Development of Service Experience Evaluation Tool for Visiting Nurses of Public Health Center in Korea

Abstract

Objectives: The objective of this study is to develop an evaluation tool for clients’ experience of visiting nursing service provided by visiting nurses of public health center in Korea.Methods: This study is built upon Clark’s theory (2008) of community nurse role model and the 8-stage tool development methodology suggested by DeVellis (2012).Results: Major findings are as follows. First, a tentative list of questionnaires with forty two measurable items were derived through several rounds of focus group interviews with nursing professors, health policy experts and visiting nursing staff, and later twenty five items were determined as a preliminary test set after a series of revision and removal from the aforementioned tentative set. Second, the 25-item preliminary survey tool comprised five dimensions of service quality, which include 4 items for Tangibles, 9 items for Reliability, 3 items for Responsiveness, 7 items for Assurance, and 2 items for Empathy. Third, after factor analysis and reliability analysis, only 14 items survived, being categorized into five dimensions of the SERVPERF model: The final version of evaluation tool to measure service experience for visiting nurse of public health center is comprised of 18 items.Conclusions: This study tried to develop a valid and reliable tool for evaluating the clients’ experience of visiting nursing service provided by visiting nurses of public health center in Korea for the first time.