Quailty improvement of Home care services -The reciprocity between Customer Satisfaction and Nurse's Job Satisfaction with Home Nursing Care

点击翻译按钮获取中文摘要

The purpose of this research was to detect whether there was any reciprocity between nurse's job satisfaction and customer satisfaction with home nursing care. The sample for this study was drawn from customers and home care nursing staffs within a public health center area in Kagoshima prefecture.The first survey was conducted in 2001. The relationship between each customer satisfaction (dependent variables) and nurse's job satisfaction (independent variables), was explored by stepwise multiple regression analysis. Customer's "Overall satisfaction" was associated positively significantly with "Relationship with customers" among nurse's job satisfaction dimensions. It was suggested that customer satisfaction with home care nursing depended potentially on the relationship between customer (caregiver) and home care nurse.The follow-up survey was conducted in 2002. It was reconfirmed that the customer satisfaction and job satisfaction in home nursing care services are related reciprocally at the follow-up survey. The internal structure about the customer satisfaction was analyzed. It was suggested that customer's "Overall satisfaction" was determined by nurse's job satisfaction on the posture in which a visiting nurse is tackled and the outcome which service brings about. The change of the nurse's job satisfaction and the customer satisfaction between twice surveys was analyzed. It was revealed that the higher degree of nurse's satisfaction to the service quality improvement was related with the higher degree of customer's "Overall satisfaction". As the intervention method from a nursing management viewpoint, the reciprocity explanation model was proposed. The model explain that the construction of the relationship with a good customers, and the improvement of the environment where care service is performed was connected with not only customer satisfaction but also nurses' burnout control.