PURPOSE: Current increase and complexity of medical tests and surgical procedures at outpatient department (OPD) require OPD nurses to have customer orientation focusing on various customers' interests and needs. The purpose of this study was to identify the factors associated with customer orientation in nurses working at OPD of hospitals. METHODS: The study used a descriptive correlational design with cross-sectional survey. The study settings were four general hospitals in Seoul and its metropolitan area. Data were collected from 138 OPD nurses from general hospitals. Study variables were personal traits, emotional intelligence, internal marketing, service management and customer orientation. RESULTS: Factors associated with customer orientation were identified as conscientiousness from personal traits (β .37, p < .001), emotional intelligence from individual characteristics (β .21, p = .032), and internal marketing from environmental characteristics (β .21, p = .001). CONCLUSIONS: Hospital administrators should support OPD nurses to cultivate sincere and sociable personal traits and emotional intelligence, and to consider employees as internal customers to improve patient-oriented services and satisfaction.
Adult ; Attitude of Health Personnel ; Cross-Sectional Studies ; *Emotional Intelligence ; Female ; Humans ; Male ; Marketing/*methods ; Middle Aged ; *Nurse-Patient Relations ; Nursing Staff, Hospital/*psychology ; Organizational Culture ; Outpatient Clinics, Hospital/*organization & administration ; Outpatients/*psychology ; *Patient-Centered Care ; Seoul ; Surveys and Questionnaires ; Young Adult

PURPOSE: This study was done to evaluate the experience of securing patient safety in hospital operating rooms. METHODS: Experiential data were collected from 15 operating room nurses through in-depth interviews. The main question was "Could you describe your experience with patient safety in the operating room?". Qualitative data from the field and transcribed notes were analyzed using Strauss and Corbin's grounded theory methodology. RESULTS: The core category of experience with patient safety in the operating room was 'trying to maintain principles of patient safety during high-risk surgical procedures'. The participants used two interactional strategies: 'attempt continuous improvement', 'immersion in operation with sharing issues of patient safety'. CONCLUSION: The results indicate that the important factors for ensuring the safety of patients in the operating room are manpower, education, and a system for patient safety. Successful and safe surgery requires communication, teamwork and recognition of the importance of patient safety by the surgical team.
Adult ; Attitude of Health Personnel ; Female ; Humans ; Interviews as Topic ; Male ; Nursing Staff, Hospital/*psychology ; Operating Room Nursing/organization & administration/*standards ; Patient Safety/*standards

There is a lack of information on critical care in Korea. The aim of this study was to determine the current status of Korean intensive care units (ICUs), focusing on the organization, characteristics of admitted patients, and nurse and physician staffing. Critical care specialists in charge of all 105 critical care specialty training hospitals nationwide completed a questionnaire survey. Among the ICUs, 56.4% were located in or near the capital city. Only 38 ICUs (17.3%) had intensive care specialists with a 5-day work week. The average daytime nurse-to-patient ratio was 1:2.7. Elderly people > or = 65 yr of age comprised 53% of the adult patients. The most common reasons for admission to adult ICUs were respiratory insufficiency and postoperative management. Nurse and physician staffing was insufficient for the appropriate critical care in many ICUs. Staffing was worse in areas outside the capital city. Much effort, including enhanced reimbursement of critical care costs, must be made to improve the quality of critical care at the national level.
Adult ; Aged ; Aged, 80 and over ; Critical Care/*organization & administration ; Hospitals ; Humans ; Intensive Care Units ; Middle Aged ; Nursing Staff, Hospital/*statistics & numerical data ; Outcome Assessment (Health Care) ; Physicians/*statistics & numerical data ; Questionnaires ; Republic of Korea

PURPOSE: This study was done to develop and implement the Nursing KMS (knowledge management system) in order to improve knowledge sharing and creation among clinical nurses in outpatient departments. METHODS: This study was a methodological research using the 'System Development Life Cycle': consisting of planning, analyzing, design, implementation, and evaluation. Quality Function Deployment (QFD) was applied to establish nurse requirements and to identify important design requirements. Participants were 32 nurses and for evaluation data were collected pre and post intervention at K Hospital in Seoul, a tertiary hospital with over 1,000 beds. RESULTS: The Nursing KMS was built using a Linux-based operating system, Oracle DBMS, and Java 1.6 web programming tools. The system was implemented as a sub-system of the hospital information system. There was statistically significant differences in the sharing of knowledge but creating of knowledge was no statistically meaningful difference observed. In terms of satisfaction with the system, system efficiency ranked first followed by system convenience, information suitability and information usefulness. CONCLUSION: The results indicate that the use of Nursing KMS increases nurses' knowledge sharing and can contribute to increased quality of nursing knowledge and provide more opportunities for nurses to gain expertise from knowledge shared among nurses.
Ambulatory Care/*organization & administration ; Attitude of Health Personnel ; Humans ; Internet ; Nursing Staff, Hospital/*psychology ; *Program Development ; *Program Evaluation ; Tertiary Care Centers ; User-Computer Interface

PURPOSE: The purpose of the study was to determine the impact of regular nursing rounds on patient satisfaction with nursing care. METHODS: This was a controlled clinical trial in which 100 hospitalized patients in a medical surgical ward were allocated to control and experimental groups through convenience sampling. The experimental group received regular nursing rounds every 1e2 hours. Routine care was performed for the control group. Patient satisfaction with the quality of nursing care was assessed on the second and fifth days of hospitalization in both groups using Patient Satisfaction with Nursing Care Quality Questionnaire. RESULTS: On the second day, patient satisfaction scores of the two groups had no significant difference (p = .499). However, the intervention was associated with statistically significant increased patient satisfaction in the experimental group compared to the control group (p < .001). CONCLUSION: Implementing regular nursing rounds had a positive impact on patient satisfaction. This method may hence improve patient-nurse interactions and promote the quality of nursing care and patient satisfaction.
Adolescent ; Adult ; Aged ; Female ; Humans ; Iran ; Male ; Middle Aged ; Nurse's Practice Patterns/*organization & administration ; *Nurse-Patient Relations ; Nursing Staff, Hospital ; *Patient Satisfaction ; Questionnaires ; Young Adult

PURPOSE: This research was an empirical study designed to identify precursors and interaction effects related to nurses' patient identification behavior. A multilevel analysis methodology was used. METHODS: A self-report survey was administered to registered nurses (RNs) of a university hospital in South Korea. Of the questionnaires, 1114 were analyzed. RESULTS: The individual-level factors that had a significantly positive association with patient identification behavior were person-organization value congruence, organizational commitment, occupational commitment, tenure at the hospital, and tenure at the unit. Significantly negative group-level precursors of patient identification behavior were burnout climate and the number of RNs. Two interaction effects of the person-organization value congruence climate were identified. The first was a group-level moderating effect in which the negative relationship between the number of RNs and patient identification behavior was weaker when the nursing unit's value congruence climate was high. The second was a cross-level moderating effect in which the positive relationship between tenure at the unit and patient identification behavior was weaker when value congruence climate was high. CONCLUSION: This study simultaneously tested both individual-level and group-level factors that potentially influence patient identification behavior and identified the moderating role of person-organization value congruence climate. Implications of these results are discussed.
Adult ; Attitude of Health Personnel ; Female ; Humans ; Interprofessional Relations ; Male ; Middle Aged ; Nursing Staff, Hospital/organization & administration/*psychology ; Organizational Culture ; *Patient Identification Systems ; Questionnaires ; Workplace

PURPOSE: This study was done to develop an instrument for measuring intellectual capital and assess its validity and reliability in identifying the components, human capital, structure capital and customer capital of intellectual capital in hospital nursing organizations. METHODS: The participants were 950 regular clinical nurses who had worked for over 13 months in 7 medical hospitals including 4 national university hospitals and 3 private university hospitals. The data were collected through a questionnaire survey done from July 2 to August 25, 2009. Data from 906 nurses were used for the final analysis. Data were analyzed using descriptive statistics, Cronbach's alpha coefficients, item analysis, factor analysis (principal component analysis, Varimax rotation) with the SPSS PC+ 17.0 for Windows program. RESULTS: Developing the instrument for measuring intellectual capital in hospital nursing organizations involved a literature review, development of preliminary items, and verification of validity and reliability. The final instrument was in a self-report form on a 5-point Likert scale. There were 29 items on human capital (5 domains), 21 items on customer capital (4 domains), 26 items on structure capital (4 domains). CONCLUSION: The results of this study may be useful to assess the levels of intellectual capital of hospital nursing organizations.
Adult ; Delivery of Health Care/organization & administration ; Health Manpower/organization & administration ; Hospitals, University ; Humans ; Knowledge Management ; *Nursing Service, Hospital/organization & administration ; Nursing Staff, Hospital/psychology ; Principal Component Analysis ; Questionnaires ; Young Adult

PURPOSE: The purpose of this study was to examine the impact of strategies to promote reporting of errors on nurses' attitude to reporting errors, organizational culture related to patient safety, intention to report and reporting rate in hospital nurses. METHODS: A nonequivalent control group non-synchronized design was used for this study. The program was developed and then administered to the experimental group for 12 weeks. Data were analyzed using descriptive analysis, chi-square-test, t-test, and ANCOVA with the SPSS 12.0 program. RESULTS: After the intervention, the experimental group showed significantly higher scores for nurses' attitude to reporting errors (experimental: 20.73 vs control: 20.52, F=5.483, p=.021) and reporting rate (experimental: 3.40 vs control: 1.33, F=1998.083, p<.001). There was no significant difference in some categories for organizational culture and intention to report. CONCLUSION: The study findings indicate that strategies that promote reporting of errors play an important role in producing positive attitudes to reporting errors and improving behavior of reporting. Further advanced strategies for reporting errors that can lead to improved patient safety should be developed and applied in a broad range of hospitals.
Adult ; Attitude of Health Personnel ; Humans ; Internet ; Medical Errors/*nursing/prevention & control ; Nursing Staff, Hospital/organization & administration/*psychology ; Organizational Culture ; Patient Care ; Program Evaluation ; Questionnaires ; Risk Management ; Young Adult

PURPOSE: This study was done to explore the relationship in hospital nurses' of communication competence, communication types, and organizational commitment and to provide basic data for developing programs to improve internal communication and to promote nurses' commitment to their organizations. METHODS: The participants included 316 nurses who worked in two general hospitals. The tools used for this study were the Global Interpersonal Communication Competence Scale (GICC) and Communication Satisfaction Questionnaire by Downs & Hazen (1981), revised by Seo (2002) and Mowday's tool (1979) for organizational commitment. Data were analyzed using SPSS/PC+12.0. RESULTS: The mean score for communication competence was 3.46, and for organizational commitment, 3.19. For communication types, the mean score for formal communication was 3.18 and informal communication, 2.59. Communication competence had a positive relationship with formal communication (r=.32) and with informal communication (r=.16). Organizational commitment had a positive relationship with formal communication (r=.53), communication competence (r=.30), and informal communication (r=.27). CONCLUSION: The results indicate the necessity of developing programs to promote nurses' communication competence and also developing a system that will enrich active communication. Systematic and continuous training in communication is also highly recommended.
Hospitals, General ; Humans ; Mental Competency ; Nursing Staff ; Organization and Administration ; Surveys and Questionnaires

PURPOSE: This study was a secondary analysis to verify the mediating role of organizational citizenship behavior (OCB) between organizational justice (OJ) and organizational effectiveness (OE) in nursing organizations. METHODS: The RN-BSNs and their colleagues in Seoul and Busan were subjects. The data was collected for 20 days between September 13 and October 2, 2004. Two hundred eighty three data sets were used for the final analysis. The fitness of models were tested using AMOS 5. RESULTS: The fitness of hypothetical model was moderate. Procedural Justice (PJ), Interaction Justice (IJ) and Distributive Justice (DJ) had direct effects on Job Satisfaction (JS), Organizational Commitment (OC) and Turnover Intention (TI) in OE, and indirect effects on JS, OC and TI mediated by OCB. The modified model improved with ideal fitness showed the causal relations among OE. In modified model, PJ, IJ and DJ had direct positive effects on OCB and JS and OC in OE, and indirect effects on JS and OC mediated by OCB. JS and OC in OE had a direct negative effect on TI. CONCLUSION: OCB mediated the relationship between OJ and OE, so the nursing managers should enhance OCB of the nurses in order to improve OE.
Adult ; *Attitude of Health Personnel ; Efficiency, Organizational ; Female ; Humans ; Job Satisfaction ; Nursing Staff, Hospital/*organization & administration/*psychology ; Organizational Culture ; Organizational Objectives ; Questionnaires ; Social Justice ; Social Responsibility ; Young Adult