Chen Yongyi, Liu Jingshi, Xiao Shuiyuan, Liu Xiangyu, Tang Xinhui, Zhou Yujuan
Department of Nursing, Hunan Cancer Hospital/The Affiliated Cancer Hospital of Xiangya School of Medicine, Central South University Changsha 410013, Hunan, P.R. China.
Int J Clin Exp Med. 2014 Oct 15;7(10):3621-9. eCollection 2014.
This study aims to construct a satisfaction model on nursing service in hospitalized tumor patients. Using questionnaires, data about hospitalized tumor patients' expectation, quality perception and satisfaction of hospital nursing service were obtained. A satisfaction model of nursing service in hospitalized tumor patients was established through empirical study and by structural equation method. This model was suitable for tumor specialized hospital, with reliability and validity. Patient satisfaction was significantly affected by quality perception and patient expectation. Patient satisfaction and patient loyalty was also affected by disease pressure. Hospital brand was positively correlated with patient satisfaction and patient loyalty, negatively correlated with patient complaint. Patient satisfaction was positively correlated with patient loyalty, patient complaints, and quality perception, and negatively correlated with disease pressure and patient expectation. The satisfaction model on nursing service in hospitalized tumor patients fits well. By this model, the quality of hospital nursing care may be improved.
本研究旨在构建住院肿瘤患者护理服务满意度模型。通过问卷调查，获取了住院肿瘤患者对医院护理服务的期望、质量感知和满意度数据。通过实证研究，运用结构方程方法建立了住院肿瘤患者护理服务满意度模型。该模型适用于肿瘤专科医院，具有可靠性和有效性。患者满意度受质量感知和患者期望的显著影响。患者满意度和患者忠诚度也受疾病压力的影响。医院品牌与患者满意度和患者忠诚度呈正相关，与患者投诉呈负相关。患者满意度与患者忠诚度、患者投诉及质量感知呈正相关，与疾病压力和患者期望呈负相关。住院肿瘤患者护理服务满意度模型拟合良好。通过该模型，可提高医院护理质量。
Zotero 插件