Objective To analyze the source of"perception-expectation gap"of nursing quality in patients of cardiothoracic surgery,and to explore the effect of Importance-Performance Analysis(IPA)in improving nursing quality.Method A nursing quality scale was conducted on 160 patients.The differences in patients'evaluation of nursing services at admission and at discharge were analyzed.The IPA model was used to stratify the"importanceperformance"of the nursing services.Results(1)At admission,patients had the highest overall expectation of responsive care quality,followed by reliability,assurance,tangibility,and empathy.(2)The older the patient,the higher the level of education,the lower the expectation of empathy.The lower the degree of self-care,the higher the guaranteed expectation.(3)Before discharge,patients had the highest overall perception of reliability care quality,followed by empathy,assurance,responsiveness and tangibility.(4)Women had higher perception of guaranteed care quality than men;the perception of patients aged 20-40 was significantly higher than that of other age groups.(5)Patients'perception of nursing quality of the remaining care services was significantly lower than the expectation at admission,indicating that most clinical care programs did not fully meet the patients'psychological expectations.Conclusion The expectation of quality of care in patients with thoracic surgery is generally at a high level,but there is still a gap between the current quality of care and patients'expectations.The IPA model can be used to stratify the"importance-performance"evaluation of nursing services,which helps to improve the quality of care in a targeted manner.
Hospital Managemnet Forum