患者家属对“互联网+护理服务”体验的质性研究

Qualitative research of the experience of patients’family members on“Internet+nursing service”

目的:了解服务过程中患者家属的感受和体验,为完善“互联网+护理服务”提供参考。方法:采用目的抽样方法选取2020年10月—2021年8月预约江苏省徐州市第一人民医院“互联网+护理服务”的10名患者家属作为访谈对象,采用半结构式访谈法对受访者进行面对面访谈,资料分析采用Colaizzi现象学七步分析法,分析、归纳和提炼主题。结果:对访谈资料进行整理分析后,共提炼出4个主题,分别为服务便利性、技术有保障、服务局限性和费用支付待改进。结论:“互联网+护理服务”方便惠民,获得了患者及其家属的普遍认可,由于运行时间尚短,其功能和运行方式还需进一步完善。今后将进一步对患者本人的服务体验进行多中心研究,以期不断完善“互联网+护理服务”功能,提升患者满意度。

Objective:To understand the feelings and experiences of patients’family members during the service process,and provide reference for improving the“Internet+nursing service”.Methods:The purpose sampling was used to select ten patients’family members who made appointments for“Internet+nursing service”of Xuzhou No.1 People’s Hospital from October 2020 to August 2021 as the interview objects.Face-to-face interviews were conducted with the respondents using the semi-structured interview method,and the Colaizzi phenomenological seven-step analysis method was adopted to analyze,summarize and refine the theme.Results:After arranging and analyzing the interview data,four themes were extracted,namely service convenience,technical assurance,service limitations,and fee payment to be improved.Conclusion:“Internet+nursing service”is convenient and beneficial to the people,and has been widely recognized by patients and their family members.As the operation time is still short,its function and operation mode need to be further improved.In the future,multi-center research on the patient’s own service experience will be further conducted to continuously improve the“Internet+nursing service”function and improve patient satisfaction.