服务质量差距模型在手术室护理管理中的应用价值

Application value of gaps model of service quality in nursing management of operation room

目的探讨服务质量差距模型在手术室护理管理中的应用效果。方法选择在重庆市万盛经开区中医院住院治疗的择期手术患者为研究对象,分为A组和B组,A组87例患者仅进行手术室常规护理,而B组98例患者则在服务质量差距模型指导下采取针对性的护理措施,比较A组和B组患者焦虑、抑郁情绪和对护理服务满意度。结果入组时,两组患者焦虑、抑郁情绪标准分差异无统计学意义(P>0.05),术后2 d,B组患者焦虑抑郁情绪标准分明显高于A组,差异有统计学意义(P<0.05),出院时,B组患者对手术室护理人员护理服务的满意度均明显高于A组患者,差异有统计学意义(P<0.05)。结论服务质量差距模型应用效果较好,值得进一步推广。

Objective To explore the application effect of gap model of service quality in the nursing management of operation room.Methods The patients who undergoing selective operation in Chinese Medicine Hospital of Wansheng Economic Development Zone in Chongqing City,for treatment as the study object,they were divided into group A and group B,87 patients of group A in operation room were given routine nursing care,98 patients of group B were given guidance of taking pertinent nursing measures based on the gap model of service quality,the anxiety and depression and nursing care service satisfaction of patients in the two groups were compared.Results The standard anxiety and depression of patients in the two groups,the difference was not statistically significant（P〈0.05）,2 days after the operation,the anxiety and depression standard score of group B was higher than that of group A,the difference was statistically significant（P〈0.05）,the nursing staff satisfaction degree of nursing service of group B in operation room were significantly higher than that of group A at discharge,the difference was statistically significant（P〈0.05）.Conclusion The gap model of service quality has better application effect,it is worthy of promotion.