Nash M G, Blackwood D, Boone E B, Klar R, Lewis E, MacInnis K, McKay J, Okress J, Richer S, Tannas C
University of Michigan, School of Public Health, Department of Health Services Management and Policy.
J Nurs Adm. 1994 Nov;24(11):49-55. doi: 10.1097/00005110-199411000-00011.
With increasing consumer interest in the cost and quality of healthcare, it is imperative that patients' expectations of nursing care be recognized and managed. This concept is critical to the continued viability of any healthcare institution in the current competitive market. The authors describe the process that one hospital undertook in looking at patient satisfaction with nursing care, the modification of a patient satisfaction tool, and the development of a quality model of care.
随着消费者对医疗保健成本和质量的关注度不断提高，认识并管理患者对护理服务的期望至关重要。这一理念对于任何医疗机构在当前竞争激烈的市场中持续生存至关重要。作者描述了一家医院在审视患者对护理服务的满意度、修改患者满意度工具以及制定护理质量模型方面所采取的过程。
