A survey of expectations and perceptions of nursing service quality in nurses and patients in ICU
Gaihong Qiao, Xiaozhen Sun, Yanyan Wang, Qiaozhi Sun, Yanping Wang, Jianhong Liu
Published 2019-04-21
Cite as Chin J Prac Nurs, 2019, 35(12): 941-945. DOI: 10.3760/cma.j.issn.1672-7088.2019.12.014
Abstract
ObjectiveTo 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.
Methods97 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.
ResultsThe 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).
ConclusionsThe 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.
Key words:
Nurses; Patients; Expectation; Perception; Nursing service quality
Contributor Information
Gaihong Qiao
ICU of Intervention Department of the First Affiliated Hospital of Zhengzhou University, Zhengzhou 450052, China
Xiaozhen Sun
Invasive Technology Department of the First Affiliated Hospital of Zhengzhou University, Zhengzhou 450052, China
Yanyan Wang
Orthopedics Department of the First Affiliated Hospital of Zhengzhou University, Zhengzhou 450052, China
Qiaozhi Sun
Oncology Department of the First Affiliated Hospital of Zhengzhou University, Zhengzhou 450052, China
Yanping Wang
ICU of Intervention Department of the Ninth People′s Hospital of Zhengzhou, Zhengzhou 450052, China
Jianhong Liu
Disinfection Supply Room of Maternal and Child Health Hospital of Zhengzhou, Zhengzhou 450052, China
