Learning Objective #1: 1) identify and discuss nursing service quality as expected by the patients.

Learning Objective #2: 2) use the results of this research to construct instrument for nursing quality measurement and improvement.

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Aim:              The aim of this qualitative research was to describe nursing service quality as expected by patients            
Method :          Sixty two patients in six hospitals located in Bangkok Metropolis were selected through purposive sampling. The instrument was semi-structure open ended interview form. The data were collected by in-depth interview and were analyzed by content analysis.
Results :          Nursing service quality expected by Thai patients were as follows:

1)      Servicescape of patient wards; the patients expected convenience, privacy, safety, calm with beautiful and peaceful environment, good ventilation, appropriate temperature and light, no mosquitoes , adequacy of space, utility and modern medical equipments. 2) Affection and warm welcome; including smiling and greeting, asked them regarding their health problems and needs, offered them for help and suggestion, facilitated and take care them as if they were relatives.  They also expected nurses will be polite, good manner, friendly, encouragement and dependable.   3) Specialty in nursing practice; including diagnosis of patients problems and needs, priority setting and decision making for individual patient, help them promptly when they were in danger, emergency or crisis. 4)  Empathy and caring; including visit the patients, ask them regarding  their health condition, close caring with continuity, raise their hope, give immediate care for relieving pain,  encouragement and understanding.  5) Health teaching; including understandable teaching, knowledge concerning diseases, drugs, lab results, give them information before treatment or special diagnosis.  6)  One stop service and       7) Nursing ethic; including equity respected their personal rights and prestige. In conclusion, nursing service expected by patients was a bunch of service consisted of technical and functional quality as well as environment.  To satisfy their needs, nurses should concern these components.