• 서비스연구
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• 제7권1호
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• pp.53-64
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• 2017

최근 점점 높아지는 고객의 욕구를 충족시키고 그에 따른 고객만족도의 향상을 위하여 고객접점 직원들에 대한 서비스 교육훈련의 필요성이 증대되고 있다. 이러한 서비스 교육훈련은 고객만족도 향상을 위해서 뿐만 아니라 고객을 응대하는 접점직원들의 고객응대에 대한 서비스 역량을 향상시켜 주기 때문이다. 본 연구에서는 서울메트로 고객접점 파트에서 근무하는 2013년부터 2016년 상반기 사이에 입사한 신입 역무원들을 대상으로 설문조사를 실시하여 이들이 신입사원 양성교육을 통한 서비스교육훈련을 받은 후 현장에 배치되었을 시 고객접점에서 고객을 응대하고 서비스를 제공 하는데 있어 직무에 대한 만족도 및 조직에 대한 충성도에 어떠한 영향을 미치는지에 대한 실증적 연구를 진행하여 보다 나은 교육프로그램으로 개선점을 찾고 사업 전반에 걸친 서비스교육훈련의 중요성에 대한 인식을 일깨우려한다.

• 가정과삶의질연구
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• 제21권1호
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• pp.1-12
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• 2003

Day care center for the elderly is an alternative for community care for frail elderly who need social participation and physical cares and services outside the family. The purpose of this study was to identify the present situation of day care center for the elderly and to suggest desirable interior space plans for elderly day care center. Data were collected by two ways; a mail survey and case studies of existing day care centers. Five cases of day care centers were analyzed to find out Physical and space problems, available programs and services. Also, the staffs in 96 day care centers for the elderly in nationwide were selected for a mail survey and 68.8 percentage of all was collected and analyzed. From the result of case studies, narrow space and lack of accessibility features for wheelchair or other prosthetic devices were the major problems. From the result of a mail survey analysis, the elderly users were over 73 years old, and high proportion had suffered from dementia and apoplexy Also, staffing ration was 1:7 In other words, one staff was caring of 7 old people, and supporting staff was insufficient. Therefore, supportive, therapeutic environment Was more important issue to improve quality of care. Separate program room and outdoor space, lounging space, treatment room by gardening, separate counselling room, bedroom, a simple kitchen unit, staff office, separate physical treatment room, resting room for staff was indicated more necessarily. When priority of planning interior space was safety followed by accessability and convenience, it was also reported that sire of each room was generally narrow. The most serious problem in interior space was the lack and narrowness of space, and accessible features for mobility. Based on the literature review and the findings of this study, two types of floor plans for elderly day care center were suggested;‘a mixed type for the elderly with and without dementia’and‘a separate type for the elderly with dementia.’The main goals for designing interior space for two types of elderly day care center were to provide safe environment, encouraging environment for remaining abilities of users, sanitary environment, therapeutic environment, familiar environment, and socially-encouraging environment. The recommendations for further studies were suggested.

• 정보관리연구
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• 제41권3호
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• pp.85-104
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• 2010

이 연구는 NDL 정보광장의 이용자를 대상으로 이용행태와 서비스품질에 대한 조사를 실시하고, 동시에 직원들에게도 직원들이 예상하는 이용자의 이용행태 및 서비스품질에 대한 조사를 병행하여 실시하였다. 조사 결과 '디지털열람실'과 '이용안내서비스', '일반 인터넷 정보'를 가장 많이 이용하고 있으며, 가장 만족하는 것은 시설, 서비스, 콘텐츠로 조사되었다. 전반적인 만족도와 충성도, 직원, 정보자원 및 서비스, 시설 및 환경 등 각 부문별 서비스품질과 부문별 서비스품질에 대한 전반적인 만족도에서 직원이 예상하는 것보다 이용자의 인식이 더 높은 것으로 나타났다.

• 한국보육지원학회지
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• 제10권4호
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• pp.5-28
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• 2014

우리나라는 양적으로 확대된 어린이집의 보육서비스 질을 제고하기 위해 2005년 1월 영유아보육법을 개정하면서 보육교사의 자격 기준을 강화하였다. 이후 원장의 국가자격증 도입, 명칭 변경, 원장과 보육교사 자격기준 강화와 보수교육 체계 정비, 보육교사 자격취득 보육관련 교과목 및 학점기준 강화, 2012년에는 보수교육 보육교사자격검정 등 업무위탁관련 조항을 정비하는 등 보육교직원 관련 법적 근거의 변화가 있었다. 이는 보육교직원이 보육의 질 향상과 밀접한 관련이 있으며 영유아에게 직접적인 영향력을 주는 매우 중요한 변인이기 때문이다. 본 연구에서는 보육교직원과 관련된 법적 근거 규정이 계속 강화되고 있는 시점에서 문헌조사와 분석을 통해 보육교직원의 현황과 발전방향을 서술하고자 하였다. 본 연구는 크게 3가지 측면을 다루고 있다. 첫째, 보육교직원 관련 역사적 흐름을 리뷰하고 보육교직원의 개념과 역할, 전문성, 법적지위를 조사 분석하였다. 둘째, 보육교직원의 양성기관, 자격체계, 재직 보육교직원, 처우의 현황을 조사하였다. 셋째, 이 모든 것을 토대로 양성체계, 자격기준, 보수교육과 훈련체계, 처우개선 및 지위 향상을 위한 발전방향을 제안하였다.

• Journal of Hospice and Palliative Care
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• 제24권2호
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• pp.130-134
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• 2021

In the era of coronavirus disease 2019 (COVID-19), social distancing and strict visitation policies at hospitals have made it difficult for medical staff to provide high-quality end-of-life (EOL) care to dying patients and their families. There are various issues related to EOL care, including psychological problems of patients and their families, difficulties in EOL decision-making, the complicated grief of the bereaved family, moral distress, and exhaustion of medical staff. In relation to these issues, we aimed to discuss practical considerations in providing high-quality EOL care in the COVID-19 pandemic. First, medical staff should discuss advance care planning as early as possible and use the parallel planning strategy. Second, medical staff should play a role in facilitating patient-family communication. Third, medical staff should actively and proactively evaluate and alleviate dying patients' symptoms using non-verbal communication. Lastly, medical staff should provide care for family members of the dying patient, who may be particularly vulnerable to post-bereavement problems in the COVID-19 era. Establishing a system of screening high-risk individuals for complicated grief and connecting them to bereavement support services might be considered. Despite the challenging and limited environment, providing EOL care is essential for patients to die with dignity in peace and for the remaining family to return to life after the loved one's death. Efforts considering the practical issues faced by all medical staff and healthcare institutions caring for dying patients should be made.

• 가정간호학회지
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• 제19권2호
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• pp.119-126
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• 2012

Purpose: The purpose of this study is to identify clubhouses general characteristics, core services, funding sources and costs in Korean Clubhouse Model, and to compare with Korean and international clubhouses. We explored the annual budget, cost per member, and cost per visit for 1 year. Methods: The data were collected from 14 Korean clubhouses and analyzed using descriptive statistics and Spearman's rank correlation with the SPSS 14.0 program. Results: The average of clubhouse operating period was 8.2 years. There were an average of 40.4 active members; among them, 84.1% were schizophrenia. In addition, there were an average of 5.8 staff and 15.3 services in each clubhouse. Cost estimates were as follows: annual budget (excluding housing) $223.633, cost per member $5,704, and cost per visit $21.35. There were significant difference among the annual budget, number of staff, number of service, and active members, but hours of Work-Ordered Day and social activities hours were not statistically significant. Conclusion: Findings provide a more understanding of operations, programs, and costs of Korean clubhouses.

• 대한한의진단학회지
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• 제16권2호
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• pp.11-22
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• 2012

Objectives : This study aimed to analyze and summarize the utilization of oriental medical services in korea. Methods : From 3 Korean databases (National Assembly Library, Korea Education Research Information Sharing Service, and National Discovery for Science Leaders), published between 2001 and 2011, we were obtained 17 studies that involved the utilization of oriental medical services. Results : We found that women, elderly patients, and patients with low education levels and those with musculoskeletal and cerebrovascular diseases preferred to use oriental medical services. Other variables such as trust and kindness of staff and positive perceptions of the treatment effect were found to be significant determinants for utilizing oriental medical services. Conclusions : The utilization of oriental medical services would be related with gender, age, education levels and diseases. Also to confirm the reasons for patients to choose oriental medical services, further studies should be conducted using the highest methodological standards.

• 대한한의학회지
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• 제31권2호
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• pp.124-136
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• 2010

Objective:: This study aimed to examine the customers' utilization of and satisfaction with oriental medical clinics in South Korea. Method: The data for this study were collected from 1,208 patients of 391 oriental medical clinics through a mail questionnaire survey from September to December 2008. The collected data were analyzed by the frequency analysis and $X^2$-test. Results: The results of the study were as follows. First, the most important reason that patients used oriental medical services was to get both oriental and western medical services simultaneously, because they thought such approach would be more effective for treating their diseases. Second, two important reasons that patients visited oriental medical clinics were "the reputation of and trust in the oriental medical clinics" and "the recommendation of their family and friends". Third, many patients of the oriental medical clinics have concerns about the "high prices and the outcome of oriental medical services". Fourth, the most preferred oriental medical service was "acupuncture". Fifth, it was found that 75% of the respondents were satisfied with the services they had received. They told that the outcome of the care and the kindness of the clinics' staff were very important factors that have an impact on their satisfaction. Conclusion: The study results imply that oriental medical clinics have to make an effort to strengthen their reputation and trust in the community through the scientific validation of oriental medicine, differentiated services mixed with traditional value, customer relationship management, reasonable and acceptable price of the services, staff education, and continuous quality improvement.

• 치위생과학회지
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• 제23권2호
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• pp.154-168
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• 2023

Background: Legal regulations and fees have been established in Korea to provide visiting oral health care services to individuals with long-term care insurance (LTCI). However, beneficiaries of this service are very limited. Therefore, to improve the Korean system we propose a comparative analysis with the Japanese system. Methods: This study is a descriptive analysis based on secondary data, such as statistics, laws, and service record forms from Korea and Japan. The most recent institutional documents were obtained through a Google search. The variables investigated were financial resources of LTCI, co-payment structure, monthly limit of LTCI benefits, care levels of LTCI, service providers, service costs, contents of service, and the number of cases of service. Results: In both Korea and Japan, LTCI is financed through a combination of taxes and insurance premiums. However, the monthly limit for receiving LTCI services in Japan is about 2.4 times higher than in Korea. Visiting medical and dental treatment is also possible in Japan. Furthermore, nursing staff can provide daily oral health care services according to dental hygienists' instruction unlike Korea. Oral health care services in Korea are focused on oral hygiene and prevention of oral diseases, while Japan additionally provides oral function screening, patient education for oral health management, and training for nursing staff to enhance oral function, eating, and swallowing of the patients. Conclusion: We concluded that the possibility of visiting dental treatment, differences in monthly limit of LTCI benefits, oral function assessment and guidance, as well as collaboration with other healthcare professionals contributed to the difference in the frequency of utilization of visiting oral health care services between Korea and Japan.

• 임상간호연구
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• 제26권1호
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• pp.75-85
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• 2020

Purpose: The purpose of this study is to develop a nursing salary guideline for Korean hospitals. Methods: Literature review and a mobile survey were conducted regarding staff nurses' salary. Regression analysis and simulation model were applied to develop the nurses' salary guideline. Results: The United Kingdom, Australia, and Germany have standard salary guidelines which demonstrated the standard salary of nurses. These were determined mainly by nursing experience and expertise. The results of the mobile survey indicated that the maximum to minimum ratio of the salary was as high as 4.5 among staff nurses working in Korean hospitals. Two models (exponential and linear) for a standard nursing salary guideline were developed and the simulation results demonstrated an improved salary structure for staff nurses. Conclusion: This developed salary guideline for staff nurses is recommended to be applied in Korean hospitals which provide total nursing care services.