Hyunjung Ko, Nara Han, Seulki Jeong, Jeong A Jeong, Hye Ryoung Yun, Eun Sil Kim, Young Jun Jang, Eun Ju Choi, Chun Hoe Lim, Min Hee Jung, Jung Hee Kim, Dong Hyu Cho, Seok Hee Jeong
J Korean Acad Nurs Adm 2024;30(5):529-542. Published online December 31, 2024
Purpose This study aimed to explore customer perspectives of nursing services in tertiary hospitals. Methods The data comprised mobile Voice Of Customer (VOC) data related to “nursing” or “nurses” generated from June 25, 2019, to December 31, 2022, in a tertiary hospital. A total of 44,727 VOC data points were collected, of which 4,040 were selected for the final analysis. Text network analysis and topic modeling were conducted using NetMiner 4.5.1. Results Topic modeling identified five topics for positive aspects and four topics for areas requiring improvement.
The positive aspects were: 1) sincere nursing care; 2) rapid response from professional medical staff; 3) teamwork for delivering customer-centric services; 4) provision and coordination of system-based healthcare services; and 5) customer-focused responsiveness. The areas requiring improvement were: 1) demand for skilled nursing care tailored to customer expectations; 2) demand for enhanced communication and reduced mechanical responses; 3) demand for appropriate handling of diverse situations; and 4) demand for overall improvements to the healthcare system, including reservation systems. Conclusion These results may be used to enhance customer and patient experiences in tertiary hospitals and are necessary for utilization from a hospital management perspective.
Purpose This study aimed to identify the factors influencing job satisfaction among nurses working in integrated nursing care wards. Methods The study participants were 196 nurses working in integrated nursing care wards at four general hospitals and one tertiary hospital. Data were collected using structured questionnaires from April 11 to 25, 2022, through an online survey. Data were analyzed using descriptive statistics, t-test, one-way ANOVA, Pearson correlation, and stepwise multiple regression with SPSS/WIN 26.0. Results The factors influencing job satisfaction of participants were team structure (β=.32, p<.001), role conflict regarding nursing practice (β=-.24, p<.001), mutual support (β=.23, p<.001), master's degree or higher(β=.16, p=.004), and spousal presence (β=.15, p=.005). Conclusion The findings of this study suggest that the tasks and roles of team members should be clarified, and a supportive team culture of mutual cooperation should be fostered to improve the job satisfaction of nurses working in the integrated nursing ward. In addition, it is necessary to reduce role conflict by providing support focused on allocating tasks that can strengthen the role of professional nurses.
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Purpose This study investigated the mediating effect of patient participation culture in the relationship between ethical leadership and performance in patient-engaged nursing services. Methods This study employed a cross-sectional descriptive online survey design. The sample comprised 104 nurses from small- and middle-sized Korean hospitals.
Data were collected between May 10 and September 10, 2019 using the Smart Patient Engagement Assessment Checklist, Korean versions of the Patient Participation Culture Tool for healthcare workers, the Ethical Leadership Scale, and a questionnaire about nurses' demographic and work characteristics. A mediation analysis was conducted using multiple regression and a simple model applying the PROCESS macro using SPSS/WINdows software version 26.0. Results Ethical leadership directly affected (c'=0.28, p<.001) performance in patient-engaged nursing services. Patient participation culture partially mediated the relationship between ethical leadership and performance in patient-engaged nursing services (a ․ b=0.51×0.20=0.10, 95% Boot CI=0.18~0.20). Conclusion Optimizing the patient participation culture and adherence to ethical leadership among hospital administrators and managers can improve nurses' performance in patient-engaged nursing services. Nurse managers' ethical leadership should be strengthened, and patient participation culture should be encouraged at policy levels through systematic nurse education on patient safety and engagement to enhance performance-engaged nursing services.
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Purpose This study aimed to develop a discharge nursing service model (DNSM), including one that accounts for the role of discharge nurses and the discharge nursing process for heart failure patients (HFP) with a high readmission rate, and to verify its clinical feasibility. Methods As a methodological study, DNSM was established through a literature review and benchmarking, and the clinical feasibility of the expert group was confirmed through the Delphi technique. Results Through a literature review and the benchmarking, the DNSM for HFP was formulated. The nine core competencies are professional nursing practice, education, counseling, advice, ethical decision-making, research, collaboration, evidence-based practice, and leadership. In addition, fifteen criteria and 42 indicators were added as detailed items. The discharge process comprised five stages and 25 processes identified by analyzing and integrating the content of discharge nursing intervention required for HFP by period-from hospitalization to 30 days after discharge.
Content validity was verified by the twofold application of the Delphi technique, and the average CVI was over 0.92. Conclusion In terms of quality management, developing an efficient system or service is necessary to prevent readmission, and developed DNSM should be continuously revisioned and reinforced through follow-up studies.
Purpose This descriptive study aimed to identify the effects of purposeful and timely nursing rounds on patients' perception of the quality of nursing services and nurses' perception of nursing rounds. Methods Intentional nursing rounds were conducted by communicating patients’ questions on pain, position, pump, potty, and possessions. A total of 144 nurses and 149 patients participated, and data were collected using self-report questionnaires. The independent t-test, x 2 test, and Wilcoxon’s rank-sum test were used to analyze the data with SPSS version 24.0. Results Although intentional nursing rounds improved the nurses’ perception of nursing rounds, there was no significant difference. The nurses’ benefit had the lowest score (3.36), and the benefit of communication with patients had the highest score (3.79).
Intentional nursing rounds significantly improved the patients’ perception of the quality of nursing services in the intervention group. Among the factors of empathy (Z=4.98, p<.001) related to the quality of nursing services as perceived by the patient, assurance (Z=5.50, p<.001), reliability (Z=4.43, p<.001), and responsiveness (Z=5.02, p<.001) significantly increased. Conclusion Intentional nursing rounds positively affected patients’ perception of the quality of nursing service. It is important to improve intentional nursing rounds to enhance nurses’ perceptions of them.
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Purpose This study aimed to confirm the association between job crafting and quality of nursing services among Korean clinical nurses, as well as the mediating effect of work engagement.
Methods: Data from 194 hospital nurses were surveyed in this descriptive cross-sectional study. They were collected from May 17 to May 28, 2021, using self-report questionnaires. The collected data were analyzed using descriptive statistics, independent t-test, one-way analysis of variance, Scheffé test, Pearson's correlation coefficient analysis, and multiple regression using the SPSS/WIN 24.0.
Results: Job crafting was positively associated with work engagement (r=.55, p<.001) and quality of nursing services (r=.66, p<.001). Furthermore, work engagement had a mediating effect on the relationship between job crafting and quality of nursing services (Sobel test: Z=2.58, p=.010). These variables explained 45.0% of the variance in the quality of nursing services.
Conclusion: The impact of job crafting on the quality of nursing services among clinical nurses was mediated by work engagement. Therefore, to improve the quality of nursing services, it is necessary to develop an educational program to increase job crafting and work engagement.
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