Mitchell R, Leanna J C, Hyde R
Department of Nursing, Idaho State University, Idaho Falls, USA.
AAOHN J. 1999 Feb;47(2):74-9.
Client satisfaction surveys have served as a valued appraisal tool of quality nursing care in various health care settings, but there is a paucity of published research using these tools in the occupational health setting. Employing a modified version of the SERVQUAL questionnaire, this study identified employees' current levels of satisfaction and perceived importance of nursing care provided by an occupational health program. Two hundred randomly selected employees were asked to participate by completing the survey, with 86 (43%) responding. Results indicated a positive correlation between client satisfaction and perceived importance of nursing care. Moderately high levels of client satisfaction existed in the sample. The use of client satisfaction surveys based on the strength of client preferences could identify areas of health care that need improvement.
客户满意度调查已成为评估各类医疗环境中优质护理服务的重要工具，但在职业健康环境中，使用这些工具进行的已发表研究却很少。本研究采用了SERVQUAL问卷的修改版，确定了员工对职业健康计划提供的护理服务的当前满意度水平以及感知到的重要性。随机挑选了200名员工参与调查，要求他们完成问卷，其中86人（43%）做出了回应。结果表明，客户满意度与对护理服务的感知重要性之间存在正相关。样本中的客户满意度处于中等偏高水平。基于客户偏好的优势使用客户满意度调查，可以确定需要改进的医疗领域。
