摘要
目的用质量差距模型分析我市养老服务机构养老护理质量现状,为提高养老护理服务质量提供依据。方法以养老机构工作内容及养老护理员服务能力为基础自行设计服务质量与实际感知的养老护理服务质量问卷,于2019年9—12月对我市及周边县区的8所养老服务机构内的513位老人进行调查,调查养老机构内老人期望的养老护理过程服务质量与实际感知到的服务质量。结果养老机构内老人期望的养老护理服务质量平均得分为(17.35±0.89)分;感知到的养老护理服务质量平均得分为(15.05±0.98)分,二者差异有统计学意义。期望的养老护理服务质量各因子由高到低排序为康复护理为(4.52±1.07)分、心理护理为(4.42±1.09)分、技术护理为(4.26±0.89)分、生活照料为(4.15±0.91)分;感知到的养老护理服务质量各因子由高到低排序为生活照料为(3.92±1.22)分、康复护理为(3.91±1.04)分、心理护理为(3.91±0.93)分、技术护理为(3.58±1.05)分。24个条目中除睡眠照料、饮食照料、消毒、冷热应用4个条目期望值与感知值差异无统计学意义外,其余各条目差异均有统计学意义(P<0.05)。结论养老护理质量亟待提高,养老服务机构可根据期望值与感知值的差异,从差距一到差距四,提出有针对性的改进方案,全面提升养老护理服务质量。
Objective To analyze the status quo of old-age care quality of elderly care service institutions in our city using the quality gap model,and provide a basis for improving the quality of elderly care services.Methods Based on the work content of elderly care institutions and the service capabilities of old-age care workers,we designed an elderly care service quality questionnaire on the quality of services and actual perception.From September to December 2019,a survey was conducted on 513 elderly people in 8 old-age care service institutions in our city and surrounding counties.Results The average score of old-age care service quality expected by the elderly in the old-age care institutions was(17.35±0.89)points.The average score of perceived quality of old-age care services was(15.05±0.98)points.The difference between the two was statistically significant.The various factors of expected elderly care service quality in descending order were rehabilitation care was(4.52±1.07)points,psychological care was(4.42±1.09)points,techniques nursing was(4.26±0.89)points,and life care was(4.15±0.91)points.The perceived factors of elderly care service quality ranking from high to low were life care was(3.92±1.22)points,rehabilitation care was(3.91±1.04)points,psychological care was(3.91±0.93)points,technical care was(3.58±1.05)points.Among the 24 items,except for sleep care,diet care,disinfection,and cold and heat application,the expected value and the perceived value of the four items had no statistically significant difference(P<0.05).Among the 24 items,there was statistically significant difference between the expected value and perceived value except for four items,including sleep care,diet care,disinfection,and cold and hot application.Conclusion The quality of old-age care needs to be improved urgently.Old-age care service organizations can propose targeted improvement plans based on the difference between expected value and perceived value,from gap one to gap four,to comprehensively improve the quality of elde
作者
李敏
宁玉叶
蔚振江
LI Min;NING Yuye;YU Zhenjiang(School of Nursing,Hanzhong Vocational and Technical College,Hanzhong 723002,China)
出处
《中国现代医生》
2021年第1期153-155,159,共4页
China Modern Doctor
基金
汉中职业技术学院科研项目(HZYKYRWYB201903)。
关键词
养老护理员
养老服务机构
质量差距模型
养老护理质量
Old-age care workers
Old-age care service organizations
Quality gap model
Old-age care quality
