ABSTRACT
Objective@#To investigate the expectations and perceptions of nurses and patients in the intensive care unit (ICU) on the quality of nursing services, and to compare and analyze the differences and similarities between the two groups.@*Methods@#97 nurses and 184 patients from three ICU of three hospitals in our city were selected by convenient sampling, and their nursing service quality expectation and perception questionnaire were used to investigate.@*Results@#The expectation scores of ICU nurses and patients on the quality of nursing service were (4.31 ± 0.63) and (4.22 ± 0.62) respectively. The scores of perception were (4.05 ± 0.58) and (3.96 ± 0.70) respectively. The difference of perception expectation score between nurses and patients is negative. The score difference between nurses in Item 3, 9~12 and responsiveness was significantly higher than that of the patients. The score difference between the entry 4~7 and the reliability dimension was significantly lower than that of the patients, and the difference was statistically significant (P<0.05).@*Conclusions@#The quality of nursing service perceived by ICU patients and nurses is relatively poor, and there are differences in reliability and responsiveness between the two patients.
ABSTRACT
Objective To investigate the expectations and perceptions of nurses and patients in the intensive care unit (ICU) on the quality of nursing services, and to compare and analyze the differences and similarities between the two groups. Methods 97 nurses and 184 patients from three ICU of three hospitals in our city were selected by convenient sampling, and their nursing service quality expectation and perception questionnaire were used to investigate. Results The expectation scores of ICU nurses and patients on the quality of nursing service were (4.31 ± 0.63) and (4.22 ± 0.62) respectively. The scores of perception were (4.05 ± 0.58) and (3.96 ± 0.70) respectively. The difference of perception expectation score between nurses and patients is negative. The score difference between nurses in Item 3, 9~12 and responsiveness was significantly higher than that of the patients. The score difference between the entry 4~7 and the reliability dimension was significantly lower than that of the patients, and the difference was statistically significant (P<0.05). Conclusions The quality of nursing service perceived by ICU patients and nurses is relatively poor, and there are differences in reliability and responsiveness between the two patients.
ABSTRACT
Introdução: Os fatores que condicionam e determinam a prestação de cuidados em saúde vêm recebendo destaque nos dias atuais, considerando os seus impactos sociais e sanitários. Objetivo: Identificar a percepção de enfermeiros acerca do significado de segurança e qualidade na assistência à saúde e descrever o conhecimento de enfermeiros sobre as fragilidades e potencialidades para a prestação da assistência segura e de qualidade a pacientes adultos hospitalizados. Método: Trata-se de uma pesquisa exploratória, descritiva e de abordagem qualitativa. Os dados foram coletados através de questionário aplicado a enfermeiros de um hospital geral público do Rio de Janeiro. Para análise dos dados se utilizou da Análise Temática de Conteúdo de Minayo. Resultados: A partir da análise de conteúdo, os fatores condicionantes foram desvelados em três categorias: "Percepção dos enfermeiros sobre a Segurança e Qualidade da Assistência"; "Fragilidades e potencialidades para a Segurança do Paciente" e "Sugestões para a melhoria da qualidade e segurança do cuidado". Conclusões: Os enfermeiros assistenciais detêm compreensão adequada sobre a qualidade e segurança no cuidado e possuem conhecimentos sobre ações interventivas de diferentes níveis de governabilidade para abordagem das fragilidades e do fortalecimento das potencialidades, sendo, portanto, conveniente, que participem do processo decisório nos serviços.
Introduction: The factors that influence and determine the provision of health are highlighted nowadays, considering their social and health impacts. Objective: To identify the perception of nurses about the meaning of safety and quality in healthcare and to describe the knowledge of nurses about the weaknesses and potentialities to deliver safe and high-quality care to hospitalized adult patients. Method: This is an exploratory, descriptive and qualitative research. Data were collected by questionnaire applied to nurses of a public general hospital in Rio de Janeiro and analyzed using thematic analysis of content by Minayo. Results: From the content analysis, the conditioning factors were unveiled in 03 categories: "Nurses' Perception of Safety and Quality of Care," "Weaknesses and potentialities for Patient Safety," and "Suggestions for Improving Quality and Safety of Care." Conclusions: Care nurses have adequate understanding about the quality and safety of assistance and have knowledge of intervention actions of different levels of governance to address weaknesses and strengthening of potentialities and, therefore, they should be involved in the decision-making process in the organizations.
ABSTRACT
This article introduces our experience in reconstructing the service procedure in the outpatient department in order to raise the abilities of the nurses,optimize nursing service and promote service efficiency.Service procedure reconstruction can improve the service awareness of nurses,change the conception of nursing management,and better satisfy the needs of patients in the outpatient department.
ABSTRACT
Service quality is, unlike goods quality, an abstract and elusive term. However, quality is very important to marketers and consumers in that it has many strategic benefits in contributing to profitability of marketing activities and consumers' problem-solving activities. The main purpose of this study is 1) to explore the differences of perception between consumers and providers about nursing service quality, 2) to identify the useful tool between two tools measuring nursing service quality. To achieve these purposes of the study, the questionnaire was developed and distributed to 210 nurses who worked at seven subjected hospitals in Seoul. Also, 280 people who had a direct experience with the subjected hospital nursing services at the time of screening were involved. They were randomly selected at the seven subjected hospitals during August to September of 1998. Among them, 165 responses from nurses and 229 responses from others resulted in worthy finds. The measurement instrument for a nursing services quality evaluation was modified from the SERVQUAL model originated from Parasuraman, Zeithaml, and Berry (1988). The reliability coefficient of the scale was calculated and showed high degree of internal consistency (Cronbachs' Alpha = .9353). For data analysis, SPSS/PC was used for descriptive statistics, t-test, ANOVA and regression analysis. The results were as follows: 1) In the perception about nursing services quality, there were gap between consumers and providers. Especially the critical attributes in point of perception nursing services quality, naming satisfy, hygiene and performance factors, are very different contents. 2) In the comparison analysis of the usefulness tools it was turned out that SEVPERF model is more appropriate than SERVQUAL model. And in the analysis to identify the construct validity of the tool, it is turned out that the relationship between the constructing factors of the tool and the general satisfaction is significant.