Servqual模型评价肝内外胆管结石微创手术护理质量的研究

Servqual model to evaluate the nursing quality of minimally invasive surgery for intrahepatic and extrahepatic bile duct stones

目的探究Servqual模型在评价肝内外胆管结石微创手术护理质量中的应用效果。方法选取2021年1月至2022年6月于九江市第一人民医院肝胆外科行肝内外胆管结石微创手术的200例住院患者作为研究对象,采用随机数字表法分为对照组与观察组,每组100例。对照组给予常规护理,观察组给予改进护理干预。两组均采用Servqual量表评估护理质量。比较两组护理质量评分,采用单因素分析和多元线性回归分析护理质量的影响因素。结果观察组移情性、保证性、反应性、可靠性、有形性及总分服务期望(E)、服务感知(P)、感知服务质量(SQ)值均高于对照组,差异有统计学意义(P<0.05);单因素分析结果显示,不同学历、家庭人均月收入、医疗支付方式、不良情绪、自理能力、病房环境、护理人员态度的患者SQ值比较差异有统计学意义(P<0.05)。多元线性回归分析结果显示,家庭人均月收入、医疗支付方式是护理质量的影响因素(P<0.05)。结论Servqual模型评价肝内外胆管结石微创手术的护理质量具有可靠性,可有效评估护理干预中存在的问题,并提出相应改进对策,提升护理质量。

Objective To explore the application effect of the Servqual model in evaluating the nursing quality of minimally invasive surgery for intrahepatic and extrahepatic bile duct stones.Methods A total of 200 inpatients who underwent minimally invasive surgery for intrahepatic and in-trahepatic cholangiolithiasis in the department of hepatobiliary Surgery of the First People's Hospital of Jiujiang City from January 2021 to June 2022 were selected as the research subjects,they were divided into the control group and the observation group accorrding andom number table meth-od,with 100 cases in each group.The control group was given routine nursing,the observation group was given improved nursing intervention.Servqual scale was used to evaluate nursing quality in both groups.The nursing quality scores of the two groups were compared,and univariate anal-ysis and multiple linear regression analysis were performed to explore the influencing factors of nursing quality.Results The values of empathy,as-surance,reactivity,reliability,tangibility and total expectation of service(E),perception of service(P)and perceived service quality(SQ)in the obser-vation group were higher than those in the control group,and the differences were statistically significant(P<0.05).Univariate analysis showed that there were statistically significant differences in SQ value among patients with different education background,per capita monthly family income,medical payment methods,negative emotions,self-care ability,ward environment and nursing staff attitude(P<0.05).The results of multiple linear re-gression analysis showed that the family per capita monthly income and medical payment method were the influencing factors of nursing quality(P<0.05).Conclusion Servqual model is reliable to evaluate the nursing quality of minimally invasive surgery for intrahepatic bile duct stones,which can effectively evaluate the problems existing in nursing intervention and put forward corresponding improvement countermeasures,so as to improve the nursing quality.