PURPOSE The purpose of this study was to explore the degree of delay in waiting time, and the relationships of waiting time, patient satisfaction, and revisiting intention of outpatient in general hospitals. METHODS The data were collected from June 22 to July 4, 2009. A total of 536 outpatients who visited 21 clinics of a general hospital were subjected to evaluate the waiting time. The survey tools used were the Korea Health Industry Development Institutes (2008) tool for patient satisfaction and Reichheld & Sasser (1990) for revisiting intention. The data were analyzed by SAS version 9.1, descriptive statistics, t-test, ANOVA, and Pearson correlation coefficient. RESULTS The mean patient's waiting time was 28.3+/-30.7 min, the revealed mean score of patient's satisfaction was 2.92, and the revisiting intention showed was 4.56. The waiting time was negatively correlated with patient's satisfaction (r=-.10, p<.019). Patient's satisfaction was positively correlated with revisiting intention (r=-.51, p<.001). CONCLUSION Waiting time management is an important factor of increasing patient's satisfaction and revisiting intention in general hospitals. It is mandatory that reservation management systems take into account the patient's characteristics of visiting outpatient department in order to shorten the real waiting time.
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PURPOSE The purpose of this study was to identify the effect of head nurse's emotional leadership on nurse's job satisfaction & organizational commitment. METHODS The subjects of this study were 385 nurses from four general hospitals and one university hospital. SPSS WIN 14.0 was used for data analysis. RESULTS Stepwise multiple regression analyses were used to examine the influences of research variables. The variable which predict nurse's job satisfaction were head nurse's emotional leadership (F=76.027, p<.01, adjusted R square=.166). The variables which predict organizational commitment were emotional leadership (F=27.839, p<.01, adjusted R square=.066), marital status (F=20.928, p<.01 adjusted R square=.03), respectively. CONCLUSIONS As a result of this study, head nurse's emotional leadership was defined as a important influential on both job satisfaction and organizational commitment of nurses. Therefore, it is needed to develop education programs for activating head nurse's emotional leadership.
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