患者对护理服务质量感知与期望的调查研究  

Perception and expectation of patients to nursing service quality

作　　者：汤阿毛[1] 王后红[2] 陈俐娜[2] 姜爱玉[3] 葛学娣[4] 

机构地区：[1]杭州市第一人民医院急诊科,杭州市310000 [2]浙江大学医学院附属第二医院 [3]浙江医院 [4]解放军第117医院护理部

出　　处：《中华护理教育》2015年第9期689-692,共4页Chinese Journal of Nursing Education

摘　　要：目的了解不同等级医院患者对护理服务质量感知与期望。方法采用服务质量测评量表对350例住院患者进行问卷调查。结果患者对护理服务质量感知得分为(4.13±0.54)分,期望得分为(4.34±0.45)分。不同等级医院患者护理服务质量期望值均高于感知值,不同等级医院护理服务质量在有形性、反应性2个维度评分上存在差异(P<0.05)。结论各医院的护理服务质量还未能达到患者的期望,二级医院应重点加强医院设施建设,并鼓励护理人员及时为患者提供服务,以满足患者需求。Objective To investigate the perception and expectation of patients to nursing service quality in different classes hospitals. Methods Totally 350 inpatients were investigated using the Service Quality Questionnaire.Results The perception score and expectation score was（4.13±0.54） and（4.34±0.45）,respectively. The expec-tation score was significantly higher than the perception score（P〈0.05）. Significant differences were found in the dimension scores of tangibility and reactive among patients in different classes hospitals（P〈0.05）. Conclusion The nursing service quality needs to be further improved. The secondary-class hospitals should strengthen the improvement of hospital facilities and instruments,encourage nursing staff to provide timely nursing service and meet patients＇ needs better.

关 键 词：病人满意度 问卷调查 服务质量 

分 类 号：R47[医药卫生—护理学]