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首页> 外文期刊>International journal of productivity and quality management >Assessing the quality of patient care: a normative decision view
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Assessing the quality of patient care: a normative decision view

机译：评估患者护理质量：规范性决策视图

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This paper aims at assessing the quality of patient care by analysing the relationship between patients' perceptions of and satisfaction with service quality (SQ) in public-sector hospitals. The interaction effect of expected service quality (ESQ) is also assessed. Data collected f'rom the patients admitted in two (for pilot study, N = 95) and five public-sector hospitals (for main study, N = 775) were analysed using SPSS. The results reveal that patients are satisfied with the SQ of hospitals. Moderating role of ESQ is also confirmed. Management of hospital should take initiatives to improve the overall service quality of patient care. Regular feed-back from patients should be taken and rules should be made considering the expectations and requirements of patients. This study attempted to examine the moderating role of ESQ in determining the patients' satisfaction. This supports the normative decision theory, as patients are found making informed decisions before selecting the hospitals. This can be of value to healthcare administration for improving SQ based on patients' feedback.
机译：本文旨在通过分析患者对公立医院的看法与对服务质量的满意度之间的关系来评估患者的护理质量。还评估了预期服务质量（ESQ）的交互作用。使用SPSS分析了从两家（针对先导研究，N = 95）和五家公立医院（针对主要研究，N = 775）入院的患者收集的数据。结果表明，患者对医院的质量满意。 ESQ的调节作用也得到证实。医院管理层应采取主动行动，提高患者护理的整体服务质量。应定期从患者那里反馈意见，并应考虑患者的期望和要求制定规则。这项研究试图检验ESQ在确定患者满意度方面的调节作用。这支持规范决策理论，因为发现患者在选择医院之前做出了明智的决策。这对于基于患者反馈改善SQ的医疗保健管理具有重要意义。

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