Grounded theoretical research on the theoretical framework of satisfaction of pre-screening triage service based on patient perspective
Objective To construct a theoretical framework of satisfaction with pre-screening triage service from the perspective of patients through grounded theory research,so as to provide reference for evaluating and quantifying patients'satisfaction with pre-screening triage service.Methods Using purposeful sampling and theoretical sampling methods,27 patients who had received pre-screening triage services were selected for semi-structured in-depth interviews.Applying the procedural grounded theory research method and assisted by NVIVO 12.0 software,the acquired raw data were subjected to open coding,axial coding,and selective coding,followed by a theoretical saturation test.Results Five main categories were identified,including patient expectations,ser-vice quality,information supply,humanistic care,and continuous improvement.Conclusion Patient expectations,service quality,information supply,humanistic care,and continuous improvement constitute the main factor,core factor,key factor,basic factor and guarantee factor,respectively,of pre-screening triage service satisfaction.This theoretical framework can serve as a reference for enhancing pre-screening triage services and evaluating patient satisfaction.
pre-detection and triagepatient's satisfactionrooted theorytheoretical frameworkpatient expectationin-formation supplyhumanistic carenursing quality
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