Objectives: This study aims to explore the inner customers’ perception of the healthcare service quality on nurse practitioners. Next to explore the factors affecting the perception on that.
Methods: In this survey study, a structured questionnaire was established for the research instrument which was modified based on the theory of SERVQUAL. A self-administrated survey was adopted by the research subject from a regional hospital in southern Taiwan. A total of 204 medical staff (with 93% of response rate) completed the survey between 2018/04/30 and 2015/05/15. Importance-performance analysis (IPA) was used for research analysis to explore the inner customers’ perception of the healthcare service quality on nurse practitioners and further analyzed by the software package of SPSS18.0.
Results: In the reactive facet of this study, the total average calculated was 3.99, and the total facet was ranked first. In terms of the average score of each item, the item (which can promptly and accurately report the current status of the patient's disposal) is the highest (4.04), (with the medical assistance behavior to expand the scope of nursing business, and play the cooperation ability of the medical team). The item is the lowest (3.93). There are significant differences in the degree of education satisfaction between the medical staff and the nursing care staff's quality of care-satisfaction service-satisfaction, and the scores of the institute are higher than the specialists.
Conclusions: The results of the study showed that only the work units in the various categories showed significant significance in the five facets of the IPA, and the satisfaction of the surgical department of the work unit, especially the researchers, was higher than that of other departments. In the current position, the nursing supervisor's satisfaction with tangibility is lower than that of the nursing staff, and the degree of attention and satisfaction of the quality of the care aspect is analyzed. The results show that it is reactive in the continued maintenance area and falls on. The over-service area is guaranteed and considerate; the low-priority area is reliable; the falling-down service area is tangible. Suggest：1. Strengthen the training and training pipelines of specialist nurses. In order to improve the willingness of teachers to participate in training, we will establish a more advanced system of specialist nurses to strengthen the quality of quality care services. 2. Improve the academic research of specialist nurses, strengthen professional ability, reshape professional image, and improve the quality of care services. 3. Training of clinical business, advanced skills, and critical thinking and clinical decision-making skills by senior attending physicians. 4. Set clear management methods and scope of job capabilities, including work content, service volume and promotion system, so that the nurse practitioner can follow the rules, which can reduce work pressure and improve job satisfaction.