Study On The Indicator System Of Inpatient Satisfaction With Quality Nurisng Care

Objective：This study aims to develop an indictor system of inpatient satisfaction with qualitynursing care in the primary nursing care model, which can provide an item pool for theinpatient satisfaction questionnaire, also can help nursing managers to compare the nursingservice quality based on scientific evidence.Methods：Based on a multi-directional analysis of the core concepts at different levels，thisresearcher makes semi-structured interviews with six directors and three vice-directors ofnursing departments，ten primary nurses and nine inpatients from nine different hospitals inShanghai and Zhengzhou in Henan Province which are in the ‘National Quality NursingCare Project”. Through Constant Comparararive method for data analysis, based onSERVQUAL Model and nursing quality guidelines in China, initially construct a draft ofan indictor system of inpatient satisfaction with quality nursing care.We selected fifteennursing managers of different management levels，using Delphi techniques for three roundsexpert consultation．The consultation results are processed by qualitative analysis anddescriptive statistical methods．Results：Designed an indictor system of inpatient satisfaction with quality nursing care in theprimary nursing care model,which is composed with environment and facilities, technicalcompetency, humanistic concern, patient safety and comprehensive appraisal five thefirst-class indicators, thirteen second-class indicators and forty-four third-class indicators.We also provide the weigh of each indicator.Conclusions：The indictor system of inpatient satisfaction with quality nursing care is under theguidelines of ‘National Quality Nursing Care Project’and based on the SERVQUALModel, which provided a scientific evidence for the nursing managers to evaluate theservice quality. Because the time and the district are limited, we just conducted thesemi-structured interviews and the expert consultation in the Shanghai and Zhengzhou cityin Henan Province, the results maybe baised.Next step we will verify the indicator system through the consultation with inpatients, to get the inpatient satisfaction questionnaire withgood reliability and validity, to provide the scientific instrument of inpatient satisfactionfor the hospitals.