Evaluation and Perception Difference of Nursing Quality from Nursing Staff

Objective To understand nursing staff's expectation and perception difference of nursing quality and to provide reference for the improvement of nursing quality. Methods A self-designed nursing quality evaluation scale based on gaps model of service quality was applied to investigate 227 nursing staff. Results The score of expectation on nursing quality was 4.35±0.88 and that of perception 4.24±0.77, which indicated statistical significance(P0.05). The score of nursing quality was(-0.11) which showed that there was distance between nursing quality and expectation. In terms of evaluation of nursing quality, responsiveness(0.56)topped the five dimensions of the scale, followed by reliability(-0.16), empathy(-0.21), assurance(-0.32) and tangibility(-0.55).Among 21 items, advanced nursing equipment 4.70 ±0.50 was the most highly anticipated in terms of expectation and the highest score of perception was from the item of politeness of nurses but that of nursing quality from the item of acceptance of late response because of busy work(P0.05). Conclusions There is distance between nursing quality expectation and perception. Tangible construction is in urgent need in the hospital and the assurance services of nursing staff need to be improved. The improvement of nursing staff's service awareness and the satisfaction of their needs benefit the enhancement of nursing quality.