Development of a quality assessment system for palliative care based on SERVQUAL for integrated medical-elderly care nursing home
10.3969/j.issn.1671-8283.2025.10.009
- VernacularTitle:服务差距模型的医养结合型养老机构安宁疗护质量评价体系的构建
- Author:
Chen CHEN
1
;
Xun MI
;
Jie SU
;
Xinli CHEN
;
Cuiying ZHANG
Author Information
1. 南京卫生高等职业技术学校健康服务系
- Publication Type:Journal Article
- Keywords:
SERVQUAL model;
integrated medical and elderly care;
nursing home;
palliative care;
nursing quality;
Delphi method
- From:
Modern Clinical Nursing
2025;24(10):60-67
- CountryChina
- Language:Chinese
-
Abstract:
Objective To develop and evaluate a quality assessment system for palliative care nursing homes that integrate medical and elderly care services based on the SERVQUAL model,thereby providing references for assessment and improvement of the quality of palliative care.Methods Using SERVQUAL model,a preliminary evaluation of a quality assessment system for palliative care was developed through literature review and semi-structured interviews.Two rounds of expert consultation with Delphi method were conducted to refine and finalise the assessment system.Results The two rounds of expert consultation each involved 15 questionnaires,all effectively returned(100.00%response rate),reflecting strong expert engagement.The expert authority coefficients were 0.78.The Kendall's W of primary irdicators were 0.198 in the first round to 0.235 in the second(P<0.05),showing improved consensus.The mean importance scores in the second consensus were 3.93-5.00,with coefficients of variation of 0-0.20,and weights of 0.01-0.28,respectively.The finallised assessment system comprised 5 primary indicators,17 secondary indicators and 64 tertiary indicators.Conclusion The SERVQUAL-based palliative care quality assessment system for integrated medical-elderly care nursing homes is scientifically rigorous and practically applicable.It offers a standardised tool for assessment and improvement of the quality of palliative care in nursing homes with integrated medical and elderly care services,promotes homogenisation of nursing quality and ultimately meets the needs of residents and their families.
