基于服务质量差距模型的管理模式对提升妇产科护理服务质量的影响研究

Study on the Impact of Management Based on Service Quality Model on Improving the Quality of Obstetrics and Gynecology Nursing Services

目的探讨基于服务质量差距(servicequality,SERVQUAL)模型的管理对提升妇产科护理服务质量的影响。方法以2022年1月到2023年1月医院妇产科收治的120名住院患者为研究对象,随机分为观察组与对照组,每组60例。对照组采取妇产科常规护理干预,观察组实施基于SERVQUAL模型的管理。采用SERVQUAL量表评价干预效果。结果观察组患者期望值与感知值之间的差值显著低于对照组。观察组满意度较对照组高(P<0.05)。结论采用基于SERVQUAL模型的管理方法有助于提升妇产科优质护理效果。通过密切关注患者所需随时发现缺陷所在并立即改正,能让患者降低在护理服务期待值与实际感知值之间的落差,从而提高他们的满意度。因此,在临床实践中广泛应用该方法是非常合适和可取的。

Objective To explore the impact of management based on the service quality(service quality,SERVQUAL)model on improving the quality of obstetric and gynecological nursing services,Methods 120 inpatients admitted to the Department of Obstetrics and Gynecology from January 2022 to January 2023 were randomly divided into observation group and control group,with 60 cases in each group.The control group received routine nursing intervention in the Department of Obstetrics and Gynecology,while the observation group implemented management based on SERVQUAL model.The SERVQUAL scale was used to evaluate the intervention effect.Results Compared with the control group,the effect of the observation group was significantly reduced,especially in the five dimensions of SERVQUAL scale.The difference between the expectations and the perceptions was significantly less in the observation group.The satisfaction of the observation group was higher than that of the control group(P<0.05).Conclusion The management method based on SERVQUAL model can help to improve the quality of obstetric and gynecological nursing services.By closely knowing what patients need and finding and correcting defects in time,the gap between patients'expectations and actual perception of nursing services can be reduced,thereby improving their satisfaction.Therefore,it is very appropriate and advisable to widely apply this method in clinical practice.