| Summary: | BackgroundIt's necessary to pay urgent attention to the quality of the integration of medical treatment-nursing-rehabilitation in the service promotion process, especially the evaluation from the perspective of patients is lacking.ObjectiveTo investigate patients' perspective on the quality of integration of medical treatment-nursing-rehabilitation for chronic disease patients in the community in Hangzhou, to provide help for improving the quality of such services.MethodsA questionnaire survey was conducted from June to September 2020 with 550 chronic disease patients selected by convenient sampling method from the service population of 10 community health centers in five major urban districts (Jianggan, Gongshu, Xihu, Shangcheng, and Xiacheng Districts) of Hangzhou, Zhejiang Province, for collecting their general demographic information, and diseases and treatment-related information, as well as experience of receiving integration of medical treatment-nursing-rehabilitation (using the Chinese version of SERVQUAL Scale consisting of effectiveness, responsiveness, reliability, communication and empathy) .ResultsA total of 525 (95.5%) of the respondents returned responsive questionnaire. Among 525 patients with chronic diseases, 165 (31.4%) were satisfied with integration of medical treatment-nursing-rehabilitation. The patients' total average score of the service perception (5.14±0.44) did not reach their expected level (6.80±0.01) . From high to low the scores of each dimension were reliability (5.69±0.87) , effectiveness (5.43±0.85) , empathy (5.13±1.81) , communication (4.86±1.53) , responsiveness (4.77±0.98) . There was tiny difference among the scores of each dimension of the service expectation. The largest gap between perception and expectation was responsiveness (-2.01±0.14) and the smallest was reliability (-1.11±0.17) . Excluding the 20 "other" respondents in the satisfaction survey, a total of 505 respondents were analyzed by Spearman rank correlation. The results showed that the patients' service satisfaction was positively correlated with the service perception level in terms of total average score (rs=0.741, P<0.001) , and the gap between perception and expectation (rs=0.687, P<0.001) .ConclusionThe patients' service experience and satisfaction were closely related. Currently, the five aspects of effectiveness, responsiveness, reliability, communication and empathy of integration of medical treatment-nursing-rehabilitation have not reached the level of expectation of patients with chronic diseases in the community, especially the responsiveness, indicating that it is necessary to further improve the level of the service in a targeted manner.
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