【摘要】 目的 :调查妇科住院患者手术室服务期望及感受,分析服务期望与感受的影响因素。方法 :于2017年9-11月,采用便利抽样方法,选取300名妇科住院并行手术治疗患者进行手术室服务期望、服务感受调查。结果:共发放问卷300份,回收有效问卷282份,手术室服务期望得分为(78.42±14.44)分,服务感受得分为(71.36±7.90)分,服务感受低于服务期望,差异有统计学意义(P<0.001)。除感官维度外,服务感受情感、思考、行动三个维度得分均低于服务期望,差异有统计学意义(P<0.05)。多重线性回归分析显示:与腹腔镜相比手术方式为"开腹"的患者手术室服务期望较高、而"宫腔镜"手术患者较低;与自费相比,医疗费用支付方式为"新农合医保"患者对手术室服务期望较低,差异均有统计学意义(P<0.05);既往有手术史、手术时间长的患者服务感受低,差异有统计学意义(P<0.05)。结论:妇科住院患者手术室总的服务感受低于服务期望,既往手术史、手术方式、手术时长、医疗费用支付方式是影响服务体验的主要因素。更多还原

【Abstract】 Objective: To investigate the service expectations and feelings of operating rooms in gynecological inpatients and analyze the influencing factors of service expectations and feelings. Methods: Totally 300 gynecological hospitalized patients treated through operations were recruited using continuous sampling from September to November of 2017 to conduct a survey of surgical room service expectation and service feelings. Results: A total of 300 questionnaires were distributed with 282 valid questionnaires recovered. The score of operating room service expectations was(78.42±14.44) points, and the service feeling score was(71.36±7.90) points. The score of service feelings is lower than that of service expectations and the difference was statistically significant(P<0.001). In addition to sensory experience, the scores of service feelings, thinking and action were all lower than that of service expectations with the difference being statistically significant(P<0.05). Multiple linear regression analysis showed that compared with laparoscopic surgeries, patients who had "open" surgeries had higher expectations for operating rooms and patients having "hysteroscopic" surgeries had lower service expectations; compared patients at their own expenses, patients who paid fees through "New Rural Cooperatives" had lower expectations for operating room services with both differences were statistically significant(P<0.05); patients who had experienced long operation time with a previous surgery history had lower service feeling scores, and the difference was statistically significant(P<0.05). Conclusion: The total score of service experience of operating room in gynecological inpatients is lower than that of service expectation. A history of previous surgery, surgical methods(including the length of time) and payment methods are the main factors affecting their service experience.更多还原