基于服务质量差距模型的"影子"护士参与住院患者体验的质性研究  

Qualitative research on the experience of"shadow"nurses participating in inpatients based on service quality gap model

作　　者：李少玲[1] 卢晓虹[1] 魏丽丽[2] 赵倩[1] 张新伟 单信芝[2] Li Shaoling;Lu Xiaohong;Wei Lili;Zhao Qian;Zhang Xinwei;Shan Xinzhi(Department of Cardiovascular Medicine,the Affiliated Hospital of Qingdao University,Qingdao 266000,China;Department of Nursing,the Affiliated Hospital of Qingdao University,Qingdao 266000,China)

机构地区：[1]青岛大学附属医院心血管内科,青岛266000 [2]青岛大学附属医院护理部,青岛266000

出　　处：《中华现代护理杂志》2021年第12期1553-1557,共5页Chinese Journal of Modern Nursing

基　　金：2018年度首届"青岛市护理学会自主创新科研项目(3);《中国护理管理》杂志社护理管理科研基金资助项目(CNM-2017-05)。

摘　　要：目的探讨"影子"护士扮演住院患者家属的真实体验,为改善患者就医体验提供参考。方法2019年10—11月,采用目的抽样法,应用质性研究的方式以服务质量差距模型为指导,选取青岛大学附属医院的19名来自临床一线的"影子"护士进行半结构访谈,应用现象学的分析方法及Nvivo 11.0中文版软件辅助分析资料。结果"影子"护士扮演住院患者家属真实体验可归纳为5个主题群:患者和护士对护理服务的认知存在差距;某些现行制度标准不能满足患者需求;护理服务并未完全落实既定规章制度;患者感知与护理服务存在差异;感触与反思。结论"影子"护士体验活动能发掘住院患者就医体验及需求,分析护理服务存在问题,有针对性地改善患者就医体验和满足需求。Objective To explore the real experience of"shadow"nurses acting as family members of hospitalized patients and provide references for improving patients'medical experience.Methods From October to November 2019,a total of 19"shadow"nurses from the the Affiliated Hospital of Qingdao University were given semi-structured interviews with the guidance of service quality gap model using the purposive sampling method and qualitative research.The phenomenological analysis method and Nvivo 11.0 Chinese software were applied to assist the data analysis.Results The real experience of"shadow"nurses acting as family members of inpatients can be summarized into five thematic groups.Firstly,there was a gap between patients'and nurses'cognition of nursing service.Second,some current system standards could not meet the needs of patients.Third,nursing services didn't fully implement the established rules and systems.Fourth,there was a difference between patient perception and nursing services.The fifth theme was feelings and reflections.Conclusions The"shadow"nurse experience activity can explore the medical experience and needs of inpatients,analyze the problems in nursing services and improve the medical experience of patients and meet their needs in a targeted manner.

关 键 词：护士 "影子"护士 就医体验 质性研究 服务质量差距模型 

分 类 号：R47[医药卫生—护理学]