College of Nursing, Chonnam National University, Gwangju, Korea.
Department of Nursing, Kwangju Women's University, Gwangju, Korea.
PLoS One. 2022 Aug 12;17(8):e0272957. doi: 10.1371/journal.pone.0272957. eCollection 2022.
Service design is an innovative tool used to improve the quality of patient experience, therefore, making it necessary for nurses to be able to implement it. The aim of this study was to examine the effects of a training program for patient experience-based nursing service design (PEN-SD) on clinical nurses' compassion and problem-solving ability. This study employed a mixed-methods design: a one-group, pretest-posttest design was used as the quantitative approach, and structured interviews were used as the qualitative approach. The participants were 21 nurses recruited from a university hospital in Korea. A PEN-SD training program was conducted from September 1 to October 6, 2018. After the training program, the participants' compassion significantly improved (p = .025) but there was no significant difference in their problem-solving ability (p = .313). In the structured interviews, majority of the participants (n = 17) felt that they were able to consider problems from the patient's perspective. They also reported being able to identify solutions to problems through careful observation (n = 5). The PEN-SD training program was effective in improving compassion among nurses.
服务设计是一种创新工具，用于提高患者体验的质量，因此，护士必须能够实施服务设计。本研究旨在探讨基于患者体验的护理服务设计（PEN-SD）培训计划对临床护士同情心和解决问题能力的影响。本研究采用混合方法设计：定量方法采用单组前后测设计，定性方法采用结构化访谈。参与者是从韩国一所大学医院招募的 21 名护士。2018 年 9 月 1 日至 10 月 6 日进行了 PEN-SD 培训计划。培训计划后，参与者的同情心显著提高（p =.025），但解决问题的能力没有显著差异（p =.313）。在结构化访谈中，大多数参与者（n = 17）表示，他们能够从患者的角度考虑问题。他们还报告说，通过仔细观察（n = 5）能够确定解决问题的方法。PEN-SD 培训计划在提高护士的同情心方面是有效的。
