병원 VOC (Voice of Customer)에 나타난 간호커뮤니케이션의 내용분석
Content Analysis of Nursing Communication in VOC (Voice of Customer) of the Hospital
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Purpose: The study was conducted to identify the core factors of nurse-client communication and to get basic data for developing nurse's communication competency. Methods: The data were collected from 99 cases submitted in VOC and by interviewing 8 nurses with VOC experiences at hospital during 8 months in 2010. Inductive Content Analysis was used to analyze the contents related to nursing in VOC. Results: Six positive categories from 235 compliments and 5 negative categories from 115 complaints were sorted. The elaborate, delicate, and empathic responding, active/quick problem-solving and explanation were praised. Nurse-client connection was good with warm attitude and tender languages. Superficial, rude, defensive, unpleasant, indifferent communication and incorrect and evasive practices provoked complaints. The VOC experience affected the nurse's emotion, motivation, and physical condition. However, the nurse overcome these distress into get praises. Conclusion: The communication related to responding, connecting, and problem-solving was core domains for the nurses to get praises or complaints from clients. Appropriate problem-solving should be the base of nursing communication. And it is necessary to train the nurses to respond and connect effectively. Also it should be developed supportive-educational programs for the nurses to cope with the difficult VOC experiences.
Abstract
Purpose: The study was conducted to identify the core factors of nurse-client communication and to get basic data for developing nurse's communication competency. Methods: The data were collected from 99 cases submitted in VOC and by interviewing 8 nurses with VOC experiences at hospital during 8 months in 2010. Inductive Content Analysis was used to analyze the contents related to nursing in VOC. Results: Six positive categories from 235 compliments and 5 negative categories from 115 complaints were sorted. The elaborate, delicate, and empathic responding, active/quick problem-solving and explanation were praised. Nurse-client connection was good with warm attitude and tender languages. Superficial, rude, defensive, unpleasant, indifferent communication and incorrect and evasive practices provoked complaints. The VOC experience affected the nurse's emotion, motivation, and physical condition. However, the nurse overcome these distress into get praises. Conclusion: The communication related to responding, connecting, and problem-solving was core domains for the nurses to get praises or complaints from clients. Appropriate problem-solving should be the base of nursing communication. And it is necessary to train the nurses to respond and connect effectively. Also it should be developed supportive-educational programs for the nurses to cope with the difficult VOC experiences.
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