基于Servqual模型的普外科患者感知护理质量现状及影响因素分析  

Analysis of the status quo and influencing factors of perceived nursing quality of general surgery patients based on SERVQUAL model

作　　者：张薛晴 钟琴 宋玉磊[1] 徐桂华[1] 柏亚妹[1] ZHANG Xueqing;ZHONG Qin;SONG Yulei;XU Guihua;BAI Yamei(School of Nursing,Nanjing University of Traditional Chinese Medicine,No.138,Xianlin Avenue,Qixia District,Nanjing,210023,Jiangsu Province,PRC)

机构地区：[1]南京中医药大学护理学院,江苏省210023 [2]江西中医药大学护理学院,江西省南昌市330004

出　　处：《中国医院》2020年第5期51-54,共4页Chinese Hospitals

基　　金：教育部人文社科青年基金项目(19YJCZH139)。

摘　　要：目的:大样本调查普外科住院患者感知护理服务质量现状并分析其影响因素,找出影响服务质量的关键因素,为针对性改进普外科护理服务提供可靠依据。方法:采用方便抽样方法,用患者感知护理质量问卷对江苏南京某三甲医院普外科1214例住院患者进行调查。运用描述性分析评价普外科护理服务质量,并用t检验、方差分析和多元逐步回归分析法分析其影响因素。结果:普外科患者感知护理服务质量总体水平较高,响应性维度感知值最低。影响普外科患者感知护理服务质量的因素有5个:性别、文化程度、医疗付费方式、自理能力、SCS评分。5个自变量可解释护理服务质量24%的方差变异。结论:患者感知护理质量影响因素众多,应从患者视角剖析工作质量薄弱点,采取针对性措施改进各维度服务质量。Objective:To investigate the status quo of perceived nursing service quality of inpatients in general surgery and analyze its influencing factors,to find out the key factors affecting service quality,and to provide a reliable basis for the targeted improvement of general surgery nursing services.Methods:A convenient sampling method was used to investigate 1214 inpatients in the general surgery department of a top three hospital in Nanjing,Jiangsu,using the questionnaire of patients’perceived nursing quality.Use descriptive analysis to evaluate the quality of general surgery nursing services,and use t test,analysis of variance and multiple stepwise regression analysis to analyze its influencing factors.Results:The general level of general nursing patients’perception of nursing service quality was relatively high,and the perception of responsive dimension was the lowest.There are five factors that affect the quality of nursing care of general surgery patients:gender,education level,medical payment method,self-care ability,and SCS score.Five independent variables can explain 24%variance of nursing service quality.Conclusion:There are many factors influencing patients’perceived quality of care.We should analyze the weakness of work quality from the perspective of patients and take targeted measures to improve the quality of service in all dimensions.

关 键 词：Servperf模型 患者感知 护理质量 影响因素 

分 类 号：R197.3[医药卫生—卫生事业管理]