 2008

In order to meet the medical demand according to the changing medical environment and to provide patients with quality dental treatment and improve treating environment by establishing reasonable management plan, with 149 patients for whom continuous dental health program has been applied, the degree of satisfaction with the dental treatment, and the influence factors on the satisfaction were investigated. Using the SPSS Ver. 13.0, mean value analysis were performed on the satisfactions with dental care service and the quality of dental care service according to general characteristics, and regression analysis were performed on the influence of general characteristics and the degree of satisfaction with dental care service on the satisfaction of dental treatment. The result of the multiple regression analysis revealed the human (staff), environment, and the procedure of treatment as the influence factors of the satisfaction with dental treatment. Systematic management and training should be implemented to improve the quality of dental care service and enhance the satisfaction.

• Quality Improvement in Health Care
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• v.2 no.2
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• pp.130-145
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• 1996

Purpose : the management of University Hospital is being challenged in maintenance of reasonable level of income and high ranked reputation by domestic competition with each other and emergence of enterprised owned hospitals. It is imperative that University Hospitals have to make management for patient satisfaction. Furthermore, increased patient's requirement for qualified hospital services (quality assurance) and low-estimated service fee also repress the hospital management condition as well as medical markets open following with Urguay Connection. Due to these unforable conditions surrounding hospital management, -University Hospitals are being pressed to seek improved management strategies. To develope the strategies, we need to have basic understanding about the problems on hospital management and detail information for various patient's requirement. Methods: For this study, we have analysed out-patients from five different University Hospitals located in Seoul, Korea. To obtain the data, we have carried out personal interviews with patients who patients who visit the Out-Patient Clinics of five different University Hospitals using a previously prepared questionnaire. Result: Around 65.7 percent of the visits to University Hospitals were indwelt in the vicinity of 1 hour and motuvation of visiting University Hospital was expending high wuality medical csre in 49.3 percent. The 79.3 percent of the patients have experienced inconvenience during medical care in University Hospital. The most inconvenient condition was waiting for doctors. The 57.2 percent of total patient have experienced rudness. The most rudness condition was registration and receipt desk in 44.4 percent. Patient expect that doctors working in University Hospitals as professors have high and updated medical knowledge(50.4%) and University Hospitals have a high quality medical care system(79.4%). The patient satisfaction was relatively low in 61.1 percent of total patient and revealed high frequency of again visit University Hospital in satisfaction group. Comparison of interhospital analytical study showed quite difference on various problems. Conclusion: Almost patients who visit to Out-Patient Clinic of University Hospital havevisiting motivation to high quality medical care. University Hospitals have several different unsatisfactorial factors and revealed different degree of patient satisfaction. In a future day, University Hospitals have to make use of another University Hospital's merits for approach of Benchmarking and also should be studied decision factors of patient satisfaction and interhospital difference of them.