Hospital service ; Expectation ; Satisfaction ; Parents ; Child
Abstract
Purpose: The purpose of this study was to investigate parent expectation and satisfaction with respect to
pediatric inpatient care and to identify the variables related to parent satisfaction. Methods: The study was
conducted in pediatric wards of a tertiary children’s hospital in Korea. The participants were 361 parents of
children who were inpatients. Data were collected using a structured questionnaire (The Pediatric Family
Satisfaction Questionnaire) at the time of discharge. Results: The highest parent expectation domain was
medical service. The parents were most satisfied with nursing service and least satisfied with general hospital
service and accommodation. The parents expressed lower satisfaction with hospital facilities, equipment,
noise, cleanliness, and communication by health care professionals. Parents with younger children reported
higher expectation from the complete hospital service and those who had a longer length of stay reported
higher expectation from the nursing service. Conclusion: To improve the quality of hospital services, we need
to understand parent expectation and improve and provide clear communication. In addition, the general
hospital service and accommodation should not be overlooked for improvement.