Model for Improving Service Behavior of Nursing Personnel Using the Concept of Mindfulness in the Organization, Nong Bua Lamphu Hospital.

Abstract

The objectives of this research and development were: 1) to study the current state of service behavior problems. 2) to develop a model of Service behavior development model 3) to study the effectiveness of the model. The sample group is nursing personnel, Nong Bua Lamphu Hospital. Research tools  used in qualitative studies. 1) Group discussion guidelines 2) Guidelines for in-depth interviews. Tools used in quantitative studies 1) Stress assessment form 2) Discomfort assessment form 3) Happiness assessment form 4) A set of questions to evaluate the effectiveness of mindfulness in organization, 5 measures, 45 questions, consisting of mindfulness, Compassion. communication ability, teamwork ,Work engagement 5) Nurses' ethical behavior assessment form. 6) Satisfaction results of service recipients, Number of complaints and the amount of compensation. Qualitative data analysis by theme and content analyzing. Quantitative data were analyzed using frequency distribution, percentage, mean, standard deviation, Wilcoxon Match-paired Sign Rank Test, One-way Anova and Post Hoc Test.

The research results found that 1) Problems in service behavior were found to be caused by accumulated stress. 2. Lack of conscious communication with service recipients 3. Lack of awareness in communicating with co-workers and in meetings driving the organization's mission 4. Lack of awareness of personal and professional value. Improper ethical behavior 2)The model for developing service behavior consists of 3 parts: 1) Consciousness within oneself, Consciousness in the team, Consciousness in driving the organization's mission, carried out in 4 steps: 1) Modifying the paradigm of the organization's service providers. Learn to use meditation and mindfulness. 2) Allowing workers to learn their inner values. Professional ethical behavior, concentration skills, mindfulness 3) Application to service recipients and colleagues Teamwork 4) Using it to drive the organization's mission and creating organizational values and culture. 3) 3) The effectiveness of the model showed that 1) the average of the stress scores uneasiness comparing before and after development, it was found that there was a statistically significant in p-value=<0.001 2) score level of Consciousness Compassion communication ability Teamwork, conflict, unity, and work engagement after the development is at a high level. 3) The average ethical behavior score after development was higher than before development with statistical significance at the .05 level.(t-9.32,p<0.001). In addition, it was found that the satisfaction rate of service recipients increased. Service behavior complaints decreased,Compensation costs do not increase. It can be concluded that the model produces good results for both patients, personnel, and the organization. It can be used to develop service behavior.