KMID : 1164420140090020119
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Health Communication 2014 Volume.9 No. 2 p.119 ~ p.131
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Content Analysis of Nursing Communication in VOC (Voice of Customer) of the Hospital
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Lee Jeong-Hee
Im Sook-Bin
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Abstract
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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.
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KEYWORD
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Nursing, Communication, Patient-centered Care, Patient Satisfaction
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