民族地区护士对护理服务质量的期望与感知差异研究
|
摘要
目的探求以缩小民族地区临床护士对护理质量期望与感知差异为导向,改善护士获得感,进而提高护理服务品质。方法采用基于SERVQUAL模型构建的临床护士对护理服务质量评价表,对凉山彝族自治州33所医疗机构的1000名病房护士进行调查分析。结果临床护士对护理服务质量的期望值与感知差异有统计意义(P<0.001);护士期望与感知护理服务差异最大的是有形性,最小的是响应性。结论应加强医疗机构有形性建设,改善护士工作环境、关注护士需求,通过改善护士职业感知体验,提升病人的护理服务质量。
Objective To narrow down the differences of nurses' expectations and perceptions on quality of nursing service and to improve nursing quality to raise their job satisfaction.Methods A SERVQUAL model of service quality was applied to investigate 1000 nursing staff from 33 hospitals of different levels in Liang Shang Yi Autonomous Prefecture.Results There was a statistical significance difference nursing service between quality and perceptions( P < 0. 001). Conclusions Hospital should strengthen the tangible construction to improve nurses' working environment and cater for their needs.Consequently,the job satisfaction of their needs will benefit the improvement of nursing quality.
Objective To narrow down the differences of nurses' expectations and perceptions on quality of nursing service and to improve nursing quality to raise their job satisfaction.Methods A SERVQUAL model of service quality was applied to investigate 1000 nursing staff from 33 hospitals of different levels in Liang Shang Yi Autonomous Prefecture.Results There was a statistical significance difference nursing service between quality and perceptions( P < 0. 001). Conclusions Hospital should strengthen the tangible construction to improve nurses' working environment and cater for their needs.Consequently,the job satisfaction of their needs will benefit the improvement of nursing quality.
引文
[1]蒋红,丁强,汪志明,等.完善激励机制,调动护士积极性[J].中国护理管理,2011,11(10):13-14.
[2]刘闻捷,蒋晓莲.四川省护士感知的工作环境与工作满意度的相关性研究[J].护理研究,2014,28(1):161-164.
[3]丁荆妮,彭静玲.护患双方对护患关系认知现状[J].护理研究,2015,,29(10C):3782-3784.
[4]Butt M M,de Run E C.Private Healthcare Quality:Applying a SERVQUAL Model[J].Int J Health Care Qual Assur,2010,23(7):658-673.
[5]Abuosi A A,Atinga R A.Service Quality in Healthcare Institutions:Establishing the Gaps for Policy Action[J].Int JHealth Care Qual Assur,2013,26(5):481-492.
[6]严利,田继书,钟小勤.Servqual评价法在护理服务质量评价中的应用[J].护理学杂志,2009,24(3):1-3.
[7]李丽,叶文琴,赵明利.应用Servqual量表评价影响护理服务质量的相关因素调查[J].护理研究,2013,27(7A):1946-1947.
[8]Lee MA.A comparative study of how subjects,characteristics and nursing service quality influence on hospital revisiting intent between patients and nurses[J].Taehan Kanho IIakhoe Chi,2005,35(7):1210-1220.
[9]Mi Aie Leea,Young-Hee Yom.Aomparative Study of Patients,and Nurses'Perceptions of the Quality of Nursing Services,Satisfation and Intent to Revisit the Hospital:A Questionnaire Survey[J].Int J Nurs Stud,2007,44(4):545-555.
[10]喻姣花,张学辉,柯卉,等.临床护士对护理服务质量期望与感知差异性分析[J].护理学报,2014,21(19):23-26.
[11]国家卫生计生委医院管理研究所护理中心.护理敏感质量指标实用手册[M].北京:人民卫生出版社,2016:232-245.
[12]郭琳华,王丽,贾丽霞,等.护理管理中人文关怀应用与评价[J].当代护士(上旬刊),2017,1:162-163.
[13]朱建军,朱兴连,赵光昱,等.凉山彝族自治州手术室护理人员HIV/AIDS防护行为与防护用品使用现状调查[J].护理研究,2014,28(8B):2847-2850.
[2]刘闻捷,蒋晓莲.四川省护士感知的工作环境与工作满意度的相关性研究[J].护理研究,2014,28(1):161-164.
[3]丁荆妮,彭静玲.护患双方对护患关系认知现状[J].护理研究,2015,,29(10C):3782-3784.
[4]Butt M M,de Run E C.Private Healthcare Quality:Applying a SERVQUAL Model[J].Int J Health Care Qual Assur,2010,23(7):658-673.
[5]Abuosi A A,Atinga R A.Service Quality in Healthcare Institutions:Establishing the Gaps for Policy Action[J].Int JHealth Care Qual Assur,2013,26(5):481-492.
[6]严利,田继书,钟小勤.Servqual评价法在护理服务质量评价中的应用[J].护理学杂志,2009,24(3):1-3.
[7]李丽,叶文琴,赵明利.应用Servqual量表评价影响护理服务质量的相关因素调查[J].护理研究,2013,27(7A):1946-1947.
[8]Lee MA.A comparative study of how subjects,characteristics and nursing service quality influence on hospital revisiting intent between patients and nurses[J].Taehan Kanho IIakhoe Chi,2005,35(7):1210-1220.
[9]Mi Aie Leea,Young-Hee Yom.Aomparative Study of Patients,and Nurses'Perceptions of the Quality of Nursing Services,Satisfation and Intent to Revisit the Hospital:A Questionnaire Survey[J].Int J Nurs Stud,2007,44(4):545-555.
[10]喻姣花,张学辉,柯卉,等.临床护士对护理服务质量期望与感知差异性分析[J].护理学报,2014,21(19):23-26.
[11]国家卫生计生委医院管理研究所护理中心.护理敏感质量指标实用手册[M].北京:人民卫生出版社,2016:232-245.
[12]郭琳华,王丽,贾丽霞,等.护理管理中人文关怀应用与评价[J].当代护士(上旬刊),2017,1:162-163.
[13]朱建军,朱兴连,赵光昱,等.凉山彝族自治州手术室护理人员HIV/AIDS防护行为与防护用品使用现状调查[J].护理研究,2014,28(8B):2847-2850.