【摘要】 目的了解住院患者对护理服务的期望值、感知值和满意度,测评护理服务质量(service quality,SQ)。方法采用以马斯洛需要层次论为基础的住院患者护理需求调查表对某三级医院109例住院患者进行现场调查,联合应用Servqual标尺与满意度两种指标测评该院护理SQ。结果患者对护理服务的期望值为4.12、感知值为3.65、满意度为90.72%,该院护理SQ值为-0.48、SQ得分为88分。结论患者对护理服务总体评价较高,护理服务在患者生理需要及自尊的需要方面有待提高。Servqual标尺与满意度联合评测护理服务质量可进一步完善护理服务质量评价体系,有利于以患者需求为导向进行护理服务质量的持续改进。更多还原

【Abstract】 Objective To comprehend the patients’ expectations,perceived value and satisfaction of nursing service so as to measure the nursing service quality (SQ).Methods A total of 109 inpatients of a tertiary level hospital were investigated with a questionnaire based on Maslow hierarchy of needs of patients’ care demand,the hospital’s nursing SQ was evaluated with the Servqual Scale and satisfaction degree.Results The patients’ expectation of nursing service,the perceived value,satisfaction degree,SQ value and SQ score were 4.12,3.65,90.72%,-0.48 and 88,respectively.Conclusion The patients have a higher overall assessment on nursing service,which needs to be improved in patients’physiological needs and the needs of self-esteem.Using Servqual Scale and satisfaction degree to evaluate the quality of nursing service can further perfect the nursing performance appraisal system,which contributes to continuous improvement in the nursing service quality oriented for patients’ nursing service.更多还原