A Study of the Role and Function of Nurse Specialists: Medical Care Service Quality on Internal Customers' Satisfaction

2.50
Hdl Handle:
http://hdl.handle.net/10755/155326
Type:
Presentation
Title:
A Study of the Role and Function of Nurse Specialists: Medical Care Service Quality on Internal Customers' Satisfaction
Abstract:
A Study of the Role and Function of Nurse Specialists: Medical Care Service Quality on Internal Customers' Satisfaction
Conference Sponsor:Sigma Theta Tau International
Conference Year:2006
Author:Lan, Lee-Meei
P.I. Institution Name:Taichung Veterans General Hospital
Title:Head Nurse
Co-Authors:Tsan-Yuan Cheng, PhD
Administrative management system on the hospital, setting up NSP, was faced to change and enhancement with medical environments. The purpose of this study was to research the medical care service quality associated with NSP (the role and function of nurse specialists). The research aimed at surveying 404 internal customers in a hospital in central Taiwan about the satisfaction with NSP (six kinds of professional roles and functions) and the PZB service quality model, through a structured questionnaire consisting of 22 questions. The results of the research showed that the medical care service quality of NSP was considered highly important and satisfactory, with average scores of 4.37 and 5.32 respectively.  However, whether tested on the PZB model (five- dimension service quality) or on the NSP (six professional roles and functions), t-test, p<.01  showed that see above doctors and nurses hold different perspectives and expectations with regard to both the professional role and function of NSP and the medical care service quality of NSP.  Also, the research showed that there was a covariance between the degrees of expectation and satisfaction with the medical care service quality. According to F-test, p<.001, R2=9%, 25%, predictably showed that various degrees of expectation had something to do with the degrees of satisfaction. Among internal customers, NSP and nurses were expected than doctors in medical care service quality; but doctors scored higher satisfaction ratings to perform better than the NSP and nurses. We therefore make there suggestions: that task responsibilities and job descriptions be defined, that medical care service quality be raised, and the that opportunities for different perspectives internal customers be decreased.
Repository Posting Date:
26-Oct-2011
Date of Publication:
17-Oct-2011
Sponsors:
Sigma Theta Tau International

Full metadata record

DC FieldValue Language
dc.typePresentationen_GB
dc.titleA Study of the Role and Function of Nurse Specialists: Medical Care Service Quality on Internal Customers' Satisfactionen_GB
dc.identifier.urihttp://hdl.handle.net/10755/155326-
dc.description.abstract<table><tr><td colspan="2" class="item-title">A Study of the Role and Function of Nurse Specialists: Medical Care Service Quality on Internal Customers' Satisfaction</td></tr><tr class="item-sponsor"><td class="label">Conference Sponsor:</td><td class="value">Sigma Theta Tau International</td></tr><tr class="item-year"><td class="label">Conference Year:</td><td class="value">2006</td></tr><tr class="item-author"><td class="label">Author:</td><td class="value">Lan, Lee-Meei</td></tr><tr class="item-institute"><td class="label">P.I. Institution Name:</td><td class="value">Taichung Veterans General Hospital</td></tr><tr class="item-author-title"><td class="label">Title:</td><td class="value">Head Nurse</td></tr><tr class="item-email"><td class="label">Email:</td><td class="value">lmlan@vghtc.gov.tw</td></tr><tr class="item-co-authors"><td class="label">Co-Authors:</td><td class="value">Tsan-Yuan Cheng, PhD</td></tr><tr><td colspan="2" class="item-abstract">Administrative management system on the hospital, setting up NSP, was faced to change and enhancement with medical environments. The purpose of this study was to research the medical care service quality associated with NSP (the role and function of nurse specialists). The research aimed at surveying 404 internal customers in a hospital in central Taiwan about the satisfaction with NSP (six kinds of professional roles and functions) and the PZB service quality model, through a structured questionnaire consisting of 22 questions. The results of the research showed that the medical care service quality of NSP was considered highly important and satisfactory, with average scores of 4.37 and 5.32 respectively.&nbsp; However, whether tested on the PZB model (five- dimension service quality) or on the NSP (six professional roles and functions), t-test, p&lt;.01&nbsp; showed that see above doctors and nurses hold different perspectives and expectations with regard to both the professional role and function of NSP and the medical care service quality of NSP.&nbsp; Also, the research showed that there was a covariance between the degrees of expectation and satisfaction with the medical care service quality. According to F-test, p&lt;.001, R2=9%, 25%, predictably showed that various degrees of expectation had something to do with the degrees of satisfaction. Among internal customers, NSP and nurses were expected than doctors in medical care service quality; but doctors scored higher satisfaction ratings to perform better than the NSP and nurses. We therefore make there suggestions: that task responsibilities and job descriptions be defined, that medical care service quality be raised, and the that opportunities for different perspectives internal customers be decreased.</td></tr></table>en_GB
dc.date.available2011-10-26T13:44:30Z-
dc.date.issued2011-10-17en_GB
dc.date.accessioned2011-10-26T13:44:30Z-
dc.description.sponsorshipSigma Theta Tau Internationalen_GB
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