患者视域下护理服务质量现况调查及影响因素分析  

Current status and influencing factors of nursing service quality from patients'perspective

作　　者：赵喜兰 马瑞英[2] 张金秀 井学敏 赵士婷 Zhao Xilan;Ma Ruiying;Zhang Jinxiu;Jing Xuemin;Zhao Shiting(Department of Cardiovascular Medicine,Fuling Hospital,Chongqing University,Chongqing 408107,China;School of Nursing,Capital Medical University,Beijing 100069,China;Department of Nursing,Fuling Kangda Hospital,Chongqing 408107,China;Interventional Catheterization Room,Liver Disease and Tumor Interventional Therapy Center,You'an Hospital,Capital Medical University,Beijing 100069,China)

机构地区：[1]重庆大学附属陵医院心血管内科,重庆408107 [2]首都医科大学护理学院,北京100069 [3]陵康达医院护理部,重庆408107 [4]首都医科大学附属佑安医院肝病与肿瘤介入治疗中心介入导管室,北京100069

出　　处：《中华现代护理杂志》2025年第11期1479-1484,共6页Chinese Journal of Modern Nursing

基　　金：北京市社会科学基金一般项目(21CLB020)。

摘　　要：目的调查患者视域下护理服务质量的现况,并分析其影响因素。方法2024年4—6月,采用便利抽样法选取2家三级甲等综合医院和1家二级综合医院的符合纳入排除标准的615例成年住院患者作为研究对象,涵盖内、外、妇、五官、中医、康复等22类科室。采用一般人口学资料问卷和患者视域下护理服务质量评价量表进行调查。结果患者视域下护理服务质量总分为(106.18±12.80)分,转化为百分制得分为(84.94±10.24)分。4个模块得分从高到低分别是情感与心理、专业与技术、信息与沟通、舒适与便捷,百分制得分分别为(87.53±10.83)、(87.23±9.87)、(84.97±11.83)、(80.74±12.57)分。得分排名前3位的维度是尊重性、专业性和安全性,排名后3位的维度是指导性、舒适性和便捷性。多重线性回归分析结果显示,白天护患比、前夜护患比、患者教育水平和患者年龄是患者视域下护理服务质量的影响因素(P<0.05)。结论患者视域下护理服务质量处于良好水平,科室层面影响因素主要是护患比,患者层面影响因素为患者年龄和受教育水平。Objective To investigate the current status of nursing service quality from patients'perspectives and analyze its influencing factors.Methods A convenience sampling method was used to select 615 adult inpatients who met the inclusion and exclusion criteria from two tertiary general hospitals and one secondary general hospital between April and June 2024.Patients from 22 clinical departments,including internal medicine,surgery,gynecology,otorhinolaryngology,traditional Chinese medicine,and rehabilitation,were surveyed using a demographic questionnaire and the nursing service quality evaluation scale from patients'perspective.Results The overall nursing service quality score from patients'perspective was(106.18±12.80)points,with a standardized score of(84.94±10.24)points.Among the four modules,the highest to lowest scores were:emotional and psychological support,professional and technical competence,information and communication,and comfort and convenience,with standardized scores of(87.53±10.83),(87.23±9.87),(84.97±11.83),and(80.74±12.57),respectively.The top three ranked dimensions were respect,professionalism,and safety,while the lowest three were guidance,comfort,and convenience.Multiple linear regression analysis showed that daytime nurse-to-patient ratio,night-shift nurse-to-patient ratio,patients'education level,and patient age were significant influencing factors of nursing service quality from patients'perspectives(P<0.05).Conclusions Nursing service quality from patients'perspectives was at a good level.Department-level factors influencing nursing service quality were primarily nurse-to-patient ratios,while patient-level factors included age and education level.

关 键 词：横断面研究 护理服务质量 患者感知 影响因素 

分 类 号：R47[医药卫生—护理学]