护患双方感知护理服务质量的研究

Study on perceived quality of nursing service both patients and nurses

[目的]通过测评住院病人和病房护士,辨别两者感知护理服务质量差异,为改进护理服务质量提供依据。[方法]采用基于SERVQUAL模型构建的护理服务质量评价量表,对住院病人360例和为其提供护理服务的护士295人进行调查分析。[结果]病人和护士所感知护理服务质量差异有统计学意义(P<0.05);病人和护士感知服务差距最大的是有形性,最小的是响应性。[结论]响应性服务是医院要面对的重大问题,应提高护理人员响应性服务意识,同时重视移情服务。

Objective：Through evaluation on inpatients and ward nurses andto identify differences between the perceived quality of care between them, so as to provide evidences for improving the quality of care services. Meth-ods： The nursing service quality evaluation scale based on SERVQUAL model was used to investigate and analyze tee 360 inpatients and 295 nur-sex who provided nursing service for them. Results：There was statisticallysignificant difference in perceived quality of service between patients andnurses（P 〈0.05）. The largest gap of perceived service was the tangibility dimension, the lowest gap was the responsiveness dimension between both patients and nurses. Conclusion： Responsive service is a major problem faced by hospitals,responsive service awareness of nursing staff should be enhanced,while focusing on empathy service.