Lau C, Gregoire M B
West Suburban Dialysis Center, Oak Park, Ill, USA.
J Am Diet Assoc. 1998 Nov;98(11):1303-7. doi: 10.1016/S0002-8223(98)00291-0.
To examine quality of food and nutrition services using the ratings of inpatients and patients who had been discharged (postdischarge patients).
Questionnaires were used to collect perceptions of inpatients and postdischarge patients on the quality of food and nutrition services. A 5-point scale allowed subjects to rate quality from very poor to very good.
Questionnaires were completed by 252 inpatients and 437 postdischarge patients of a midwestern teaching hospital.
Analysis of variance was used to assess differences in quality ratings on the basis of demographic variables. Stepwise regression was used to determine variables that best predicted overall satisfaction. Paired t tests were conducted to compare matched inpatient and postdischarge ratings.
Ratings of food and nutrition services indicated that patients were satisfied; few differences were found in ratings on the basis of patient demographics. Food quality was the best predictor of overall satisfaction for both inpatients and postdischarge patients. As patient expectations were increasingly met or exceeded, patient ratings of quality increased. The majority of patients in the matched sample gave the same ratings on the inpatient and postdischarge questionnaires.
Foodservice managers who desire to improve patient satisfaction should focus attention on meeting or exceeding patient expectations for food quality.
通过住院患者和已出院患者（出院后患者）的评分来评估食品和营养服务质量。
采用问卷调查收集住院患者和出院后患者对食品和营养服务质量的看法。采用5分制量表让受试者对质量从非常差到非常好进行评分。
中西部一家教学医院的252名住院患者和437名出院后患者完成了问卷调查。
采用方差分析评估基于人口统计学变量的质量评分差异。采用逐步回归确定最能预测总体满意度的变量。进行配对t检验以比较匹配的住院患者和出院后患者的评分。
食品和营养服务评分表明患者感到满意；基于患者人口统计学的评分差异不大。食品质量是住院患者和出院后患者总体满意度的最佳预测指标。随着患者期望越来越多地得到满足或超出，患者的质量评分也随之提高。匹配样本中的大多数患者在住院和出院后问卷上给出了相同的评分。
希望提高患者满意度的食品服务经理应将注意力集中在满足或超出患者对食品质量的期望上。
