基于SERVQUAL评价法的门诊采血服务质量评价分析

Evaluation and analysis of service quality in the blood collection room based on SERVQUAL evaluation method

目的 :应用Servqual评价法调查门诊采血护理服务质量现状,分析影响患者感知服务质量的主要因素。为采取针对性措施促进优质护理服务提供参考依据。方法 :应用Servqual量表对大连市某三级甲等综合医院门诊标本采集科345例血液标本采集患者进行调查。结果 :患者对门诊血液标本采集护理服务的感知服务质量均为负值,其中有形性和移情性维度感知得分较低,性别和是否第一次就诊的不同对感知服务质量存在影响(P<0.05)。结论 :Servqual量表能够客观、有效地分析出影响护理服务质量的关键问题,对持续性改进服务质量具有重要意义。

Objective： To investigate the present situation of nursing service in blood specimen collection room by using Servqual evaluation method and to find out the key factors affecting the quality of service. Methods： A total of 345 patients in blood collection room of outpatient department in one tertiary general hospital in Dalian were surveyed using a questionnaire based on the five basic dimensions of Servqual evaluation method, which was formed by the combination with the characteristics of nursing service in blood specimen collection room. Results： There is a gap between nursing service quality and the expectation and perception in patients in blood collection room. Gender and the fast visiting had significant impact on the perceived service quality （P〈0.05）. Conclusions： Servqual evaluation method can objectively and effectively analyze the key problems of nursing service quality, and is of great significance for continuously improving the service quality.