Improvement of perceived service quality among patient′s relatives during intraoperative period in Ophthalmology Department
10.3760/j.issn.1674-2907.2015.03.013
- VernacularTitle:改善眼科日间患者家属手术等候期间感知服务质量的实践
- Author:
Jinping HU
1
;
Pingting WU
;
Jun LIU
;
Zheng LIU
;
Ying CHE
Author Information
1. 100191 北京大学第三医院眼科
- Keywords:
Intraoperative period;
Ophthalmology department;
Process management;
Perceived service quality
- From:
Chinese Journal of Modern Nursing
2015;21(3):283-286
- CountryChina
- Language:Chinese
-
Abstract:
Objective To investigate the effect of perceived service quality improvement during reasonable use of intraoperative period among patient′s relatives by the application of process management model in Ophthalmology Department.Methods We investigated 100 relatives of patients who had surgery from July to September in 2013 by questionnaire.The investigation included the appropriate time to educate health knowledge and satisfaction degrees.Results The relatives′satisfaction degree was beyond 95% at one-to-one tutorials, repeated surgical knowledge on TV, the process of changing and attitude of medical staff in waiting time.For the appropriate time to educate, 70%of relatives believed the waiting time was the right time, but 27%of them preferred acquired after operation, and 3%of them had indifference of time.Conclusions Process management model plays a significant role to improve the perceived service quality of the relatives during the waiting time when the patients are having surgeries in Ophthalmology Department.
