老年患者对门诊护理服务质量的感知现状及影响因素研究

Nursing service quality and its influencing factors perceived by older patients in outpatient department

目的了解老年患者对门诊护理服务质量的感知现状,并探讨其影响因素。方法采用老年患者一般资料问卷、门诊老年患者护理服务质量评价量表,对619例在门诊就诊的老年患者进行问卷调查。结果老年患者感知的门诊护理服务质量总得分为(77.93±6.35)分,得分指标为77.93%;有形性(20.69±2.32)分,得分指标为82.76%;保证性(24.06±2.93)分,得分指标为80.20%;响应性(15.12±2.33)分,得分指标为75.60%;移情性(18.05±3.48)分,得分指标为72.20%。性别、文化程度、婚姻状况和慢性病种数是老年患者感知门诊护理服务质量的影响因素,可解释总变异的27.6%。结论老年患者感知的门诊护理服务质量尚可,门诊护理管理者在保证老年患者有形性和保证性护理服务质量的基础上,应优先重视移情性和响应性方面的护理服务质量,并依据影响因素给予针对性的护理干预,从而实现门诊护理服务质量的持续改进,提高老年患者的就诊满意度。

Objective To understand the status and influencing factors of outpatient nursing service quality perceived by older patients.Methods A total of 619 older outpatients were investigated by the nursing service quality evaluation scale and the general information sheet.Results The total score of nursing service quality was(77.93±6.35),and the score index was 77.93%;the score of tangible was(20.69±2.32),and the score index was 82.76%;the score of assurance was(24.06±2.93),and the score index was 80.20%;the score of responsiveness was(15.12±2.33),and the score index was 75.60%;and the score of empathy was(18.05±3.48),and the score index was 72.20%.Gender,education,marital status,and the number of chronic diseases were the influencing factors of the total score of care services quality in older outpatients,which can explained 27.6%of the total variation.Conclusion The nursing care service quality perceived by olde pateints reached the qualified level.On the basis of ensuring the tangible and responsive quality of nursing services for older patients,outpatient nursing administrators should give priority to the quality of nursing services in empathy and responsiveness,and give targeted nursing intervention according to the results of influencing factor analysis,so as to achieve the continuous improvement of outpatient nursing services and improve the satisfaction of older patients.