Gap analysis of patient meal service perceptions

Abstract

The provision of food and drinks to patients remains a largely unexplored, multidimensional phenomenon. In an attempt to ameliorate this lack of understanding, a survey utilising a modified SERVQUAL instrument measured on a seven‐point Likert scale was carried out on‐site at four NHS acute trusts for the purpose of assessing the perceptions and expectations of meal attributes and their importance in determining patient satisfaction. The results of factor analysis found three dimensions: food properties, interpersonal service, and environmental presentation, with a high reliability (Cronbach’s α from 0.9191 to 0.7836). Path analysis further established sophisticated causal relations with patient satisfaction. The food dimension was found to be the best predictor of patient satisfaction among the three dimensions, while the interpersonal service dimension was not found to have any correlation with satisfaction. Bridging the gaps that exist between perceptions and expectations can improve the quality of meal services for the purpose of maximising patient satisfaction and ultimately aiding in patient recovery.

Citation

Jessica Hwang, L., Eves, A. and Desombre, T. (2003), "Gap analysis of patient meal service perceptions", International Journal of Health Care Quality Assurance, Vol. 16 No. 3, pp. 143-153. https://doi.org/10.1108/09526860310470874