Abstract:

Objective To understand the status and influencing factors of outpatient nursing service quality perceived by older patients. Methods A total of 619 older outpatients were investigated by the nursing service quality evaluation scale and the general information sheet. Results The total score of nursing service quality was （77.93±6.35），and the score index was 77.93%；the score of tangible was（20.69±2.32），and the score index was 82.76%；the score of assurance was（24.06±2.93），and the score index was 80.20%；the score of responsiveness was （15.12±2.33），and the score index was 75.60%；and the score of empathy was（18.05±3.48），and the score index was 72.20%. Gender，education，marital status，and the number of chronic diseases were the influencing factors of the total score of care services quality in older outpatients，which can explained 27.6% of the total variation. Conclusion The nursing care service quality perceived by olde pateints reached the qualified level. On the basis of ensuring the tangible and responsive quality of nursing services for older patients，outpatient nursing administrators should give priority to the quality of nursing services in empathy and responsiveness，and give targeted nursing intervention according to the results of influencing factor analysis，so as to achieve the continuous improvement of outpatient nursing services and improve the satisfaction of older patients.

Key words: Outpatients, Aged, Questionnaires, Quality of nursing service