Yun A Jung; Kyung Mi Sung

doi:10.11111/jkana.2018.24.1.30

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Jung and Sung: A Comparison of Patients’ Nursing Service Satisfaction, Hospital Commitment and Revisit Intention between General Care Unit and Comprehensive Nursing Care Unit

Original Article

J Korean Acad Nurs Adm 2018;24(1):30-39.

Published online: 15 January 2018

DOI: https://doi.org/10.11111/jkana.2018.24.1.30

A Comparison of Patients’ Nursing Service Satisfaction, Hospital Commitment and Revisit Intention between General Care Unit and Comprehensive Nursing Care Unit

Yun A Jung¹, Kyung Mi Sung^2,

¹Gyeongsang National University Hospital

²College of Nursing, Institute of Health Sciences, Gyeongsang National University

Corresponding author: Sung, Kyung Mi College of Nursing, Gyeongsang National University, 816-15 Jinju-daero, Jinju 52727, Korea. Tel: +82-55-772-8246, Fax: +82-55-772-8222, E-mail: sung@gnu.ac.kr, sungkyungmi7@gmail.com

Received 2 October 2017 Revised 24 November 2017 Accepted 14 December 2017

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 study aim was to compare nursing service satisfaction, hospital commitment and revisit intention between patients on general care units and comprehensive nursing care units.

Methods

Participants were 201 hospitalized patients in a WHO tertiary hospital and a general hospital. Data were analyzed using SPSS/WIN 23.0 program.

Results

There was a significant difference in the satisfaction with nursing service between patients on general care units and comprehensive nursing care units (t=14.73, p<.001). There was a significant difference in the hospital commitment between general care units and comprehensive nursing care units (t=7.52, p<.001). There was a significant difference in the revisit intention between patients on general care units and patients on comprehensive nursing care units (t=6.01, p<.001). There were significant relationships among nursing service satisfaction, hospital commitment and revisit intention.

Conclusion

The findings reveal that patients on comprehensive nursing care units were more satisfied with the nursing service, hospital commitment, and revisit intention compared to general care unit patients. Nursing service satisfaction and hospital commitment were factors affecting hospital revisit intention. Therefore, these results are important data for complementing and expanding the comprehensive nursing service system to improve satisfied with nursing service and hospital commitment to increase hospital revisit intention.

Keywords: Nursing services, Hospital, Patient care, Intention

References

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Table 1.

Verification of the Homogeneity of the General Characteristics of the Subjects and Verification of the Differences by Study Variables (N=201)

Characteristics	Categories	CNC (n=100)							GNC (n=101)
		n (%) or M±SD	Nursing service satisfaction		Hospital commitment		Revisit intension		n (%) or M±SD	Nursing service satisfaction		Hospital commitment		Revisit intension		x² or t (p)
		n (%) or M±SD	M±SD	t or F (p)	M±SD	t or F (p)	M±SD	t or F (p)	n (%) or M±SD	M±SD	t or F (p)	M±SD	t or F (p)	M±SD	t or F (p)	x² or t (p)
Age (year)	≤60	26 (26.0)	4.52±0.44	-1.45	4.04±0.71	0.25	3.82±0.81	0.09	37 (36.6)	3.65±0.67	1.29	3.30±0.54	-0.62	3.30±0.54	-0.62	2.64
	＞60	74 (74.0)	4.64±0.34	(.150)	4.00±0.67	(.805)	3.81±0.69	(.931)	64 (63.4)	3.48±0.60	(.199)	3.37±0.59	(.534)	3.37±0.59	(.534)	(.104)
Gender	Male	45 (45.0)	4.60±0.37	-0.30	4.07±0.68	0.83	3.85±0.78	0.53	58 (57.4)	3.57±0.66	0.59	3.39±0.56	0.90	3.24±0.73	0.65	3.11
	Female	55 (55.0)	4.62±0.38	(.768)	3.96±0.68	(.410)	3.78±0.66	(.600)	43 (42.6)	3.50±0.58	(.565)	3.28±0.59	(.372)	3.14±0.73	(.518)	(.078)
Employment	Yes^a	42 (42.0)	4.59±0.40	-0.54	3.95±0.70		3.76±0.83	-0.55	54 (53.5)	3.66±0.70	2.20	3.35±0.57	0.15	3.34±0.75	2.14	2.65
	No^b	58 (58.0)	4.63±0.35	(.593)	4.05±0.67		3.84±0.63	(.587)	47 (46.5)	3.40±0.51	(.030)	3.34±0.58	(.884)	3.04±0.66	(.035)	(.104)
											a＞b				a＞b
Marital status	Single^a	8 (8.0)	4.18±0.53	6.99	3.78±0.82	0.71	3.54±0.84	1.22	11 (10.9)	4.01±0.79	4.53	3.09±0.46	1.23	3.29±0.98	0.09	1.00
	Married^b	74 (74.0)	4.66±0.33	(.001)	4.01±0.67	(.496)	3.79±0.71	(.299)	76 (75.2)	3.45±0.54	(.013)	3.37±0.56	(.293)	3.19±0.67	(.911)	(.608)
	Others^c	18 (18.0)	4.59±0.35	a＜b, c	4.13±0.67		4.00±0.68		14 (13.9)	3.68±0.78	a＞b	3.39±0.70		3.19±0.87
Clinical department	Medicine^a	85 (85.0)	4.60±0.35	-0.92	4.09±0.64a	2.84	3.83±0.69	0.71	89 (88.1)	3.50±0.58	-1.44	3.32±0.56	-1.28	3.15±0.74	-1.84	0.42
	Surgery & others^b	15 (15.0)	4.69±0.48	(.360)	3.57±0.75b	(.006) a＞b	3.69±0.87	(.430)	12 (11.9)	3.87±0.88	(.174)	3.54±0.61	(.203)	3.56±0.52	(.069)	(.517)
Hospital day	≤7	76 (76.0)	4.59±0.38	0.78	4.04±0.64	0.52	3.77±0.62	2.04	82 (81.2)	3.53±0.57	0.30	3.35±0.57	0.31	3.19±0.69	0.14	0.98
	8~14	19 (19.0)	4.66±0.35	(.462)	3.87±0.80	(.595)	3.79±1.05	(.136)	14 (13.9)	3.55±0.89	(.739)	3.38±0.65	(.734)	3.20±1.00	(.868)	(.612)
	≥15	5 (5.0)	4.78±0.29		4.10±0.89		4.43±0.19		5 (4.9)	3.75±0.84		3.15±0.34		3.67±0.52
		6.72±3.81							6.15±4.49
Person responsible for paying hospital charges	Oneself^a	34 (34.0)	4.59±0.37	3.10	3.83±0.68	2.94	3.76±0.78	1.28	45 (44.6)	3.53±0.60	0.90	3.37±0.50	1.50	3.26±0.70	0.40	3.71
	Spouse^b	15 (15.0)	4.58±0.36	(.030)	4.02±0.70	(.037)	3.64±0.82	(.287)	18 (17.8)	3.45±0.63	(.445)	3.31±0.48	(.219)	3.21±0.62	(.732)	(.295)
	Child^c	42 (42.0)	4.71±0.29	c＞d	4.22±0.60	c＞d	3.96±0.57		31 (30.7)	3.53±0.60		3.42±0.71		3.17±0.81
	Others^d	9 (9.0)	4.31±0.58		3.69±0.81		3.57±0.86		7 (6.9)	3.90±0.94		2.93±0.43		2.93±0.88
Family relations satisfaction	Very satisfied^a	58 (58.0)	4.69±0.29	3.11	4.10±0.60	1.41	3.92±0.59	1.66	50 (49.5)	3.67±0.72	2.38	3.40±0.58	1.36	3.33±0.77	4.93	3.78
	Satisfied^b	32 (32.0)	4.53±0.46	(.049)	3.91±0.81	(.249)	3.67±0.91	(.196)	45 (44.6)	3.43±0.52	(.098)	3.33±0.56	(.262)	3.16±0.65	(.009)	(.151)
	Unsatisfied^c	10 (10.0)	4.44±0.41	a＞c	3.80±0.64		3.62±0.63		6 (5.9)	3.26±0.25		3.00±0.55		2.39±0.38	a, b＞c

a, b, c, d=Scheffé test; CNC=Comprehensive nursing care unit; GNC=General nursing care unit.

Table 2.

The Characteristics related with Comprehensive Nursing Care Service (N=201)

Subjects	Open questions	Categories	n (%)
Total patients	Awareness of the operation of a comprehensive nursing care service	Yes	119 (59.2)
		No	82 (40.8)
	Interested in admission to the comprehensive nursing care unit, even if the admission fee is added	Yes	120 (59.7)
		No	11 (5.5)
		I don’t know	70 (34.8)
	Necessity of a comprehensive nursing care service	Agree	159 (79.1)
		Disagree	1 (0.5)
		No matter	41 (20.4)
	Reasonable cost for a comprehensive nursing care service (won per day)	＜10,000	130 (64.7)
		＜20,000	62 (30.8)
		≥20,000	9 (4.5)
Patients in a comprehensive nursing care service (n=100)	Impression about the hospital after receiving a comprehensive nursing care service	Change to satisfaction	64 (64.0)
		No change	36 (36.0)
Patients who are satisfied with the comprehensive nursing care service (n=64)	Reasons of satisfaction for the comprehensive nursing care service^*	I felt intimacy with the medical staff	25 (36.3)
		Be satisfied with the hospital environments and facilities	14 (20.3)
		Having positive impression about the hospital	13 (18.8)
		Having confidence in the medical team	2 (2.9)
		Be satisfied with more direct care from a nurse	2 (2.9)
		Better recovery from a disease	1 (1.4)
		No answer	12 (17.4)

^* Duplicate response possible: Total response=69.

Table 3.

Comparison of Nursing Service Satisfaction, Hospital Commitment and Revisit Intention between CNC and GNC (N=201)

Variables	Categories	Total	CNC (n=100)	GNC (n=101)	t	p
Variables	Categories	M±SD	M±SD	M±SD	t	p
Nursing service satisfaction	Tangibles	3.94±0.81	4.50±0.46	3.38±0.69	13.51	＜.001
	Reliability	4.04±0.75	4.55±0.41	3.55±0.68	12.63	＜.001
	Responsiveness	4.05±0.85	4.65±0.43	3.45±0.72	14.39	＜.001
	Assurance	4.15±0.76	4.66±0.42	3.65±0.68	12.72	＜.001
	Empathy	4.18±0.79	4.71±0.41	3.66±0.72	12.63	＜.001
	Total	4.07±0.74	4.61±0.37	3.54±0.63	14.73	＜.001
Hospital commitment		3.68±0.71	4.01±0.68	3.34±0.57	7.52	＜.001
Revisit intention		3.50±0.78	3.81±0.72	3.20±0.73	6.01	＜.001

CNC=Comprehensive nursing care unit; GNC=General nursing care unit.

Table 4.

Correlation of Participants’ Nursing Service Satisfaction, Hospital Commitment and Revisit Intention (N=201)

Variables	Total	CNC	GNC	z (p)
Variables	r (p)	r (p)	r (p)	z (p)
Nursing service satisfaction ↔ Hospital commitment	.57 (＜.001)	.34 (.001)	.43 (＜.001)	-0.76 (.445)
Nursing service satisfaction ↔ Revisit intention	.63 (＜.001)	.38 (＜.001)	.68 (＜.001)	-3.00 (.003)
Hospital commitment ↔ Revisit intention	.65 (＜.001)	.54 (＜.001)	.62 (＜.001)	-0.88 (.377)

CNC=Comprehensive nursing care unit; GNC=General nursing care unit.

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