Research on Quality of Family-centered Information Communication Service in Perioperative Period

Abstract

Abstract Objective To use the service quality gap model to analyze the information communication service in perioperative period and formulate management measures to improve the experience for surgery patients in perioperative period. Method 114 families of level 3 and level 4 elective surgical patients in a Grade-A Tertiary Hospital from January to March in 2022 were analyzed by cross-sectional cluster sampling. The assessment scale of the information communication service in perioperative period, which involved 5 dimensions and 22 items in total, was made by referring to the model framework and combining the positioning and characteristics of operating theatre service. The expectation scale was distributed 1 day prior to surgery, and the perception scale was distributed 1 day after operation. The gap between the expected and perceived service quality was analyzed, classified and ranked, the multi-factor analysis method was used to determine the effect of patients’ general state on patients’ perceived service, and the service quality gap model was also used to analyze the survey result to determine the demand attributes. Result The perception level of family-centered information communication service in perioperative period is (6.23±0.32), the mean of expectation is (6.72±0.30), and the score difference is significant statistically (P＜0.05); the average SQ of 5 dimensions is ranked as follows: responsiveness, assurance, tangibility, reliability, empathy; age, times of medical treatment and self-care ability are all factors that affect nursing service. Conclusion: The service quality gap model is a method of service quality evaluation from the perspective of patients’ families. The application of the model to the analysis of service subject’s expectations and actual feelings can be used to help managers to find out the root that results in quality problems and look for the proper measures with pertinence that eliminate the gap.