Comparing Patients’ and Nurses’ Expectations of Nursing service and Medical Cares in Alzahra Teaching Hospital in Isfahan city

Abstract

Introduction: Studying patients’ (as consumers) and nurses’ (as care providers) expectations is very important. This study aimed to determine the differences between patients and nurses’ expectations of nursing service and medical cares in Alzahra teaching hospitals in Isfahan. Methods: This descriptive cross-sectional study was conducted in Isfahan in the second half of 2011. 120 nurses and 114 patients were selected randomly. Data were collected through self-rating questionnaire and data analysis was done through descriptive and inferential (t-test) statistical methods. Results: Results showed significant differences between patients and nurses’ expectations of nursing care. In all dimensions, the mean scores of patients’ expectations were consistently higher than nurses’ mean score. In both group (nurses and patients) the highest rating was related to tangibility. Conclusion: In nurses’ view, the most important item was “Having a clean and tidy appearance” and in patients’ view, it was “Considering the cleanliness and hygiene of the patients'’ room”. Therefore, it is necessary to consider these items to improve the service quality and satisfaction.

Keywords

• expectations
• nursing service
• medical cares
• teaching hospital