The Effect of Interpersonal Medical Service Encounters Between Nurses and Patients on Trust, Service Quality and Patient Satisfaction
A. Background and Summary
Patients who seek medical attention come in contact with numerous medical professions and each of these has an active role that they play towards meeting the demands of the patient. However, nurses play a central role in ensuring that the environment around the patient is conducive for their recovery. Therefore, in a patient centered perspective, the relationship between the nurse and the patient should be that which optimizes the conditions for the healing of the patient. On the other hand, we can view healthcare as a service business where the nurse is a core service provider and the …show more content…
The research involved twenty-six inpatients and outpatients who had sought treatment at for different hospitals. The researcher notes that both the social and physical environment have a strong impact on the customer perception of the quality of service rendered and concludes that hospitals should invest in quality staff and enhance their physical environment to optimize customer satisfaction.
Chang, C. S., Chen, S. Y., & Lan, Y. T. (2013). Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC health services research, 13(1), 1.
In this research, questionnaires were issued to three hundred and fifty outpatients in different hospitals in Taiwan. The questionnaires sought to establish how interpersonal medical encounter between the respondents and the medics affected their satisfaction with the services. The research determined that patients have little contact with the administrative personnel and therefore, they should invest in quality staff through rigorous hiring process and periodical enhancement of staff’s skills.
b. Non-research Evidence …show more content…
The article discusses on how the patients, the medics, regulatory bodies, medical facility management, legislators and professional bodies have a role to play in ensuring that the physical and social environment of medical facilities is optimized for the wellbeing of the patient. This article places the nurse at the center of this responsibility as it is them who spend most of the time with the patients. This leaves them with the opportunity to understand the patient better and implement these preferences in the service delivery process. In addition, it is the role of the nurses to involve the other stakeholders in meeting this
A. Background and Summary
Patients who seek medical attention come in contact with numerous medical professions and each of these has an active role that they play towards meeting the demands of the patient. However, nurses play a central role in ensuring that the environment around the patient is conducive for their recovery. Therefore, in a patient centered perspective, the relationship between the nurse and the patient should be that which optimizes the conditions for the healing of the patient. On the other hand, we can view healthcare as a service business where the nurse is a core service provider and the …show more content…
The research involved twenty-six inpatients and outpatients who had sought treatment at for different hospitals. The researcher notes that both the social and physical environment have a strong impact on the customer perception of the quality of service rendered and concludes that hospitals should invest in quality staff and enhance their physical environment to optimize customer satisfaction.
Chang, C. S., Chen, S. Y., & Lan, Y. T. (2013). Service quality, trust, and patient satisfaction in interpersonal-based medical service encounters. BMC health services research, 13(1), 1.
In this research, questionnaires were issued to three hundred and fifty outpatients in different hospitals in Taiwan. The questionnaires sought to establish how interpersonal medical encounter between the respondents and the medics affected their satisfaction with the services. The research determined that patients have little contact with the administrative personnel and therefore, they should invest in quality staff through rigorous hiring process and periodical enhancement of staff’s skills.
b. Non-research Evidence …show more content…
The article discusses on how the patients, the medics, regulatory bodies, medical facility management, legislators and professional bodies have a role to play in ensuring that the physical and social environment of medical facilities is optimized for the wellbeing of the patient. This article places the nurse at the center of this responsibility as it is them who spend most of the time with the patients. This leaves them with the opportunity to understand the patient better and implement these preferences in the service delivery process. In addition, it is the role of the nurses to involve the other stakeholders in meeting this