Outpatient’s Nursing Service Satisfaction and Intent to Revisit Hospital According to Nurses’ Communication Ability and Styles

Abstract

Purpose: The purpose of this study is to compare the outpatient’s nursing service satisfaction and intent to revisit hospital according to nurses’ communication ability and styles. Methods: Descriptive cross sectional study design was used. Data were collected from 271 patients using self administered surveys in outpatient clinic at a hospital located in a D metropolitan city in Chungcheong area. Data were managed using SPSS 20.0. Results: The nursing service satisfaction and intent to revisit hospital differed by patient’s perception of nurse’s communication ability. The nursing service satisfaction and intent to revisit hospital were higher among the patients who perceive nurses’ communication style as informative or affective than authoritative. Conclusion: It was confirmed that outpatient’s nursing service satisfaction intent to revisit hospital can be improved by increasing nurses’ communication ability and modifying communication style.