Identification of quality gaps in healthcare services using the SERVQUAL instrument and importance-performance analysis in medical intensive care: a prospective study at a medical center in Taiwan.
Shu-Ju LuHsiu-O KaoBao-Lin ChangShu-Ing GongShu-Mei LiuShih-Chi KuJih-Shuin JerngPublished in: BMC health services research (2020)
The SERVQUAL approach and IPA might provide useful information regarding the feedback by patients and their families for ICU service quality. In most aspects, the performance of the ICU satisfactorily matched the needs perceived by the patients and their families.
Keyphrases
- healthcare
- end stage renal disease
- ejection fraction
- newly diagnosed
- mental health
- chronic kidney disease
- intensive care unit
- prognostic factors
- peritoneal dialysis
- primary care
- patient reported outcomes
- depressive symptoms
- mechanical ventilation
- quality improvement
- social support
- health information
- patient reported
- extracorporeal membrane oxygenation