基于服务质量差距模型的麻醉术后访视护理质量评价指标体系的构建  

Construction of an evaluation index system for nursing quality of post-anesthesia visit based on service quality gap model

作　　者：王晴 张偌翠 张转运[1] 庄珊珊 侯敏 孙玉娥[1] Wang Qing;Zhang Ruocui;Zhang Zhuanyun;Zhuang Shanshan;Hou Min;Sun Yu'e(Department of Anesthesiology,Nanjing Drum Tower Hospital,Affiliated Hospital of Medical School,Nanjing University,Nanjing 210008,China)

机构地区：[1]南京大学医学院附属鼓楼医院麻醉手术科,南京210008

出　　处：《中华现代护理杂志》2025年第5期589-595,共7页Chinese Journal of Modern Nursing

基　　金：国家自然科学基金(82071229);南京市卫生科技发展专项(YKK22071);南京大学医学院附属鼓楼医院2021年度护理科研课题(ZSB1198)。

摘　　要：目的基于服务质量差距(SERVQUAL)模型构建麻醉术后访视护理质量评价指标体系,为客观评价麻醉术后访视护理质量提供科学依据。方法于2023年10月—2024年2月以SERVQUAL模型为理论基础,通过文献检索、半结构式访谈初步拟定麻醉术后访视护理质量评价指标体系,采用德尔菲法对20名专家进行2轮函询后确定麻醉术后访视护理质量评价指标。应用层次分析法计算各级指标的权重。结果2轮函询问卷的有效回收率均为100.00%(20/20),专家的判断依据系数为0.93,熟悉程度系数为0.87,专家权威系数为0.90;2轮函询的肯德尔和谐系数分别为0.173和0.192(P<0.001)。最终形成了包括6项一级指标、14项二级指标和59项三级指标的麻醉术后访视护理质量评价指标体系,一级指标的权重为0.097~0.279,二级指标的组合权重为0.019~0.138,三级指标的组合权重为0.002~0.065。结论基于SERVQUAL模型构建的麻醉术后访视护理质量评价指标体系具有较好的科学性和实用性,可为开展我国麻醉术后访视护理质量评价提供一定的依据。ObjectiveTo construct an evaluation index system for nursing quality of post-anesthesia visit based on service quality gap(SERVQUAL)model,providing a scientific basis for objectively evaluating the quality of post-anesthesia visit nursing.MethodsFrom October 2023 to February 2024,the SERVQUAL model was used as the theoretical basis for the preliminary formulation of an evaluation index system for nursing quality of post-anesthesia visit through literature search and semi-structured interviews.Delphi method was used to determine the indicators for evaluating the nursing quality of post-anesthesia visit after two rounds of consultation with 20 experts.Analytic hierarchy process was used to calculate the weights of indicators at all levels.ResultsFor two rounds of consultation,the valid recovery rate of the questionnaires was 100.00%(20/20).The judgment coefficient for expert was 0.93,the familiarity coefficient was 0.87,and the authority coefficient was 0.90.Kendall's harmony coefficients for two rounds of consultation were 0.173 and 0.192,respectively(P<0.001).An evaluation index system for nursing quality of post-anesthesia visit was ultimately formed,including six first-level indicators,14 second-level indicators,and 59 third-level indicators.The weights of the first-level indicators ranged from 0.097 to 0.279,the combined weights of the second-level indicators ranged from 0.019 to 0.138,and the combined weights of the third-level indicators ranged from 0.002 to 0.065.ConclusionsThe evaluation index system for nursing quality of post-anesthesia visit based on the SERVQUAL model is scientific and practical,and can provide a certain basis for carrying out nursing quality evaluation for post-anesthesia visits in China.

关 键 词：麻醉护理学 SERVQUAL模型 麻醉术后访视 护理质量 评价体系 德尔菲法 

分 类 号：R473.6[医药卫生—护理学]