A survey of expectations and perceptions of nursing service quality in nurses and patients in ICU
10.3760/cma.j.issn.1672-7088.2019.12.014
- VernacularTitle: 重症监护室护士及患者对护理服务质量的期望和感知的调查研究
- Author:
Gaihong QIAO
1
;
Xiaozhen SUN
2
;
Yanyan WANG
3
;
Qiaozhi SUN
4
;
Yanping WANG
5
;
Jianhong LIU
6
Author Information
1. ICU of Intervention Department of the First Affiliated Hospital of Zhengzhou University, Zhengzhou 450052, China
2. Invasive Technology Department of the First Affiliated Hospital of Zhengzhou University, Zhengzhou 450052, China
3. Orthopedics Department of the First Affiliated Hospital of Zhengzhou University, Zhengzhou 450052, China
4. Oncology Department of the First Affiliated Hospital of Zhengzhou University, Zhengzhou 450052, China
5. ICU of Intervention Department of the Ninth People′s Hospital of Zhengzhou, Zhengzhou 450052, China
6. Disinfection Supply Room of Maternal and Child Health Hospital of Zhengzhou, Zhengzhou 450052, China
- Publication Type:Journal Article
- Keywords:
Nurses;
Patients;
Expectation;
Perception;
Nursing service quality
- From:
Chinese Journal of Practical Nursing
2019;35(12):941-945
- CountryChina
- Language:Chinese
-
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.
