The Influence of Professionalism and Communication Competence on the Quality of Services by Visiting Nurses Working with Long-Term Care Insurance System

초록

Aim: The purpose of this study was to identify the effects of professionalism and communication competence on the quality of the service on visiting care provided by the visiting nurses who work with long-term care insurance for the elderly. Method: The subjects of the study were 108 nurses who provided visiting care service in the long-term care insurance for the elderly. Data collection was conducted through an online survey with three structured self-administered questionnaires: Professionalism Inventory Scale, Global Interpersonal Communication Competence Scale, and Service Performance Scale. Descriptive analysis, t-test, ANOVA, Pearson correlation, and multiple regression analysis were used for the data analysis.Results: The service quality of visiting care scored mean score of 4.25 points. Service quality of visiting care was statistically significant difference in service type (F=3.87, p<.05) and career of visiting nurses (F=3.79, p<.05). Visiting nurses' professionalism (r=.73, p<.01) and communication competence (r=.56, p<.01) had statistically significant relations with the service quality of visiting care. There were also statistically significant relation between their professionalism and communication competence (r=.60, p<.01). As a result of multiple regression analysis, professionalism (β=.601, p<.001), communication competence (β=.186, p<.05), and working experience of visiting nurses (β=.176, p<.05) indicated to have a statistically significant effects on the quality of visiting nursing services. Also, the working experience, professionalism, and communication competence of visiting nurses explained 58.0% of the variance in service quality by visiting nurses.