服务质量差距模型在多元文化护理中的应用  

The application of Service Quality Gap Model in the management of transcultural nursing

作　　者：彭幼清[1] 张莉萍[1] 姚蔓玲[1] 周如女[1] 

机构地区：[1]同济大学附属东方医院护理部,上海市200120

出　　处：《中华护理杂志》2009年第7期603-606,共4页Chinese Journal of Nursing

基　　金：上海浦东新区社会发展局立项课题(编号:PW2005A-2)

摘　　要：目的探讨特需患者期望与感知到的护理服务之间的差距及弥合措施。方法采用自行设计问卷对上海某大学附属医院特需部35名外籍患者进行需求调查;对全体护士实施差距护理措施管理,包括了解患者期望制度、选择正确的服务设计和标准、执行标准及执行服务传递与对外承诺匹配制度;比较实施前后护士多元文化护理认知水平和患者及医生的满意度。结果患者需求期望主要有:保护隐私,外语交流,就医便捷,尊重宗教信仰、习俗禁忌及遵守社交礼仪等;99%护士认为学习多元文化护理知识是满足患者期望的前提,特需护理服务应提供多元文化护理;实施前后护士多元文化护理认知差异(P<0.05)和患者及医生满意度差异(P<0.01,P<0.05)均有统计学意义。结论服务质量差距模型在特需护理管理中的应用具有可行性,有效提高了特需护理服务质量。Objective To determine the gap between patient＇s expectation and perception of nursing service in special medical units ,and evaluate the effect of strategies to bridge the gap. Methods Based on the data of nursing demands of 35 patients in special medical units as welt as the Service Quality Gap Modei,the following management measures were carried out,such as establishing regulations to investigate patients＇ expectations periodically,choosing proper service flow and standards,implementing the standards and service delivery with external matching system. The nurses＇ recognition to transcuhural nursing,patient satisfaction and doctor satisfaction were compared before and after the implementation. Results The patients＇ expectations to nursing care were protection of privacy ,communication in English ,convenient medical care ,respect for religious beliefs,conventional taboos as well as social etiquette,etc. 99% of nurses thought that learning transcuhural nursing knowledge was the premise to meet the expectations of patients. There were significant differences in the nurses＇ recognition to muhicultural nursing （P〈0.05） as well as the patient satisfaction and doctor satisfaction （P〈0.01 ,P〈0.05） before and after the implementation. Conclusion The application of Service Quality Gap Model in the management of transcultural nursing is feasible and effectively improved the quality of nursing in special medical units.

关 键 词：服务质量差距模型 护理管理研究 跨文化护理 

分 类 号：R47[医药卫生—护理学] R192.3[医药卫生—临床医学]