Current status and influencing factors of nursing service quality from patients' perspective
10.3760/cma.j.cn115682-20240921-05221
- VernacularTitle:患者视域下护理服务质量现况调查及影响因素分析
- Author:
Xilan ZHAO
1
;
Ruiying MA
;
Jinxiu ZHANG
;
Xuemin JING
;
Shiting ZHAO
Author Information
1. 重庆大学附属涪陵医院心血管内科，重庆 408107
- Publication Type:Journal Article
- Keywords:
Cross-sectional study;
Nursing service quality;
Patient perception;
Influencing factors
- From:
Chinese Journal of Modern Nursing
2025;31(11):1479-1484
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To investigate the current status of nursing service quality from patients' perspectives and analyze its influencing factors.Methods:A convenience sampling method was used to select 615 adult inpatients who met the inclusion and exclusion criteria from two tertiary general hospitals and one secondary general hospital between April and June 2024. Patients from 22 clinical departments, including internal medicine, surgery, gynecology, otorhinolaryngology, traditional Chinese medicine, and rehabilitation, were surveyed using a demographic questionnaire and the nursing service quality evaluation scale from patients' perspective.Results:The overall nursing service quality score from patients' perspective was (106.18±12.80) points, with a standardized score of (84.94±10.24) points. Among the four modules, the highest to lowest scores were: emotional and psychological support, professional and technical competence, information and communication, and comfort and convenience, with standardized scores of (87.53±10.83), (87.23±9.87), (84.97±11.83), and (80.74±12.57), respectively. The top three ranked dimensions were respect, professionalism, and safety, while the lowest three were guidance, comfort, and convenience. Multiple linear regression analysis showed that daytime nurse-to-patient ratio, night-shift nurse-to-patient ratio, patients' education level, and patient age were significant influencing factors of nursing service quality from patients' perspectives ( P<0.05) . Conclusions:Nursing service quality from patients' perspectives was at a good level. Department-level factors influencing nursing service quality were primarily nurse-to-patient ratios, while patient-level factors included age and education level.
