Study On The Relationship Between Perceived Nursing Service Quality And Patient Satisfaction Of Inpatients

Health care reforming make more and more market factors penetrate into hospitals, so the hospital is bound to follow the rules of market. The role of hospitals is to provide health care services, which are different from other services essentially. Diseases are related to the public life and health, so patients always have less experience for this kind of services provided by hospitals, even have no experience. Facing this situation, as the hospital, how to make the patient choose them for the first time or for a few of selections, and even make the patient bring more other patients, the only way is to improve service quality. Therefore this study conduct research on this issue.Objective:(1) Developing Perceived Nursing Service Quality Evaluating Scale and Patient Satisfaction Rating Scale, and assessing their psychometric characteristics. Provide measures for evaluating perceptive nursing service quality and researching its related factors.(2) Using the Perceived Nursing Service Quality Evaluating Scale for inpatients to investigate the quality of care service.(3) Verifying the relationship between perceived nursing service quality and patient satisfaction. Provide empirical evidence for improving hospital care service quality and patient satisfaction.Methods:Part I: Developing Perceived Nursing Service Quality Evaluating Scale and Patient Satisfaction Rating Scale. (1) Reviewing literature combined with inpatients semi-open survey and interview, and using Delphi Method to develope Perceived Nursing Service Quality Evaluating Scale. Then modifying and filtering entries through pre-survey, and forming the formal scale; (2) Designing Patient Satisfaction Rating Scale.Part II: Verifying the relativity between perceived nursing service quality and patient satisfaction. Conducting clinical survey using the official scales in a hospital of Fuzhou,Fujian Province. Taking Random sampling and Convenience sampling methods. Getting 414 valid questionnaires and 83.64% efficiency. Analyzing psychometric characteristics of both scales again, and verify the relativity between perceived nursing service quality and patient satisfaction.Results:Getting a Perceived Nursing Service Quality Evaluating Scale, including 4 dimensions and 29 entries, it has good reliability and validity; Overall perceived nursing service quality and the dimensions of Care and Reliability have positive and significant impact on patient satisfaction. According to the Double—factor Theory, the dimensions of Assurance and Responsiveness belong to Motivating Factors.Conclusion: (1) Using Delphi Method to design Perceived Nursing Service Quality Evaluating Scale with high reliability and validity; This provide a new idea for finding a measuring instrument to survey the whole survice quality of nursing profession, so the relevant government departments can know the overall level of care.It is also an attempt to design an instrument for measuring the holistic nursing level. (2)Increasing the investment in both projects of Care and Reliability, improving the quality of nursing care in this two aspects, can not only improve the overall perceived quality of nursing service, but also can significantly improve patient satisfaction.