| Gap analysis of patient meal service perceptions. | |
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MedLine Citation:
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PMID: 12870254 Owner: NLM Status: MEDLINE |
Abstract/OtherAbstract:
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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. |
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Authors:
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Li-Jen Jessica Hwang; Anita Eves; Terry Desombre |
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Publication Detail:
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Type: Journal Article |
Journal Detail:
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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:
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Created Date: 2003-07-21 Completed Date: 2003-08-26 Revised Date: 2004-11-17 |
Medline Journal Info:
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Nlm Unique ID: 9711269 Medline TA: Int J Health Care Qual Assur Inc Leadersh Health Serv Country: England |
Other Details:
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Languages: eng Pagination: 143-53 Citation Subset: H |
Affiliation:
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School of Management, University of Surrey, Guildford, UK. |
Export Citation:
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APA/MLA Format Download EndNote Download BibTex |
| MeSH Terms | |
Descriptor/Qualifier:
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Adolescent Adult Aged Aged, 80 and over Data Interpretation, Statistical Dietary Services / standards* Factor Analysis, Statistical Female Food Service, Hospital / standards* Health Care Surveys Hospitals, Public / standards Humans Male Middle Aged Patient Satisfaction / statistics & numerical data* Quality Indicators, Health Care* Questionnaires State Medicine / standards |
From MEDLINE®/PubMed®, a database of the U.S. National Library of Medicine
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