中医医院住院患者对护理服务质量期望与感知的差异研究

A Study on the Gap between Inpatients'Expectations and Perceptions of Nursing Quality in a Traditional Chinese Medicine Hospital

目的探讨中医医院住院患者对护理服务质量期望与护理服务质量感知的差距,为制订护理服务改进措施提供依据。方法2018年3—9月,采用自行编制的“住院患者护理服务质量感知及期望调查问卷”调查收治于天津中医药大学第一附属医院的289例住院患者,通过得分排序及四分位图比较患者对住院期间各项护理服务感知与期望的差距并分析原因。结果患者对各维度护理服务质量的感知得分均低于其期望得分(P<0.05)。在护理服务质量期望评价中,移情性维度得分最高,响应性维度得分最低;在护理服务质量感知评价中,移情性维度得分最高,而有形性维度得分最低。结论所调查中医医院患者对护理服务质量的感知与期望间存在一定差距。医院管理者应及时发现护理服务中的不足,并进行针对性改进,以提升护理服务质量、提高患者满意度。

Objective To explore the gap between inpatients'expectations and perceptions of nursing quality in TCM hospitals,providing a basis for working out measures to improve nursing service.Methods From March to September 2018,289 inpatients of the First Teaching Hospital of Tianjin University of Traditional Chinese Medicine were investigated using a self-developed"Questionnaire on Inpatients'Perceptions and Expectations of Nursing Quality".The gap between their perceptions and expectations of various nursing services during hospitalization was compared by score ranking and a quartile graph,and the causes were analyzed.Results The patients'perception scores of nursing quality in all dimensions were lower than their expectation scores(P<0.05).In the evaluation of nursing quality expectations,the empathy dimension had the highest score while the responsiveness dimension had the lowest score;in the evaluation of nursing quality perception,the empathy dimension had the highest score while the tangibility dimension had the lowest score.Conclusion There is a gap between patients'perceptions and expectations of nursing quality in the investigated TCM hospitals.Hospital administrators should timely find the shortcomings in nursing services and make targeted improvements in order to improve nursing quality and patient satisfaction.