临床护士对护理服务质量期望与感知差异性分析  

Evaluation and Perception Difference of Nursing Quality from Nursing Staff

作　　者：喻姣花[1] 张学辉[2] 柯卉[3] 李芬[3] 

机构地区：[1]华中科技大学同济医学院附属协和医院护理部,湖北武汉430022 [2]华中科技大学同济医学院附属协和医院研究生班,湖北武汉430022 [3]华中科技大学同济医学院附属协和医院肝胆外科,湖北武汉430022

出　　处：《护理学报》2014年第19期23-26,共4页Journal of Nursing（China）

基　　金：湖北省自然科学基金项目(2012FFB02302)

摘　　要：目的了解临床护士对护理质量期望与感知差异,为改进护理服务质量提供依据。方法基于服务质量差距模型,自行设计临床护士对护理服务质量评价量表,运用方便抽样法抽取某三级甲等医院227名临床护士进行调查研究,使用SPSS 22.0对数据进行描述性分析和配对t检验。结果总体来说,临床护士对护理服务质量期望值得分为(4.35±0.88)分,感知值得分为(4.24±0.77)分,两者差异有统计学意义(P<0.05),服务质量得分为(-0.11)分,即护理服务质量尚未达到临床护士期望值。在5个维度中,临床护士对护理服务质量评价由好到差依次为:响应性(0.56)、可靠性(-0.16)、移情性(-0.21)、保证性(-0.32)、有形性(-0.55)。21个条目中,临床护士期望值最高的是"病房具有先进的护理服务设备(4.70±0.50)",感知值最高的是"护士是有礼貌的(4.55)",服务质量评价最高的是"护士如果很忙,不能及时回应患者是可以谅解的(2.37)"。结论该院临床护士对护理服务质量期望高于感知。医院有形性建设是该院目前最急需解决的问题,应提高临床护士的保证性服务,重视临床护士需求,提高临床护士服务意识,以期提高护理服务质量。Objective To understand nursing staff’s expectation and perception difference of nursing quality and to provide reference for the improvement of nursing quality. Methods A self-designed nursing quality evaluation scale based on gaps model of service quality was applied to investigate 227 nursing staff. Results The score of expectation on nursing quality was 4.35±0.88 and that of perception 4.24±0.77, which indicated statistical significance （P＆lt;0.05）. The score of nursing quality was （-0.11） which showed that there was distance between nursing quality and expectation. In terms of evaluation of nursing quality, responsiveness （0.56） topped the five dimensions of the scale, followed by reliability （-0.16）, empathy （-0.21）, assurance （-0.32） and tangibility （-0.55）. Among 21 items, advanced nursing equipment 4.70 ±0.50 was the most highly anticipated in terms of expectation and the highest score of perception was from the item of politeness of nurses but that of nursing quality from the item of acceptance of late response because of busy work （P＆lt;0.05）. Conclusions There is distance between nursing quality expectation and perception. Tangible construction is in urgent need in the hospital and the assurance services of nursing staff need to be improved. The improvement of nursing staff’s service awareness and the satisfaction of their needs benefit the enhancement of nursing quality.

关 键 词：护理服务质量 服务质量差距模型 期望 感知 

分 类 号：R47[医药卫生—护理学]