凉山彝族自治州地区护患双方感知护理服务质量的研究

Research on nursing service quality perception between both patients and nurses in Liangshan Yi Autonomonus Prefecture area

[目的]了解凉山彝族自治州地区住院病人和病房护士对护理服务质量体验差异。[方法]采用SERVQUAL模型构建的护理服务质量评价表,对凉山彝族自治州地区33所医疗机构的995例住院病人和为其提供护理服务的护士1 000人进行调查分析。[结果]病人和护士护理服务感知和期望护理服务总分比较差异有统计学意义(P<0.05)。[结论]病人和护士所感知护理服务质量不同,保证性是改善医疗服务质量、注重病人就医感受要面对的首要问题,应提高护理人员保证性服务意识。

Objective：To understand the difference of nursing service quality perception between inpatients and ward nurses Liangshan Yi Autonomonus Prefecture area.Methods：Based on Service Quality（SERVQUAL）model,a constructed nursing service quality evaluation assessment was used to conduct a survey on 995inpatients and 1 000nurses provided service from 33 medical institutions in Liangshan Yi Autonomonus Prefecture area.Results：There was a statistically significant difference nursing service quality perception between the inpatients and nurses（P〈0.05）.Conclusions：There were differences in nursing service quality perception between the inpatients and nurses.The guarantee was the primary problem of improving the quality of medical service and paying attention to the patients’feeling.The guarantee service consciousness of nurses should be improved.