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Nursing personnel as a must-be quality characteristic in a public hospital

Lia Krasadaki, Grigoroudis Evangelos

Πλήρης Εγγραφή

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Περίληψη

Nursing care covers the whole range of hospital services. In many surveys, patient satisfaction from nurse carehas been identified as the most important factor influencing overall patient satisfaction.This paper refers to a partof a wider survey aiming to categorize services provided by a public hospital on the three levels of quality,according to Kano’s model.Based on the model,the quality characteristics are grouped on three distinctive levels:expected quality (characteristics deemed as given/basic), desired quality (characteristics whose performanceaffects satisfaction) and attractive quality (characteristics which create added value and can bring high levels ofsatisfaction).The paper analyzes the results of the survey on citizen satisfaction from the local public hospital andcategorizes the characteristics on the three aforementioned quality levels.One of the parameters examined waspersonnel, further analyzed in medical and nursing personnel as well as other supporting personnel.The resultsshow that the personnel in general and the nursing personnel in particular is a must-be quality characteristic,and thus it constitutes a major component of the services provided by a public hospital.

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