Improving Service Quality in Nursing Homes Based on the Employee’s Satisfaction
Many employees retire from nursing homes because of dissatisfaction within the job environment. In order to improve this situation, a “self-valuation table” was introduced at a nursing home, followed by an investigation regarding employees’ satisfaction, as many employees felt insecure about their job. In 2008, 66.7 % of the employees answered, “I would like to resign now” and “I sometimes think about resigning.” The regular employee turnover rate was 10.6 %, and non-regular employee rate was 74.6 % in 2008. Through a constant effort by taking several measures over the years, the unemployment rate in 2011 decreased to 34.8 % and non-regular employment to 10.0 %.