基于Servqual模型血液透析中心护理服务质量影响因素的分析  

Analysis of the influencing factors for nursing service quality in hemodialysis centers based on Servqual model

作　　者：李雪 周谊霞 何珊[1] LI Xue;ZHOU Yi-Xia;HE Shan(Hemodialysis Center,Guizhou Provincial People's Hospital,Guiyang 550004,China;School of Nursing,Guizhou Medical University,Guiyang 550004,China)

机构地区：[1]贵州省人民医院血液净化中心,贵阳550002 [2]贵州医科大学护理学院,贵阳550004

出　　处：《中国血液净化》2021年第3期208-212,共5页Chinese Journal of Blood Purification

基　　金：国家自然科学基金(818600890);“天诚汇智”创新促教基金(2018B01033)。

摘　　要：目的根据血液透析中心特性构建适合评价血液透析中心护理服务质量的模型,调查患者对血液透析中心护理服务质量的评价,分析其影响因素并提出建议。方法选取2019年5月~8月在贵州省3所综合医院血液透析中心治疗的540名患者为调查对象,采用自行构建的护理服务质量评价量表进行调查,采用多重线性回归分析其影响因素。结果血液透析患者对护理服务质量在有形性、可靠性、响应性、移情性、安全性、透明性、有效性7个维度的感知差异评价均为负值,且差异有统计学意义(t值分别为-21.742,-24.973,-34.006,-34.583,-15.415,-19.542,-34.289;P值分别为<0.001,<0.001,<0.001,<0.001,<0.001,<0.001,<0.001)。多重线性回归分析显示患者月收入5000元以上(β=0.644,95%CI:0.476~0.614,P<0.001)、年龄在61~75岁(β=0.508,95%CI:0.338~0.471,P<0.001)和公费医疗(β=-0.145,95%CI:-0.269~-0.036,P=0.011)是影响血液透析中心护理服务质量总感知差异评分的主要因素。结论患者总体感知血液透析中心护理服务质量水平较低,且受多因素影响,因此应根据不同患者需求从各方面针对性地改进,切实提高血液透析中心服务质量。Objective According to the working characteristics in hemodialysis centers,a model for evaluating nursing quality in hemodialysis centers was established.Nursing quality estimated by the patients was conducted,the influencing factors for nursing quality were analyzed,and the measures to improve nursing quality were then suggested.Methods A total of 540 patients treated in the hemodialysis centers in the three general hospitals in Guizhou province from May to August 2019 were recruited as the subjects for investigation.The self-designed nursing quality evaluation scale was used for the investigation.Multivariate linear regression was used to analyze the influencing factors.Results The perception difference score of nursing quality in the seven dimensions of tangibility,reliability,responsiveness,empathy,safety,transparency and effectiveness showed negative values(t=-21.742,-24.973,-34.006,-34.583,-15.415,-19.542 and-34.289 respectively;P<0.001).Multivariate linear regression found that monthly income>5000 yuan(β=0.644,P<0.001),61~75 years old(β=0.508,P<0.001)and public medical service(β=-0.145,P=0.011)were the influencing factors for the overall perception difference score of nursing quality in the hemodialysis centers.Conclusion The overall perception of nursing quality in the hemodialysis centers by MHD patients was negative,and was affected by many factors.Therefore,improvement of nursing quality in the hemodialysis centers must be consistent with the various needs from different kinds of MHD patients.

关 键 词：SERVQUAL模型 血液透析 服务质量 影响因素 

分 类 号：R473[医药卫生—护理学]