CAJ | 학술논문

目的分析北京某三甲医院脑瘤患者对护理服务的期望值与感知值,为临床针对性实施护理干预措施,进一步提高护理服务质量提供指导.方法应用servqual评价量表对北京某三甲医院神经肿瘤外科350例住院的脑瘤患者进行问卷调查,对调查结果进行统计描述,了解并评价患者对该病房护理服务的期望与感知.结果脑瘤患者对护理服务各维度的期望值均较高,与实际感知值存在较大差异;护理服务质量得分为(-0.17± 0.15)分,各维度得分由高到低依次为:移情性(-0.08±0.13),保证性(-0.15±0.12),有形性(-0.16±0.15),可靠性(-0.17 ± 0.13),反应性(-0.22 ± 0.20),可接受性(-0.39 ± 0.08).结论该科室护理服务质量有待进一步提高;Servqual模型有利于临床护理人员及时了解患者对护理服务的期望与感知,对护理服务质量持续改进具有极其重要的指导意义.
목적 분석북경모삼갑의원뇌류환자대호리복무적기망치여감지치,위림상침대성실시호리간예조시,진일보제고호리복무질량제공지도.방법 응용servqual평개량표대북경모삼갑의원신경종류외과350례주원적뇌류환자진행문권조사,대조사결과진행통계묘술,료해병평개환자대해병방호리복무적기망여감지.결과 뇌류환자대호리복무각유도적기망치균교고,여실제감지치존재교대차이;호리복무질량득분위(-0.17± 0.15)분,각유도득분유고도저의차위:이정성(-0.08±0.13),보증성(-0.15±0.12),유형성(-0.16±0.15),가고성(-0.17 ± 0.13),반응성(-0.22 ± 0.20),가접수성(-0.39 ± 0.08).결론 해과실호리복무질량유대진일보제고;Servqual모형유리우림상호리인원급시료해환자대호리복무적기망여감지,대호리복무질량지속개진구유겁기중요적지도의의.
Objective To explore how the current patients with brain tumors to percept and expect the nursing service provided in our hospital, and aim to furnish specific nursing intervention and enhanced nursing service. Methods The Servqual evaluation survey was given to a total of 350 brain tumor patients who were hospitalized during June 1 and December 31, 2013 and processed for the evaluation on patients'perception and expectation for the nursing service. Results It reflected a higher expectation on every dimension of nursing service and a significant gap to their actual perception;the score demonstrated as follows:the nursing service quality (-0.17±0.15), the dimension from high to low order-empathy (-0.08±0.13), guarantee (-0.15±0.12), tangibility (-0.16±0.15), reliability (-0.17±0.13), reactiveness (-0.22 ± 0.20), and acceptability (-0.39 ± 0.08). Conclusion The Servqual evaluation survey is considered being beneficial for clinical nursing staff to understand better their patients'needs and provide guide in improving the quality of the service.