基于优质护理服务的急诊患者满意度指标体系的构建与评价

Establishment and evaluation of satisfaction index system for emergency patients based on high quality nursing

目的：构建符合优质护理服务标准的急诊患者满意度指标体系，并对其进行评价。方法采用文献研究、德尔菲（Delphi）专家咨询，研制急诊患者满意度量表，包括4个维度，共20个条目，采用 Cronbach′s α系数和探索性因子分析评价调查表的信度和效度。结果量表各维度的Cronbach′s α系数均在0．80以上，提取的4个公因子累积贡献率达到77．963％。结论结合优质护理服务建立的急诊患者满意度指标体系，具有良好的信度和结构效度，可以作为急诊患者满意度的测评工具，以持续推动改进急诊优质护理。

Objective To establish and evaluate the satisfaction index system in accordance with high quality nursing standard for emergency patients.Methods Emergency patients′satisfaction scale which included 4 dimensions and 20 items was established by literature research and the Delphi method.The reliability and validity of scale were analyzed and evaluated by Cronbach′s αindex and exploratory factor.Results The Cronbach′s αindex of each dimension was above 0.80 in the scale.The accumulative contribution rate of 4 extracted common factors reached 77.963%.Conclusions Emergency patients′satisfaction scale combined with high quality nursing service is characterized with good reliability and construct validity.The scale can be used as evaluation tool for emergency patients′satisfaction to continuously improve high quality emergency nursing.