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KMID : 0922320110180010013
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Journal of Korean Academic Society of Home Care Nursing
2011 Volume.18 No. 1 p.13 ~ p.19
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A Study on Operation-Effectiveness Analysis of Clinical Nurse Specialists : Focused on Patient Satisfaction and Expected Profit
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Mo Jin-A
Lim Ji-Young
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Abstract
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Purpose: The aim of this study was to evaluate patient satisfaction and indirect marketing effects (recommendation, hospital re-visit intention) and additionally to calculate the expected incomes by clinical nurse specialists (CNS).
Methods: Sixty-six patients who had lower varicose vein removal surgery performed at two general hospitals from August 1 to November 30, 2008, were recruited. The effects were evaluated by degree of patient satisfaction, the number of personal recommendations given, rate of hospital re-visit intention, and indirect marketing effects. Indirect marketing effects were calculated as the total cost of surgery multiplied by the score of other variables.
Results:The patient satisfaction score was 0.82 for CNS and 0.43 for general nurses (GN). The number of personal recommendations given was 2.5 for CNS and 1.1 for GN. The rate of hospital re-visit intention was 0.31 for CNS and 0.21 fot GN. The ratio of expected incomes between CNS and GN is 2.07 to 1.
Conclusion: We found that when a CNS serves a patient, satisfaction, number of personal recommendations, hospital re-visit intention, and indirect marketing effects were higher than those of GN. These results show that CNS have dominant roles and functions and that the effects of CNS employment can be measured using economics parameters.
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KEYWORD
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Clinical nurse specialist, Indirect marketing effect patient satisfaction, Expected income
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