Document Detail

Gap analysis of patient meal service perceptions.
MedLine Citation:
PMID:  12870254     Owner:  NLM     Status:  MEDLINE    
The provision of food and drinks to patients remains a largely unexplored, multidimensional phenomenon. In an attempt to ameliorate this lack of understanding, a survey utilising a modified SERVQUAL instrument measured on a seven-point Likert scale was carried out on-site at four NHS acute trusts for the purpose of assessing the perceptions and expectations of meal attributes and their importance in determining patient satisfaction. The results of factor analysis found three dimensions: food properties, interpersonal service, and environmental presentation, with a high reliability (Cronbach's alpha from 0.9191 to 0.7836). Path analysis further established sophisticated causal relations with patient satisfaction. The food dimension was found to be the best predictor of patient satisfaction among the three dimensions, while the interpersonal service dimension was not found to have any correlation with satisfaction. Bridging the gaps that exist between perceptions and expectations can improve the quality of meal services for the purpose of maximising patient satisfaction and ultimately aiding in patient recovery.
Li-Jen Jessica Hwang; Anita Eves; Terry Desombre
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Publication Detail:
Type:  Journal Article    
Journal Detail:
Title:  International journal of health care quality assurance incorporating Leadership in health services     Volume:  16     ISSN:  1366-0756     ISO Abbreviation:  Int J Health Care Qual Assur Inc Leadersh Health Serv     Publication Date:  2003  
Date Detail:
Created Date:  2003-07-21     Completed Date:  2003-08-26     Revised Date:  2004-11-17    
Medline Journal Info:
Nlm Unique ID:  9711269     Medline TA:  Int J Health Care Qual Assur Inc Leadersh Health Serv     Country:  England    
Other Details:
Languages:  eng     Pagination:  143-53     Citation Subset:  H    
School of Management, University of Surrey, Guildford, UK.
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MeSH Terms
Aged, 80 and over
Data Interpretation, Statistical
Dietary Services / standards*
Factor Analysis, Statistical
Food Service, Hospital / standards*
Health Care Surveys
Hospitals, Public / standards
Middle Aged
Patient Satisfaction / statistics & numerical data*
Quality Indicators, Health Care*
State Medicine / standards

From MEDLINE®/PubMed®, a database of the U.S. National Library of Medicine

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