基于SERVQUAL模型的护患双方感知护理服务质量调查分析

Evaluation of nursing service quality based on the SERVQUAL model:a survey on nurses and patients

目的了解患者作为顾客和护士作为护理服务提供者对护理服务质量的期望与感知差异。方法基于SERVQUAL构建护理服务质量评价量表,方便抽取湖北省3所医院的300例患者和295名护士作为样本进行调查。结果患者和护士在有形性、响应性和保证性期望方面比较,差异有统计学意义(P<0.05,P<0.01);两组人群感知护理服务质量在7个条目存在显著差异(P<0.05,P<0.01)。结论患者和护士的期望均高于感知,表示护理质量有待改进;同时需要缩小患者和护士的期望和感知差距。

Objective To investigate expectations and perceptions of nursing service quality in inpatients and nurses, and to differen tiate the differences between patient as a consumer and nurse as a provider. Methods The SERVQUAL scale was revised to evaluate quality of nursing service, then 300 patients and 295 nurses were selected from 3 tertiary hospitals in Hubei province by using con venience sampling method and were investigated. Results Expectations of the dimension of tangible, responsiveness, and assurance, as well as perceptions of nursing service quality in 7 items, showed significant differences between patients and nurses（P〈0.05, P〈0.01）. Conclusion Both patients＇ and nurses＇ expectations of nursing service quality are higher than their perceptions, indicating that poor nursing service needs further improvement. Measures should be taken to bridge the gap between expectations and percep- tions in patients and nurses.