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

居家护理服务质量提升——居家护理顾客满意度与护士工作满意度的交互作用

• 批准号: 13672461
• 负责人: HATANO Hiromichi
• 金额: $ 1.79万
• 依托单位: Kagoshima University
• 依托单位国家: 日本
• 项目类别: Grant-in-Aid for Scientific Research (C)
• 财政年份: 2001
• 资助国家: 日本
• 起止时间: 2001 至 2003
• 项目状态: 已结题
• 来源: https://kaken.nii.ac.jp/grant/KAKENHI-PROJECT-13672461/
• 关键词: home care services; customer satisfaction; job satisfaction; reciprocity; home nursing care; quality improvement; 訪問介護

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.

本研究的目的是检测护士的工作满意度和顾客对家庭护理的满意度之间是否存在互惠关系。本研究的样本来自鹿儿岛县公共卫生中心区域内的客户和家庭护理人员。第一次调查于2001年进行。采用逐步多元回归分析，探讨各客户满意度（因变量）与护士工作满意度（自变量）之间的关系。护士工作满意度各维度中，顾客“整体满意度”与“顾客关系”显著正相关。结果表明，顾客对家庭护理的满意度可能取决于顾客（照顾者）与家庭护理护士之间的关系。这项后续调查于2002年进行。在后续调查中，再次确认了家庭护理服务的顾客满意度与工作满意度之间的相互关系。分析了顾客满意度的内部结构。顾客的“整体满意度”是由护士对来访护士的姿态和服务结果的工作满意度决定的。分析两次调查期间护士工作满意度和顾客满意度的变化情况。结果显示，护理人员对服务质量改善的满意度越高，顾客的“整体满意度”也越高。从护理管理的角度出发，提出互惠解释模型作为干预方法。该模型解释了良好客户关系的构建和护理服务环境的改善不仅与客户满意度有关，而且与护士的倦怠控制有关。