Application of SERVQUAL in the nursing quality of cataract surgery
10.3760/cma.j.issn.1674-2907.2017.02.021
- VernacularTitle:SERVQUAL在白内障手术护理质量中的应用
- Author:
Zhenzhen WANG
1
;
Xubao WANG
;
Yali DING
;
Ya WANG
;
Yuzhen HUA
Author Information
1. 473000,河南省南阳市眼科医院手术室
- Keywords:
Service quality;
Cataract surgery;
Nursing service
- From:
Chinese Journal of Modern Nursing
2017;23(2):230-233
- CountryChina
- Language:Chinese
-
Abstract:
ObjectiveTo evaluate the perception of nursing quality of cataract patients by service quality(SERVQUAL),and provide references for optimizing nursing service.Methods Totally 246 cataract patients who were surgically treated in Nanyang Ophthalmologic Hospital of He′nan province between January and September 2015 were randomly selected and investigated with questionnaires that designed on the basis of SERVQUAL model.Results The quality of nursing service perceived by cataract patients was relatively low,and their satisfaction with nursing staff′s response was on the lowest side;the differences in the quality of nursing service perceived by patients with different education levels,household incomes per capita and medical insurance types were of statistical significance(P<0.05).Conclusions SERVQUAL can help us to figure out quality problems in the surgical nursing of cataract patients objectively and effectively,and it is valuable for reference in improving nursing quality in the future.
