Patients' Perceptions as Indicators of Quality of Nursing Services

Background: Patients' perception and their expectations of care are valid indicators of quality nursing care and to improve health services in hospitals require to measure their own performance in order to improve upon current system of service delivery. Well-designed health care delivery system can reduce hospitalization, improve quality of life and provide patient satisfaction. Aim: to assess the patients perceptions toward quality of nursing service provided at Al Noor Specialist Hospital. Subject and methods: A descriptive correlation design was used in the present study. Ninety patients admitted to medical, surgical, burn and obstetric wards, they were selected from Al Noor Specialist Hospital. Tool: Consumer Perception of Service Quality Sheet (SERVQUAL) was used to measure both patient expectation and perception of service quality. It consisted of five dimensions as follows tangibility; (assess the appearance of physical facilities and appearance of nurses), reliability; (assess nurses ability to perform the promised service dependably and accurately), responsiveness; (assess nurses willingness to help patients and provide a prompt service), Assurance.

Dr. Hala Yehia Sayed Ali: Assatant Prof., Nursing Administration, Cairo University, Egypt,Makkah Al-Mukaramah,Kingdom Saudi Arabia.