Evaluation and influencing factors of interventional nursing service quality for patients with liver cancer

Abstract

Objective To investigate the gap between the needs and actual perception of the quality of care for patients with interventional therapy, and explore the factors that affect the quality of nursing services. Methods A total of 264 cases of liver cancer patients with interventional therapy in 4 Class Ⅲ Grade A hospitals from April 2016 to April 2017 were recruited using random cluster sampling method and investigated by service quality (SERVQUAL) questionnaires. Results In the service quality gap model, patients' expectation scores of nursing service quality in 5 dimensions including tangible, reliability, responsiveness, assurance, and empathy were (4.34±0.49) , (4.35±0.55) , (4.45±0.26) , (4.54±0.32) , and (4.45±0.44) . Patients' perceived scores of nursing service quality in those 5 dimensions were (4.11±0.35) , (4.23±0.54) , (4.32±0.17) , (4.34±0.26) , and (4.23±0.35) , which were lower than expectation scores. The differences were statistically significant between two scores (t=-8.898, -3.578, -9.824, -11.206, -9.050; P<0.01) . Logistic regression analysis showed that patients with other chronic diseases and operation history were the common factors that affect the actual perception and demand scores of patients before and after interventional therapy in 5 dimensions of the SERVQUAL model. Conclusions The hospital should strengthen the training and management of nursing staff of nursing intervention, and take a series of measures from multi-level and multi-angle to improve the quality of nursing intervention before and after the treatment and increase patient's satisfaction. Key words: Liver neoplasms; SERVQUAL model; Interventional therapy; Nursing service quality