Nurses' Perceptions of Medical Services in Acute Care Hospitals in the Post-COVID-19 Era

Yoko Nakano, Department of Nursing, Kochi Medical School, Kochi University, Kohasu, Okoh-cho, Nankoku-shi, Kochi 783-8505, JapanFollow
Tomoya Yokotani, Department of Nursing, Faculty of Wakayama Health Care Sciences, Takarazuka University of Medical and Health Care, Wakayama, Japan
Rika Nakajima, Department of Nursing, Kochi Medical School, Kochi University, Kohasu, Okoh-cho, Nankoku-shi, Kochi 783-8505, Japan
Hidemi Yoshii, Kagawa University Hospital, Kagawa, Japan

ORCID

Yoko Nakano: https://orcid.org/0000-0002-4084-000X

Tomoya Yokotani: https://orcid.org/0000-0001-9157-2984

Abstract

Purpose: This study aimed to clarify nurses' perceptions of healthcare services in acute care hospitals. Methods: A cross-sectional, anonymous, web-based questionnaire was conducted using SurveyMonkey. Participants were selected using convenience sampling. The survey included questions about the participants' basic attributes and the 22-item M-SERVQUAL scale (a modified multiple-item scale for measuring consumer perceptions of medical service quality). Data analysis involved age-based comparisons using the Kruskal–Wallis test, followed by multiple comparisons using the Bonferroni method. The significance level was set at p < 0.01. Results: The survey was distributed to 1,542 participants, yielding 566 valid responses, with an effective response rate of 36.7%. Age distribution revealed that the largest group was 40–49 years old (26.0%). Among the job positions, 57.6% of the respondents aged 50–59 were nurse managers. Significant differences were found in the first factor, reliability, and the second factor, assurance and responsiveness of the M-SERVQUAL when comparing the age groups. However, no significant differences were found in the third factor, empathy, or tangibles in the fourth. Post-hoc analysis revealed significant differences in reliability, assurance, and responsiveness between the 20–29, 30–39, and 50–59 age groups. Conclusion: Although introducing new healthcare services is necessary in the post-pandemic era, providing care based on trust between patients and providers remains important. Strengthening educational involvement and creating an environment in which nurses of all ages can provide optimal care is essential for achieving this goal.

Recommended Citation

Nakano Y, Yokotani T, Nakajima R, Yoshii H. Nurses' Perceptions of Medical Services in Acute Care Hospitals in the Post-COVID-19 Era. Patient Experience Journal. ; 13(2):88-93. doi: 10.35680/2372-0247.2073.