应用servqual模型分析脑瘤患者对护理服务的期望与感知  

Analysis with Servqual application on expectation and perception for the nursing service in patients with brain tumors

作　　者：李蓉[1] 宋文静[1] 李美妮[1] 张欣[1] 张利岩[2] 

机构地区：[1]中国人民武装警察部队总医院神经肿瘤外科,北京100039 [2]中国人民武装警察部队总医院护理部

出　　处：《中国急救复苏与灾害医学杂志》2015年第9期832-835,共4页China Journal of Emergency Resuscitation and Disaster Medicine

基　　金：基金项目：武警部队三类课题项目：健康教育对围术期脑瘤患者家属疾病不确定感与焦虑状况影响的相关性研究（wz2011045）

摘　　要：目的分析北京某三甲医院脑瘤患者对护理服务的期望值与感知值，为临床针对性实施护理干预措施，进一步提高护理服务质量提洪指导。方法应用servqual评价量表对北京某三甲医院神经肿瘤外科350例住院的脑瘤患者进行问卷调查，对调查结果进行统计描述，了解并评价患者对该病房护理服务的期望与感知。结果脑瘤患者对护理服务各维度的期望值均较高，与实际感知值存在较大差异；护理服务质量得分为（-0．17±0．15）分，各维度得分由高到低依次为：移情性（-0．08±0．13），保证性（-0．15±0．12），有形性（-0．16±0．15），可靠性（-0．17±0．13），反应性（-0．22±0．20），可接受性（-0．39±0．08）。结论该科室护理服务质量有待进一步提高；Servqual模型有利于临床护理人员及时了解患者对护理服务的期望与感知，对护理服务质量持续改进具有极其重要的指导意义。Objective To explore how the current patients with brain tumors to percept and expect the nursing service provided in our hospital, and aim to furnish specific nursing intervention and enhanced nursing service. Methods The Servqual evaluation survey was given to a total of 350 brain tumor patients who were hospitalized during June 1 and December 31, 2013 and processed for the evaluation on patients＇ perception and expectation for the nursing service. Results It reflected a higher expectation on every dimension of nursing service and a significant gap to their actual perception; the score demonstrated as follows： the nursing service quality （-0.17±0.15）, the dimension from high to low order- empathy （-0.08±0.13）, guarantee （-0.15±0.12）, tangibility （-0.16±0.15）, reliability （-0.17±0.13）, reactiveness （-0.22 ±0.20）, and acceptability （-0.39 ± 0.08）. Conclusion The Servqual evaluation survey is considered being beneficial for clinical nursing staff to understand better their patients＇ needs and provide guide in improving the quality of the service.

关 键 词：SERVQUAL模型 脑瘤 护理质量 

分 类 号：R459.7[医药卫生—急诊医学]