SERVQUAL评价法在产科护理服务质量评价中的应用效果

THE CLINICAL EFFECT OF SERVQUAL EVALUATING METHOD IN OBSTETRICAL DEPARTMENT NURSING QUALITY MANAGEMENT

目的探讨SERVQUAL测评法的管理理念与方法在产科护理质量管理中对提高护理质量与病人满意度中的效果。方法利用SERVQUAL测评法根据五个维度的标准制定调查问卷,了解病人的感受-期望差异,对服务质量测量范围的界定,依据SERVQUAL方法找存在问题的方面,提出相应整改措施。结果除SQC值,五维度的服务质量SQ值(SQA、SQB、SQD、SQE)得分均为负值,说明我科的总体服务质量不太乐观,服务质量有待提高。通过针对性地改进及护士主动服务后,患者的护理满意度较前明显提高,差异具有显著性(p<0.05)。结论实施SERVQUAL测评法有助于护理人员更确切体会到"感受-期望"的差异,有利于提高管理效力和护理质量,提高患者对护理工作的满意度。

Objective To investigate the measure for conducting the SERVQUAL evaluating method in ob- stetrical department nursing quality management, and then to evaluate the nursing quality and patients＂ satisfaction rate of SERVQUAL evaluating method. Methods SERVQUAL investigating questionnaire was established based on five dimensionalities standard in order to investigate feeling - expectation difference and the range of service quality measuring from patients. According to questionnaire results, we find out problems and improve nursing quality ac- cording to SERVQUAL method. Results Except the SQC value, the SQA, SQB, SQD and SQE values of SE- RVQUAL evaluating method were negative, which showed that the overall service quality was not very optimistic in our obstetrical department and had yet to be improved. Through corresponding targeted improvements, the satisfaction rate of patients in obstetrical nursing was improved and the difference was statistically significant （p 〈 0.05 ）. Con- clusion The SERVQUAL evaluating method in obstetrical department is valuable for the nurses to realize the differ- ence between feeling and expectation. Based on it, nursing quality management and clinical satisfaction of nursing was improved.