基于服务质量差距模型的护理服务质量管理实践  

Practice of nursing service quality management based on service quality gap model

作　　者：杨阿宁 杨红梅[2] 

机构地区：[1]浙江省温岭东方医院护理部,浙江温岭317525 [2]西安市儿童医院护理,陕西西安710000

出　　处：《医院与医学》2015年第1期43-45,共3页Hospital and Medicine

摘　　要：目的探讨服务质量差距模型在护理服务质量管理中的应用效果。方法选择2013年5月-2014年6月期间我院5282例住院患者为研究对象，根据服务质量差距模型应用前后分为对照组（2013年5月至2013年12月期间2357例住院患者）和实验组（2014年1月至2014年6月期间2925例住院患者）；对照组进行常规护理，在患者出院时评价护理服务质量差距和护理服务质量；实验组根据对照组患者的护理服务质量差距，分析护理服务质量问题原因，改进护理措施，在患者出院时根据护理服务质量差距分析护理服务质量，问卷调查患者住院满意度。结果与对照组比较，实验组护理服务质量差距明显减小（P〈O．05）、患者住院满意度明显提高（P〈O．05）。结论基于服务质量差距模型的护理服务质量管理实践，使护理管理具有方向性，提高了护理服务质量和患者住院满意度，值得在临床护理管理实践中推广应用。Objective To discuss the application of service quality gap model in nursing service quality management. Methods 5282 cases of hospitalized patients from May 2013 to June 2014 in our hospital were included, as the object of the study, based on the service quality gap model, were divided into control group（ 2357 hospital patients from May 2013 to December 2013） and experimental group（ 2925 hospitalized patients from January 2014-June 2014 period ）. Giving routine nursing care to control group and then to evaluate nursing quality and quality gap when the patient was discharged. In experimental group, according to nursing quality gap in control group, the researchers improved nursing through analyzing the causes of nursing quality problems. And then based on nursing quality gap, the researcher analyzed the nursing quality and surveyed patients＇satisfaction when dis- charged were analyzed. Results Compared with the control group, the experimental group significantly reduced the gap between quality of care （P 〈0.05）, patient satisfaction improved significantly （P 〈0.05）. Conclusion Nursing service quality management practice based on service quality gap model offer the direction for nursing management. It improved quality of care and patients＇ satisfaction, and is worth applying in clinical nursing management.

关 键 词：服务质量差距模型 护理服务质量 管理 

分 类 号：R197.323[医药卫生—卫生事业管理]