Survey on the status quo of nursing service quality in tumor patients / 中国实用护理杂志

ABSTRACT

Objective To understand a cancer hospital inpatient care Ningxia quality of service perceived status quo.Methods Servqual model-based,self-designed Expect Inpatient Nursing Service Quality Perception Questionnaire was used to investigate 160 hospitalized patients and expected to build expectations oncology inpatients quality of care and services-dimensional perception matrix (IPA matrix).Results By analyzing sensible quality (SQ) value and IPA matrix of the Servqual questionnaire,all items except for treating equally and recommend the hospital showed SQ＜0,that was,the actual feelings of patients were less than expected,and there was statistical difference between the actual feelings and expected feelings in the quiet ward,health guide,care level (t=2.963,2.020,2.020,P ＜0.05).IPA matrix showed that ward quiet,health guidance,care level was the priority problems for the hospital.Life Care,protection of privacy,psychological care,level of service,pay the money reached care were the minor priority problems.Conclusions Servqual Model and IPA matrix combination can help to understand the gap between expectations and perception of nursing service,identify problems improvement priorities,identify weaknesses in care for hospital managers,and develop fine effective theory.