外科住院患者对医疗护理服务质量的期望与感知调查分析

Analysis of the Expectation and Perception of Medical Care Service Quality in Surgical Inpatients

目的分析外科住院患者对医疗护理服务质量的期望与感知调查。方法选择我院外科住院患者400例,通过外科医疗护理服务质量评价量表开展医疗护理服务质量的期望与感知调查。结果外科住院患者对医疗护理服务质量的期望总分和各维度平分均高于感知总分和各维度平均分(P<0.05);感知值与期望值差值最大的维度主要为个性化服务、便利与安静,其次则为关注。结论外科住院患者对医疗护理服务质量的感知和期望存在差距,应对病区安静度、就医便捷性、个性化服务紧张重点改进,关注患者,让其感知度得以显著提高。

Objective To analyze the expectation and perception survey of the quality of medical care service in surgical patients.Methods 400 cases of hospitalized patients in our hospital were selected to investigate the expectation and perception of quality of medical care service through the scale of surgical medical service quality evaluation.Results The expectation total score and the each dimensions average score of medical and nursing service quality were significantly in surgical inpatient were higher than the total perception score and each dimensions average score(P<0.05),the largest difference between the perceived value and the expectation value was personalized service,convenience and quiet,the second was concern.Conclusion Surgical inpatients in a medium level of perception of quality health care services,there is a gap and expectations,to quiet,ward,convenience and personalized service stress focus on improvement,focus on patient,let their perception to improve significantly.