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Choi: A Concept Mapping Study of Good Service Experience among the Elderly Residents of Long-term Care Facilities
Original Article

Korean Journal of Adult Nursing 2016; 28(6): 669-679.

Published online: 31 December 2016

DOI: https://doi.org/10.7475/kjan.2016.28.6.669

A Concept Mapping Study of Good Service Experience among the Elderly Residents of Long-term Care Facilities

Hyoungshim Choi, Ph.D., RN

Researcher, Institute of Health · Environment, Seoul National University, Seoul, Korea.

Corresponding author: Choi, Hyoungshim. Institute of Health · Environment, Seoul National University, 1 Gwanak-ro, Gwanak-gu, Seoul 08826, Korea. Tel: +82-2-880-2750, Fax: +82-2-887-2750, hyoungshim@daum.net

Received 15 October 2016       Revised 29 November 2016       Accepted 19 December 2016

© 2016 Korean Society of Adult Nursing

(open-access):

This is an open access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (http://creativecommons.org/licenses/by-nc/3.0/), which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.

Abstract

Purpose

The purpose of this study was to explore the reported good service experiences from the perspective of elderly residents of long-term care facilities.

Methods

Of those residents who are 65 years old or older, 14 residents whose length of stay were one month or longer and scores of the K-Mini Mental State Examination were 15 or higher were interviewed. The interview data formed the basis for the empirical statements about the reported nature of patients' experiences as residents of long-term care facilities. These data were used in concept mapping.

Results

Through multidimensional scaling analysis and hierarchical cluster analysis, 62 core statements, two dimensions, and six clusters of good service experiences were derived. The two dimensions were classified as ‘care centered-participation centered services’ and as ‘physical-emotional services.’ Six cluster themes emerged as good service experiences: ‘safety of care and treatment’, ‘responsible and supportive staff’, ‘comfort of living environment’, ‘mental well-being’, and ‘respect and communication’.

Conclusion

The result of the study provides information about what experiences are important to older adults with cognitive impairment. The concept map can be used to develop a patient experience index for the elderly residents of long-term care facilities.

Keywords: Concept mapping, Long-term care, Nursing home, Aged, Experience

Figures and Tables

Figure 1

The result of multidimensional scale (1*2 dimension).

kjan-28-669-g001
Figure 2

Concept mapping of good patient experience among the elderly residents of long-term care facilities.

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Table 1

Characteristics of the Elderly Residents of Long-term Care Facilities (N=14)

kjan-28-669-i001

†The Need Assessment Committee rates applicants according to the time period required for long-term care by referring to the examination results, which specify the applicant's mental and physical condition, along with medical opinion. People with ratings between 1 (score≥95~5 (45≤score≺51), and higher score implies higher severity[27]; CVA=cerebrovascular accident; DM=diabetes mellitus; K-MMSE=Korean Mini Mental State Examination.

Table 2

Core Statements and Clusters for Good Service Experience of the Elderly Residents of Long-term Care Facilities

kjan-28-669-i002

Notes

This work was partially supported by Yonsei University College of Nursing Mo-Im Kim Nursing Research Institute.

This work was partially extracted from Hyoungshim Choi’s doctoral thesis.

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