重症监护室护士及患者对护理服务质量的期望和感知的调查研究

A survey of expectations and perceptions of nursing service quality in nurses and patients in ICU

目的调查了解ICU护士及患者对护理服务质量的期望和感知情况,并比较分析二者的得分异同。方法通过便利抽样的方法选择ICU的97名护士及184例患者,应用自行编制的护理服务质量期望和感知调查表进行调查。结果ICU护士及患者对护理服务质量的期望得分分别为(4.31±0.63)、(4.22±0.62)分,感知得分分别为(4.05±0.58)、(3.96±0.70)分;护士及患者在各条目的感知-期望得分差值均为负值,其中护士在条目3、9~12及响应性的得分差值明显高于患者,在条目4~7及可靠性维度的得分差值明显低于患者,差异有统计学意义(t=-4.820~6.042,P<0.05)。结论ICU患者及护士所感知的护理服务质量均相对较差,同时二者在可靠性及响应性等方面均存在一定差异性。

Objective To investigate the expectations and perceptions of nurses and patients in the intensive care unit(ICU)on the quality of nursing services,and to compare and analyze the differences and similarities between the two groups.Methods 97 nurses and 184 patients from three ICU of three hospitals in our city were selected by convenient sampling,and their nursing service quality expectation and perception questionnaire were used to investigate.Results The expectation scores of ICU nurses and patients on the quality of nursing service were(4.31±0.63)and(4.22±0.62)respectively.The scores of perception were(4.05±0.58)and(3.96±0.70)respectively.The difference of perception expectation score between nurses and patients is negative.The score difference between nurses in Item 3,9~12 and responsiveness was significantly higher than that of the patients.The score difference between the entry 4~7 and the reliability dimension was significantly lower than that of the patients,and the difference was statistically significant(P<0.05).Conclusions The quality of nursing service perceived by ICU patients and nurses is relatively poor,and there are differences in reliability and responsiveness between the two patients.