The Effect of Communication Ability of Care Workers in Charge of Visiting Care in Elderly at-Home Welfare Centers on Quality of Service: with Empathy as Mediator
Keywords:Care workers, Mediating effect, Communication Ability, Empathy, Quality of Service
Background/Objectives: The purpose of this study is to provide data for nursing intervention development
that increases the quality of service of care workers by identifying the mediating effect of empathy in the
effect of communication ability on quality of service.
Methods/Statistical analysis: Data were collected for 93 visiting care workers. Data were analyzed by
descriptive statistics, Pearson’s correlational coefficients, multiple regression and Sobel’s test.
Findings: Subjects’ quality of service and communication ability (r=.62, p<.001), and empathy (r=.56,
p<.001) showed high positive correlation. As a result of the mediating effect of empathy, communication
ability had a significant effect on empathy in step 1 (?=.64), in step 2, communication ability affected the
quality of service (?=.62), in step 3, communication ability had a positive effect on the quality of service
(?=.45), and empathy also had a positive effect on quality of service (?=.28) and showed 42.2% explanatory
power. It was found that empathy had a partial mediating effect.
Improvements/Applications: Care workers should make efforts to provide services by understanding and
listening to and empathizing with the expressions of the elderly. The directors of the visiting care center
should develop and train programs that can improve effective communication, empathy and quality of
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