基于SERVQUAL模型的胸痛中心胸痛急救护理质量评价体系的构建  

Construction of quality evaluation system of chest pain emergency nursing in chest pain center based on SERVQUAL model

作　　者：陈晨[1] 冯金星[1] 张晓霞[1] 谢瑞怡 刘佳莉 朱彧婷 王培[1] CHEN Chen;FENG Jinxing;ZHANG Xiaoxia;XIE Ruiyi;LIU Jiali;ZHU Yuting;WANG Pei(Jiangsu Provincial Hospital of Chinese Medicine,Jiangsu 210029 China)

机构地区：[1]江苏省中医院,江苏210029

出　　处：《护理研究》2022年第10期1717-1723,共7页Chinese Nursing Research

基　　金：江苏省中医院院级课题,编号:Y20070。

摘　　要：目的:基于SERVQUAL模型构建胸痛中心胸痛急救护理质量评价体系。方法:基于SERVQUAL模型及文献研究、病例回顾结果拟定胸痛中心胸痛急救护理质量评价指标,运用Delphi法对20名专家进行咨询,进行预试验,构建最终版胸痛中心胸痛急救护理质量评价体系。结果:形成包含5个一级指标、17个二级指标、67个三级指标的胸痛中心胸痛急救护理质量评价体系,2轮专家咨询问卷回收率分别为95.0%和90.0%,专家权威系数分别为0.91和0.89,第2轮肯德尔和谐系数高于第1轮。结论:本研究构建的基于SERVQUAL模型的胸痛中心胸痛急救护理质量评价体系具有较强的科学性、可靠性和实用性,可为提升胸痛护理质量及改善病人预后提供参考。Objective:To construct quality evaluation system of chest pain emergency nursing in chest pain center based on SERVQUAL model.Methods:Constructed quality evaluation indexes of chest pain emergency nursing in chest pain center based on SERVQUAL model and results of literature research and case review.A total of 20 experts were inquired with Delphi method,and preliminary test was conducted.The final version of quality evaluation system of chest pain emergency nursing in chest pain center was constructed.Results:The formed quality evaluation system of chest pain emergency nursing in chest pain center included 5 first⁃level indexes,17 second⁃level indexes and 67 third⁃level indexes.The recovery rates of the two rounds of expert consultation questionnaires were 95.0%and 90.0%,respectively.Expert authority coefficients were 0.91 and 0.89,respectively.And the Kendall harmony coefficient values in the second round were higher than those in the first round.Conclusions:The quality evaluation system of chest pain emergency nursing in chest pain center based on SERVQUAL model constructed in this study has strong scientificity,reliability and practicability,which can provide reference for improving chest pain nursing quality and improving patient prognosis.

关 键 词：SERVQUAL模型 胸痛 急救 护理质量 评价体系 护理 

分 类 号：R472.2[医药卫生—急诊医学]