Scardina S A
Center for Education, Evaluation, and Research, Anne Arundel Medical Center, Annapolis, MD.
J Nurs Care Qual. 1994 Jan;8(2):38-46.
Rising health care costs and competition among hospital facilities have resulted in the need to recognize patient satisfaction as an important indicator of quality care. Nurses provide the primary service to patients; therefore, their role is influential in overall satisfaction. Several instruments have been developed to measure patient satisfaction with nursing care; however, most of them focus only on patient perceptions. One such approach to evaluating patient satisfaction with nursing care involves an instrument, SERVQUAL, derived from a marketing service perspective. Adapting SERVQUAL for use in evaluating nursing care is the focus of this article. SERVQUAL assesses both patient perceptions and expectations of quality service and permits managers and clinicians to view the gaps between the two; thus, the overall areas of improvement in nursing services can be determined.
不断上涨的医疗保健成本以及医院机构之间的竞争，使得有必要将患者满意度视为优质护理的一项重要指标。护士为患者提供主要服务；因此，他们的角色对整体满意度有很大影响。已经开发了几种工具来衡量患者对护理的满意度；然而，其中大多数仅关注患者的看法。一种评估患者对护理满意度的方法涉及一种源自营销服务视角的工具——服务质量模型（SERVQUAL）。将服务质量模型改编用于评估护理是本文的重点。服务质量模型评估患者对优质服务的看法和期望，并使管理人员和临床医生能够查看两者之间的差距；因此，可以确定护理服务中需要改进的总体领域。
