摘要
目的探讨Servperf模型在产科护理服务质量评价中的应用价值。方法选取我院就诊的孕产妇为研究对象,累计319例。采用Servperf量表调查患者对护理服务质量的感知情况。结果 Servperf量表四个维度评分从高到低依次为保证性(82.5%)、可靠性(81.4%)、关怀性(80.8%)、响应性(80.6%)。满意度最低的3个条目分别为经常巡视病房、及时回应并处理患者抱怨、根据患者实际进行针对性护理。多因素分析结果显示,文化程度、职业是护理服务质量得分的独立影响因素。结论产科病房应重点加强护理过程中的关怀性与响应性,调整服务标准以满足不同层次患者的服务需求。
Objective To explore the application value of Servperf model in obstetrics nursing quality evaluation.Methods A total of 319 maternal women admitted to our hospital were included.Servperf scale was used to investigate the patient’s perception of the nursing quality.Results The scores of four dimensions of the Servperf scale were guaranteed(82.5%),reliability(81.4%),care(80.8%),and responsiveness(80.6%).The three items with the lowest satisfaction were the frequent ward inspecting,prompt response and addressing of patient complaints,and targeted care for different patients.Multivariate analysis showed that educational level and occupation were independent factors influencing the nursing quality.Conclusion Nursing care in the maternity ward should focus on strengthening solicitude and responsiveness,and be adjusted in terms of service standards to meet the needs of patients of different levels.
作者
汪淑香
葛爱平
WANG Shu-xiang;GE Ai-ping(Lishui Maternal and Child Health Care Hospital)
出处
《医院管理论坛》
2019年第5期41-44,共4页
Hospital Management Forum
