三甲医院门诊护士优质护理服务能力的现状调查研究

Prevalence study of high quality nursing service competence of outpatient nurses in top three hospitals

目的：调查门诊护士优质护理服务能力,为门诊推广优质护理服务示范工程提供依据。方法：采用中文版护士优质护理服务能力简表（CNPI-23）,对544名门诊护士的护理关怀行为进行调查。结果：门诊护士CNPI-23各条目得分为11.7~14.2分,得分最高的5项以操作性护理关怀行为为主,得分最低的5项以表达性护理关怀行为为主。护士年龄及工作年限与胜任程度方面得分、可行性方面的临床护理维度得分呈正相关（P〈0.05）。护士年龄与胜任程度方面的人道关怀维度得分呈正相关（P〈0.05）。护士的职称越高,其胜任程度方面得分越高（P〈0.05）,且可行性方面的临床护理维度得分越高（P〈0.05）。结论：人生经历的丰富、工作经验的积累、能力的提升对门诊护士优质护理服务能力具有促进作用。

Objective： To investigate the current situation of quality nursing service competence of outpatient nurses in top three hospitals and to provide basis for the practice of quality nursing service. Methods： Quality nursing service competence scale was used to investigate 544 outpatient nurses in top three hospitals. Results： The score of each item ranged from 11. 7 to 14. 2,of which the highest 5 items were mainly about operative caring behavior,and the lowest 5 items were mainly about expressive caring behavior. The age and working life of nurses were positively correlated with the score of competency aspect（ P〈0. 05） and clinical caring dimension with feasibility aspect（ P〈0. 05）. Nurses＇ age was also positively correlated with the score of humanistic care within competency aspect（ P〈0. 05）. The higher nurses＇ professional title was,the higher their scores in competency aspect（ P〈0. 05） and feasibility aspect（ P〈0. 05） were higher. Conclusion： Rich life and work experience and the improvement of competency can promote nurses＇ caring behavior.