Nurses' Performance and Clients' Delight
Objectives: This study determined the nurses’ performance and the clients’ delight of Ward 8 of the Vicente Sotto Memorial Medical Center, Cebu City, Cebu, Philippines. The findings of the study were the basis for a proposed Client Service Seminar of the Nursing Service. Specifically, the study answered the following queries:1.What is the profile of the patients in terms of:1.1.age; 1.2.gender; 1.3.civil status;1.4.highest educational attainment;1.5.religion; and1.6.monthly income?2.What is the profile of the staff nurses in terms of:2.1.age; 2.2.gender; 2.3.civil status;2.4.highest educational attainment;2.5.religion;2.6.client service seminars attended; and2.7.years of experience?3.What is the performance of the staff nurses in terms of:3.1.assessment;3.2.planning;3.3.implementation;3.4.evaluation;3.5.documentation; and3.6.work behavior/professional values?4.What is the level of clients’ delight in terms of:4.1.assurance;4.2.responsiveness;4.3.empathy;4.4.reliability;4.5.tangibility?5.Is there a significant relationship between the profile and performance of staff nurses?6.Is there a significant relationship between the profile and clients’ delight?7.What client service seminar can be proposed based on the findings of the study?Methods:The descriptive-correlational design was utilized as research design. The study included 90 patients who had at least 2 weeks stay in the hospital, with ages between 18-50 years old, literate and conscious. The study also includes 9 staff nurses. The study was conducted at Vicente Sotto Memorial Medical Center Ward 8, Cebu City, Cebu, Philippines. The utilized a modified tool of SERVQUAL which measures service quality.Findings and Conclusion:Majority of the patients are male, married, high school graduates, 31-40 years old, and has a monthly income below P5,000.00. They were highly delighted in terms of assurance, reliability, and tangibility. However, they were moderately delighted in terms of responsiveness and empathy.Majority of the staff nurses are 31-40 years old, married, with 1-4 years of work service, with units in a Master’s degree program, and has attended in at least 2 clients’ delight seminar in a year. The staff nurses were very satisfactory in terms of performance. Only two pair of variables have significant relationships: civil status and empathy; and income and responsiveness. Recommended citation:Ortiz, M. F. I. H. & Amparado, M. A. P. (2009, March). Nurses’ Performance and Clients’ Delight. 2009 Southwestern University Research Congress, 1(1), 20-22.