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Gap analysis of patient meal service perceptions.

Hwang, LJ, Eves, A and Desombre, T (2003) Gap analysis of patient meal service perceptions. Int J Health Care Qual Assur Inc Leadersh Health Serv, 16 (2-3). pp. 143-153.

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Abstract

The provision of food and drinks to patients remains a largely unexplored, multidimensional phenomenon. In an attempt to ameliorate this lack of understanding, a survey utilising a modified SERVQUAL instrument measured on a seven-point Likert scale was carried out on-site at four NHS acute trusts for the purpose of assessing the perceptions and expectations of meal attributes and their importance in determining patient satisfaction. The results of factor analysis found three dimensions: food properties, interpersonal service, and environmental presentation, with a high reliability (Cronbach's alpha from 0.9191 to 0.7836). Path analysis further established sophisticated causal relations with patient satisfaction. The food dimension was found to be the best predictor of patient satisfaction among the three dimensions, while the interpersonal service dimension was not found to have any correlation with satisfaction. Bridging the gaps that exist between perceptions and expectations can improve the quality of meal services for the purpose of maximising patient satisfaction and ultimately aiding in patient recovery.

Item Type: Article
Authors :
NameEmailORCID
Hwang, LJUNSPECIFIEDUNSPECIFIED
Eves, Aa.eves@surrey.ac.ukUNSPECIFIED
Desombre, TUNSPECIFIEDUNSPECIFIED
Date : 2003
Uncontrolled Keywords : Adolescent, Adult, Aged, Aged, 80 and over, Data Interpretation, Statistical, Dietary Services, Factor Analysis, Statistical, Female, Food Service, Hospital, Health Care Surveys, Hospitals, Public, Humans, Male, Middle Aged, Patient Satisfaction, Quality Indicators, Health Care, State Medicine, Surveys and Questionnaires
Related URLs :
Depositing User : Symplectic Elements
Date Deposited : 16 May 2017 14:52
Last Modified : 17 May 2017 14:28
URI: http://epubs.surrey.ac.uk/id/eprint/815495

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