基于重要性矩阵的住院患者护理服务体验关键驱动因素分析  

Critical factors of inpatient experience with nursing care using importance-perfor-mance matrix analysis

作　　者：陈潇 张育红 杨春 陈建友 韩彭飞 张玉侠 Chen Xiao;Zhang Yuhong;Yang Chun;Chen Jianyou;Han Pengfei;Zhang Yuxia(Nursing Department,Zhongshan Hospital of Fudan University,Shanghai 200032,China)

机构地区：[1]复旦大学附属中山医院护理部,上海200032 [2]复旦大学附属中山医院信息科,上海200032

出　　处：《护理学杂志》2024年第21期68-72,共5页Journal of Nursing Science

基　　金：上海市卫生健康委员会上海市加强公共卫生体系建设三年行动计划(2023-2025年)重点学科项目(GWVI-11.1-46)。

摘　　要：目的分析住院患者护理服务体验的关键驱动因素,为改善患者就医感受提供重点和方向。方法采用住院患者护理服务体验评价量表,通过医院患者体验信息化管理平台,对2023年1-12月住院的患者进行调查。采用重要性矩阵分析方法,明确患者体验的关键驱动因素。结果纳入16700例患者,患者护理服务体验总体评分为(4.42±0.92)分。患者护理服务体验要素分为4个象限,分别是亟待改进区(12个条目)、竞争优势区(3个条目)、次要改进区(3个条目)和继续维持区(12个条目)。结论出入院管理、信息与教育、情感支持、沟通与协调维度是患者护理服务体验的关键驱动因素,应成为改进护理服务质量的重点与方向。Objective To analyze the critical factors of inpatient experience with nursing care and to provide direction for improving patient experience.Methods Patients who admitted in the hospital from January to December 2023 were surveyed using the Inpatient Experience with Nursing Care Scale through the patient experience information management platform.Importance-performance matrix analysis was used to identify the key motivators of patient experience.Results A total of 16,700 patients were included,and the overall score of the patient experience with nursing care was 4.42±0.92.The elements of inpatient experience with nursing care were separated into four quadrants:urgent improvement needed(12 items),competitive advantage(3 items),low priority for improvement(3 items),and maintain(12 items).Conclusion The admission and discharge management,information and education,emotional support,communication and coordination are the critical factors of patient experience with nursing care and should become the focus of quality improvement.

关 键 词：住院患者 患者体验 护理服务体验 重要性矩阵分析 出入院管理 信息与教育 情感支持 护理管理 

分 类 号：R47[医药卫生—护理学] C931.3[医药卫生—临床医学]