摘要
目的:了解患者对优质护理服务质量的真实感受和评价,为进一步提高护理服务质量提供指导。方法:采用Servqual评价调查表对首都医科大学附属三级甲等医院优质护理示范病房的118位住院患者进行现场调查,了解并评价患者对该病房优质护理服务质量(SQ)的感知与期望。结果:患者对护理服务质量的有形性、可靠性、响应性、保证性、移情性及费用可接受性的期望值(E)分别为4.31、4.50、4.56、4.52、4.49、4.42,感知值(P)分别为4.38、4.57、4.64、4.59、4.55、4.43,服务质量(SQ)值分别为0.0678、0.0678、0.0763、0.0657、0.0610、0.0169。结论:患者对护理服务各个属性的期望值均较高,该病房在服务的有形性、可靠性、响应性、保证性、移情性及费用可接受性几个方面做的均较好。
Objective ：In order to improve the quality of nursing service, this study aims to understand the real feeling and appraisal that the patients have on the nursing grade of service. Methods： To evaluate the patients＇ perceptions and expectations on the service quality, 118 patients were investigated using Scrvqual evaluation questionnaire in one three level of first - class hospital, attached Capital Medical University. Results： The patients value of tangibles, reliability, responsiveness, assurance, empathy, and acceptability of the expected cost （E） on nursing service quality were 4.31,4.50,4.56,4.52,4.49, 4.42 respectively, perceived value （P） were 4.38,4.57,4.64,4.59,4.55,4.43, service quality （SQ） values were 0. 0678,0. 0678,0. 0763, 0. 0657, 0.0610,0.0169. The SQ percentile score of service quality was 115.37 points. Conchlsions： The value on each attribute of service quality patients had were high, and we do better on these aspects of tangibles, reliability, responsiveness, assurance, empathy, and acceptability of the expected cost.
出处
《护理实践与研究》
2012年第6期80-82,共3页
Nursing Practice and Research
