Journal List > J Korean Acad Nurs Adm > v.24(1) > 1051959

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

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.

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)
M±SD t or F (p) M±SD t or F (p) M±SD t or F (p) M±SD t or F (p) M±SD t or F (p) M±SD t or F (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 Yesa 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
Nob 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 Singlea 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
Marriedb 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)
Othersc 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 Medicinea 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 & othersb 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 Oneselfa 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
Spouseb 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)
Childc 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
Othersd 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 satisfieda 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
Satisfiedb 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)
Unsatisfiedc 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
M±SD M±SD M±SD
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)
r (p) r (p) r (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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