摘要
目的了解患者对护理服务质量的真实需求。方法采用Servqual评价调查表对三峡库区某三级甲等医院的136例住院患者进行现场调查,评价患者对该院护理服务质量(SQ)的感知与期望。结果患者对护理SQ的有形性、可靠性、响应性、保证性、移情性及费用可接受性的期望值分别为4.60、4.71、4.77、4.73、4.72及4.70,感知分别为3.89、4.15、4.20、4.23、4.09、3.78,SQ分别为-0.71、-0.56、-0.57、-0.50、-0.63、-0.92。该院护理SQ百分制分数为84.25分。结论患者对护理服务各个属性的期望均较高,该院在服务的保证性、可靠性、响应性方面做得较好,但服务的移情性、有形性、费用可接受性方面有待提高。Servqual应用于护理服务质量评价,能较客观、全面地反映护理服务质量,对护理服务质量持续改进具有指导作用。
Objective To comprehend patients＇ true demands for quality of nursing service. Methods The Servqual inventory was designed based on the original inventory. One hundred and thirty-six hospitalized patients in a Grade 3 Level A hospital were investi- gated by using Service Quality （Servqual） inventory to obtain the SQ value of the nursing service quality in the hospital. Results Expected service demanded by patients in the 6 dimensions （tangibles, reliability, responsiveness, assurance, empathy, acceptance of treatment charge） of Servqual inventory scored 4. 60,4. 71,4. 77,4. 73,4. 72 and 4. 70 respectively, and perceived service in the same 6 dimensions scored 3.89,4.15,4.20,4.23,4.09 and 3.78 respectively, with the SQ values of each dimensions being --0.71, -0.56,-0.57,-0.50,-0.63 and -0.92. The hundred percentile SQ score of the recruited hospital was 84.25. Conclusion Pa- tients have high expectation on the quality of nursing service. The recruited hospital did a good job in such aspects as assurance, reliability and responsiveness of nursing service, but empathy, tangibles, and acceptance of treatment charge need to be further improved. The Servqual is an objective and comprehensive method to evaluate the quality of nursing service and it is good for conti nous improvement of nursing service quality.
