摘要
目的探讨Servperf模型在产科护理服务质量测评中的应用现状及影响因素。方法采用修正的Servperf量表对新疆维吾尔自治区某医院产科315例患者进行调查，并对调查结果进行分析。结果产科护理服务质量总得分（117．78±17．60）分，得分指标为81．2％；各维度得分由高到低依次为：保证性（37．09±5．15）分，得分指标为82．4％；可靠性（12．19±2．08）分，得分指标为81.3％；关怀性（32．27±5．13）分，得分指标为80．7％；响应性（36．24±6．13）分，得分指标为80．5％。职业、住院天数、自觉目前健康状况和文化程度是产科患者感知护理服务质量总分的预测因子。结论产科护理管理者在保证性和可靠性得到保证的基础上，应优先重视响应性和关怀性方面的护理服务质量，并根据其影响因素给予针对性的护理干预，从而进一步提高产科护理服务质量。
Objective We aimed to explore the value of Servperf model in evaluation of nursing service quality of obstetrics. Methods This survey was conducted by modified Servperf model. A total of 315 maternal in obstetrics of a certain hospital in Xinjiang province were studied. Results The total scores of nursing service quality in obstetrics were （117.78±17.60） and score index was 81.2%. The score in- dex from high to low for each dimension turned out as： the score of assurance was （37.09 ± 5.15）, and score index was 82.4%; the score of reliability was （12.19 ± 2.08） and score index was 81.3%; the score of care was （32.27 ± 5.13） and score index was 80.7%; the score of responsiveness was （36.24 ± 6.13） and score in- dex was 80.5%. The maternal who had different occupations, hospitalization days, education levels and per- ceived health status had significant difference in perception of nursing service quality. Conclusions On the basis of ensuring assurance and reliability, nursing managers should give priorities to responsiveness and empathy care in terms of nursing service quality. In addition, nursing interventions should be given ac- cording to influencing factors in order to effectively improve nursing service quality of obstetrics.
出处
《中国实用护理杂志》
2015年第1期65-68,共4页
Chinese Journal of Practical Nursing
