Research into care quality criteria for long-term care institutions.
The purpose of this paper was to determine the criteria that reflect the quality of care provided by long-term care institutions. Research was conducted using a two-step procedure that first utilized the SERVQUAL model with Fuzzy Delphi Method to establish the proper criteria by which service quality could be measured. A total of 200 questionnaires were mailed to expert respondents, of which 89 were returned and 77 deemed valid for use in this study. We then applied the Multi-Criteria Decision Making Process to determine the degree of importance of each criterion to long-term care institution service quality planning work. Secondly, 200 questionnaires were distributed and 74 valid responses were returned. Based on the 5 SERVQUAL model constructs, this study found 17 of the 28 criteria, to be pertinent to nursing care quality, with those in the Responsiveness and Empathy domains being the ones most critical.
Wang
Wen-Liang
WL
Department of Information Management, Chung Hua University, Hsinchu City, Taiwan, ROC. abewang@chu.edu.tw
Chang
Hong-Jer
HJ
Liu
An-Chi
AC
Chen
Yu-Wen
YW
D000368:Aged; D001291:Attitude of Health Personnel; D001294:Attitude to Health; D032921:Consensus; D003657:Decision Making; D003697:Delphi Technique; D005190:Family / Q000523:psychology; D017143:Fuzzy Logic; D005851:Geriatric Nursing / Q000592:standards; D006301:Health Services Needs and Demand; D006801:Humans; D008134:Long-Term Care / Q000592:standards; D016294:Models, Nursing; D017146:Models, Organizational; D009732:Nursing Care / Q000592:standards; D015403:Nursing Evaluation Research; D009735:Nursing Homes / Q000592:standards; D019984:Quality Indicators, Health Care / Q000458:organization & administration*; D011795:Surveys and Questionnaires; D013624:Taiwan; D017749:Total Quality Management / Q000458:organization & administration