基于SERVQUAL模型的肺结节患者日间手术服务质量评价体系构建与应用

Construction and Application of Service Quality Evaluation System of Ambulatory Surgery for Patients with Pulmonary Nodules Based on SERVQUAL Model

目的建立肺结节患者日间手术服务质量评价体系,为持续改进日间手术服务质量提供参考。方法应用焦点访谈、专家咨询等方法,基于SERVQUAL模型构建肺结节患者日间手术服务质量评价体系,对肺结节日间手术患者进行调查,应用SPSS 24.0软件进行数据分析,采用定量与定性分析评价肺结节患者日间手术服务质量。结果肺结节患者日间手术服务质量评价体系包括6个维度27个评价指标。对样本医院72名肺结节日间手术出院患者调查发现,评分在-1.069~-0.083之间,期望与感知差距最大的指标是“同意书电子签名操作简便、流畅”(T7),差距最小的指标是“日间手术患者缴费结算准确”(RL6)。肺结节日间手术患者对服务质量期望值最高的维度为有形性、移情性和经济性。结论基于SERVQUAL模型建立的肺结节患者日间手术服务质量评价体系具有一定科学性和实用性,能够准确评价肺结节日间手术患者服务质量,未来需继续探索其普适性。

Objective To establish an evaluation system for the quality of ambulatory surgical services day surgery service quality evaluation system for patients with pulmonary nodules and provide reference for continuous improvement of the quality of ambulatory surgical services for patients with pulmonary nodules.Methods An evaluation system of ambulatory surgery service quality for patients with pulmonary nodules was established based on SERVQUAL model by using the methods of focus interview and expert consultation,and patients with pulmonary nodules were investigated during daytime surgery.SPSS 24.0 software was used for statistical analysis of data,and the quality of ambulatory surgery service for patients with pulmonary nodules was evaluated by quantitative and qualitative analysis.Results The ambulatory surgical service quality evaluation system for patients with pulmonary nodules included 6 dimensions and 27 evaluation indicators.The ambulatory surgical service quality score for patients with pulmonary nodules ranged from-1.069 to-0.0.083,with the largest difference being"easy and smooth electronic signature operation of consent forms"(T7),and the smallest difference being"accurate payment and settlement of ambulatory surgical patients"(RL6).The highest expected dimensions for patients undergoing daytime surgery for pulmonary nodules were tangibility,empathy,and economy.Conclusion The ambulatory surgical service quality evaluation system for patients with pulmonary nodules established based on the SERVQUAL model had certain scientific significance.In the future,it is necessary to continue improving the quality evaluation system of daytime surgical services for patients with pulmonary nodules and its accuracy and universality.