上海市网约护士护理模式实施效果评价

Evaluation on the Implementation Effect of the"Online Appointment Nurse"Nursing Model in Shanghai

目的:构建网约护士模式实施效果评价指标体系,并对上海市网约护士实施效果进行评价。方法:基于上海市四个区的调研数据,综合使用层次分析及因子分析法得到主、客观权重,再根据归一化的方法计算出最终权重,并通过改进后的模糊综合评价法对上海市网约护士实施效果进行评价。结果:影响网约护士实施效果因素的重要性排序为:服务状况(0.36)、服务内容(0.27)、服务水平(0.20)、服务态度(0.17)。此外,根据模糊综合评价法得出14.50%的居民十分满意,28.80%的居民满意,34.90%的居民认为一般,13.20%的居民不满意,8.60%的居民十分不满意,根据最大隶属原则得到上海市网约护士实施效果最终评价结果为"满意"。结论:相关部门可通过构建患者信息平台,提升护理服务效果,建立多元筹资机制,缓解患者经济压力,完善网约护士服务内容,提高网约护士服务满意度。

Objective: To construct the evaluation index system of the implementation effect of the online nurse appointment model and evaluate the implementation effect of the online nurse appointment model in Shanghai. Methods: Based on the survey data of the four districts of Shanghai, the subjective and objective weights were obtained through comprehensive use of analytic hierarchy and factor analysis, and then the final weights were calculated according to the normalization method, and the improved fuzzy comprehensive evaluation method was used to evaluate the the implementation effect of online appointment nurse in Shanghai. Results: The order of importance of the influencing factors influencing the implementation effect of online appointment nurse was: service status(0.36), service content(0.27), service level(0.20), service attitude(0.17). In addition, according to the fuzzy comprehensive evaluation method, 14.50% of the residents were very satisfied, 28.80% of the residents were satisfied, 34.90% of the residents thought it was fair, 13.20% of the residents were dissatisfied, and 8.6% of the residents were very dissatisfied. According to the principle of maximum subordination, the final evaluation result of the implementation effect of online appointment nurse in Shanghai was "satisfactory". Conclusion: Relevant departments can improve the effectiveness of nursing services by building a patient information platform, establish a diversified financing mechanism, ease the financial pressure of patients, improve the service content of online nurses, and increase the satisfaction of online appointment nurse.