Poster Presentation
Thursday, 20 July 2006
10:00 AM - 10:30 AM
Thursday, 20 July 2006
3:00 PM - 3:30 PM
A Study of the Role and Function of Nurse Specialists: Medical Care Service Quality on Internal Customers' Satisfaction
Lee-Meei Lan, Department of Nursing, Taichung Veterans General Hospital, Taichung, Taiwan and Tsan-Yuan Cheng, PhD, Taiwan Nursing Association, National Chung Cheng University, Chia-Yi, Taiwan.
| Learning Objective #1: realize the role and function of nurse specialists in Taiwan. |
| Learning Objective #2: clarify different professional expectation of nurse specialists among clinical medical staffs. |
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.
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