Servqual量表在普通外科护理中的应用及影响因素分析

Application of Servqual scale in general surgical nursing and analysis of its influencing factors

目的客观测评患者对普通外科护理质量感知现状并分析其影响因素。方法使用Servqual量表对重庆市某三级甲等医院普通外科的270例住院患者进行调查,测评护理质量感知度,同时采用SPSS22.0进行数据描述和差异性分析,多元逐步logistic回归分析其影响因素。结果单因素分析显示,年龄、支付方式、经济收入、文化程度、职业可能是影响普通外科护理质量的因素。多因素逐步logistic回归分析显示,文化程度为初中以下(P<0.01,OR:2.876~8.237)的人群较本科人群更容易得到满意的结果;月收入小于1000元(P=0.000,OR:2.512~5.726)及1000~1999元(P=0.004,OR:1.377~3.023)较月收入大于5000元的人群更倾向于得到满意的结果。使用城镇居民医保支付(P=0.000,OR:1.350~2.963)的人群相对于职工医保支付人群更倾向于得到满意结果。结论影响患者对护理质量感知的因素较多,护理管理者可根据影响因素制订针对性的改进计划。

Objective To evaluate the current situation of patients′perception of nursing quality in general surgery and analyze its influencing factors.Methods The Servqual scale was used to investigate 270 inpatients of general surgery in a tertiary a-level hospital of Chongqing,and the perception of nursing quality was evaluated.SPSS 22.0 was used for the data description and difference analysis.Multiple stepwise logistic regression was used to analyze its influencing factors.Results The univariate analysis showed that age,mode of payment,economic income,educational level and occupation may be the factors affecting the quality of general surgical nursing service.Multiple stepwise logistic regression analysis showed that people with education below junior high school(P<0.01,OR:2.876-8.237)were more likely to get the more satisfactory results than those with the undergraduate education;people with the monthly income of less than 1000 yuan(P<0.001,OR:2.512-5.726)and 1000-1999 yuan(P=0.004,OR:1.377-3.023)were more likely to get the more satisfactory results than those with the monthly income of more than 5000 yuan;people who used the urban residents medical insurance(P=0.000,OR:1.350-2.963)were more likely to get the more satisfactory results than those who used the urban employee medical insurance.Conclusion There are many factors that may affect the patients′perception of nursing quality,and nursing managers could make targeted improvement plans according to the influencing factors.