Evaluation of patient satisfaction with nursing care: quantitative or qualitative approach?

Merkouris, Anastasios; Papathanassoglou, Elizabeth; Lemonidou, Chryssoula

doi:10.1016/j.ijnurstu.2003.10.006

Cited by 115 publications

(138 citation statements)

References 39 publications

Supporting

Mentioning

116

Contrasting

Unclassified

Order By: Relevance

“…This dimension is oriented more towards the technical dimensions of medical care. Additionally, some studies have shown that reducing a patient's pain in the fastest time possible is part of this dimension (25). The managers of rehabilitation centers can increase the responsibility levels of their centers by providing timely services to increase their patient satisfaction levels (1).…”

Section: Discussionmentioning

confidence: 99%

Analyzing the Quality Gapsin the Services of Rehabilitation Centers Using the SERVQUAL Technique in Ahvaz, Iran

Torabipour

Sayaf

Salehi

et al. 2016

Jundishapur J Helath Sci

View full text Add to dashboard Cite

Background: The SERVQUAL (service quality) technique is one of the best techniques to evaluate customers' expectations and perceptions of the quality of the services they have received.Objectives: This study aimed to assess the quality gap in the services provided by rehabilitation centers in Iran using the SERVQUAL technique. Patients and Methods: This was a cross-sectional study conducted in Ahvaz, Iran. The study sample was composed of 255 patients randomly selected from 5 rehabilitation centers. The research data was collected using a valid questionnaire, consisting of 22 items and 5 dimensions of service quality. Results: Most of the patients included in this study were female (72.9%), and the mean age of the patients was 40 ± 13.2 years. The total mean scores of the patients' expectations and perceptions were 3.73 (SD = 0.3) and 3.56 (SD = 0.5), respectively. According to the gap analysis, there was a negative quality gap in each of the five SERVQUAL dimensions, but in the assurance dimension, this gap was very low, and not found to be significant. The quality gap was more negative in the tangiblesfactor (-0.33) and reliability (-0.30) than in the other factors. Conclusions: There was a negative gap between the patients' expectations and what they actually perceived in the studied rehabilitation centers (with the exception of one public clinic); therefore, improvements are needed across all five dimensions.

show abstract

Section: Discussionmentioning

confidence: 99%

Analyzing the Quality Gapsin the Services of Rehabilitation Centers Using the SERVQUAL Technique in Ahvaz, Iran

Torabipour

Sayaf

Salehi

et al. 2016

Jundishapur J Helath Sci

View full text Add to dashboard Cite

show abstract

“…Patient satisfaction is a very vaguely defined, yet definite term used in the evaluation of results. With growing emphasis on consumerism and competition in the health care system, patient satisfaction is the single most important criterion that needs to be addressed, irrespective of the nature of practice [6][7][8][9].…”

Section: Introductionmentioning

confidence: 99%

Involvement of Women with the Decision of Caesarean Section and their Degree of Satisfaction for Post-operative Care and Pain Management

El-Amir¹,

Zewawi²,

Al‐Jaroudi³

2017

J Women's Health Care

View full text Add to dashboard Cite

show abstract

“…The patients' feedback provides accurate information regarding their expectations and how they perceive the quality of care received [12]. A patient's satisfaction with nursing care is also considered as an important index of quality and effective healthcare system, since a patient's judgment on the whole hospital service may be based on his/her understanding of nursing care [13,14]. In a study by Joolaee et al, a significant relationship was found between patients' satisfaction with nursing service and their satisfaction with the whole hospital service [14].…”

Section: Introductionmentioning

confidence: 99%

“…According to a patient's judgment, the quality of health care, particularly the quality of nursing care, is a subjective and unique phenomenon, in that factors such as unit leadership style, the method of nursing care and the ratio of nurse to patient in the hospitalization unit, diagnosis type, treatment method, previous experiences of a patient, education level, patient authorities, and communications between a patient and staff, may affect a patient's satisfaction [11][12][13].…”

Section: Introductionmentioning

confidence: 99%

Comparative Study of Patients’ Satisfaction with Nursing Service in Major Units of Selected Training Hospitals in Tehran

2016

View full text Add to dashboard Cite

Evaluation of patient satisfaction with nursing care: quantitative or qualitative approach?

Cited by 115 publications

References 39 publications

Analyzing the Quality Gapsin the Services of Rehabilitation Centers Using the SERVQUAL Technique in Ahvaz, Iran

Analyzing the Quality Gapsin the Services of Rehabilitation Centers Using the SERVQUAL Technique in Ahvaz, Iran

Involvement of Women with the Decision of Caesarean Section and their Degree of Satisfaction for Post-operative Care and Pain Management

Comparative Study of Patients’ Satisfaction with Nursing Service in Major Units of Selected Training Hospitals in Tehran

Contact Info

Product

Resources

About