Title : Nurses' experiences of internet + nursing service based on service quality: A qualitative study
Abstract:
Internet + Nursing Service began operating from 2019 in China, and it has produced positive implementation outcomes. The Internet + Nursing Service offers convenience to patients with limited mobility and increases income for nurses. As the application gains traction and order volume increases, guaranteeing service quality becomes the next challenge. Nonetheless, there is still a dearth of study on service quality assurance. In order to investigate nurses' experiences in the service process, this study used a qualitative research approach from the perspectives of the nurses. It is intended to serve as a guide for the expansion of Internet + Nursing Service. Data were collected through semi-structured interviews with nurses who has provided Internet + Nursing Service for more than three months .A total of 22 nurses from 7 hospitals in 5 districts were interviewed. Conventional content analysis was utilized to analyze the data.
Three primary topics emerged from the analysis: Factors influencing service motivation (Getting Returns, Discontent, Concerns), Experience of the service process (Trust contributes to smooth service delivery, Nurses' competence affects service quality, Correct assessment of whether the service is available or not, Shortcomings existing in the service process) and Future directions for optimization (Developing carefiver caregiving skills, Support and security on the part of the hospital, Optimization direction of the platform, Increase publicity and branding efforts). Nurses' motivation to serve is influenced by a variety of factors. Access to nurse services needs to be increased and nurse dissatisfaction and concerns need to be minimized or eliminated. Increasing the nurse's motivation to take orders is a guarantee of service volume. Nurses need to properly assess the feasibility of the service prior to service. Enhancing nurses’ competence and establishing a trusting relationship between nurses and patients are important to ensure service quality. In addition, there are some deficiencies in the service process, which should be improved in the future.
Audience Take Away:
- Understand the factors that influence nurses' motivation in nurse home services.
- Knowledge of key factors in the quality of nurse home services.
- Help care managers manage nurses' in-home services and motivate them to serve.
- Understand the future direction of improvements in nurse home services.
- Contribute to the development of higher quality nurse home services.
