Al-Momani Mohammed Mahmoud
Department of Community Health Sciences, College of Applied Medical Sciences, King Saud University, Riyadh, Kingdom of Saudi Arabia.
Med Princ Pract. 2016;25(1):79-84. doi: 10.1159/000441000. Epub 2015 Oct 27.
To investigate patients' satisfaction with nursing care by measuring the gap between patients' expectations of care and perceptions of the actual care provided and to identify the areas of nursing care that need improvement.
A cross-sectional survey was conducted among patients who were admitted to the Departments of Medicine and Surgery at King Saud Medical City, Riyadh, Saudi Arabia. A modified Service Quality (SERVQUAL) instrument was adapted to collect information from a convenience sample of 432 patients from November 25, 2012, to February 3, 2013. The instrument comprised 22 pairs of questions assessing 5 dimensions of the nursing care provided to patients during hospitalizations. The mean patient expectations and perceptions as well as the gap score values for each dimension of nursing service were tested for differences between the mean scores of the sample at a level of significance of 0.05 using a t test.
The gap score for all of the 5 dimensions of nursing services were: responsiveness, -1.71; reliability, -1.48; tangibles, -1.36; assurance, -1.26, and empathy, -0.96. Service quality across the dimensions of responsiveness and reliability was statistically significant (p < 0.05). This result indicated that patients were not satisfied with the nursing service quality in relation to all dimensions.
Our study showed negative gaps for the 5 nursing service quality dimensions evaluated. This could provide nurses with information about the aspects of nursing care that promote more positive patient outcomes and satisfaction.
通过测量患者对护理的期望与对实际提供护理的感知之间的差距，调查患者对护理的满意度，并确定需要改进的护理领域。
对沙特阿拉伯利雅得国王沙特医疗城内科和外科收治的患者进行横断面调查。采用改良的服务质量（SERVQUAL）工具，从2012年11月25日至2013年2月3日便利抽样的432例患者中收集信息。该工具包括22对问题，评估住院期间为患者提供的护理的5个维度。使用t检验，在显著性水平为0.05的情况下，测试样本各维度护理服务的患者平均期望、感知以及差距得分值的平均得分之间的差异。
护理服务5个维度的差距得分分别为：响应性，-1.71；可靠性，-1.48；有形性，-1.36；保证性，-1.26，和移情性，-0.96。响应性和可靠性维度的服务质量具有统计学意义（p < 0.05）。这一结果表明患者对所有维度的护理服务质量均不满意。
我们的研究显示所评估的5个护理服务质量维度存在负差距。这可为护士提供有关促进更积极患者结局和满意度的护理方面的信息。
