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目的:利用服务质量差距模型,通过了解、分析患者满意度和服务需求,提出医疗服务改进措施及建议。方法:采用问卷调查法,依据服务质量差距模型的基本理论,结合医院工作实际,建立医疗服务质量差距模型,运用SPSS17.0统计软件包分析处理数据。结果:患者对医疗服务的感知高于期望。同时,显示患者在医疗服务质量的评价中,对保证性的评价最高(4.75),对有形性和移情性的评价最低(4.68);患者在医疗服务质量的期望中,对保证性的期望最高(4.73),对移情性的期望最低(4.67);不同年龄层的住院患者,年龄越小,在医疗服务质量可靠性方面,期望值与实际感受值之间的差距越大。结论:服务质量差距模型在住院患者满意度分析与改善的应用是可行的,为医院管理者在解决医疗服务质量的问题时提供一个可靠的理论分析思路。 相似文献
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目的 基于服务质量(SERVQUAL)模型+“重要性-绩效分析”(IPA)模型的“互联网+护理服务”质量评价。方法 本研究基于SERVQUAL模型调查服务对象对“互联网+护理服务”质量的期望与感知情况,于2022年8-11月采用自行设计的“互联网+护理服务”质量评价量表,对青岛市预约“互联网+护理服务”的432例服务对象进行横断面调查。并利用IPA模型,对服务质量进行分类,探讨“互联网+护理服务”过程中存在问题和改进方向,清晰的识别出“互联网+护理服务”质量管理中资源配置的优势和劣势。结果 总体服务质量期望均数为3.71分,实际感受均数为3.23分,总差值为-0.48分,每个条目的期望与实际感知分值之差均为负数,表示患者期望的服务质量均高于实际感知的服务质量。关于服务对象期望方面,从7个维度来看,可靠性的期望值最高,其次是安全性,第3是移情性,第4是监督性,第5、6是经济性和响应性,得分最低的是有形性。关于服务对象实际感知方面,有形性的实际感受值最好,其次是可靠性,第3位是安全性、响应性和监督性,第6位是经济性,而对移情性实际感受值最低。结论 “互联网+护理服务”总体质量不高,尚未达到... 相似文献
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《解放军护理杂志》2015,(23)
目的采用Servqual模型测评腔镜外科护理服务质量现状,找出影响护理服务质量的薄弱环节,为质量改进提供依据。方法便利选取2013年10月至2014年12月在温州医科大学附属第一医院腔镜外科的460例住院患者为研究对象,采用Servqual模型测评患者对护理服务质量的期望和感知,并根据测评结果实施针对性的护理改进措施,其中2013年10月至2014年4月的204例为改进前,2014年5-10月的256例为改进后,比较改进前后的基础护理质量、患者治疗依从性、服务质量和患者满意度。结果腔镜外科住院患者对可靠性、反应性和移情性的期望相对较高,而对保证性和有形性的期望相对较低;从感知和期望之间的差距来看,腔镜外科在有形性和可靠性方面做得最好,而在移情性上做得较差。实施针对性的护理改进措施后,科室的基础护理质量、患者治疗依从性、服务质量和患者满意度均有明显提高,差异有统计学意义(P0.05或P0.01)。结论 Servqual模型用于腔镜外科护理服务质量测评能较客观全面地反映护理服务质量,有助于及时了解患者需求并发现护理服务过程中的薄弱环节,对改进护理服务措施和提高护理服务质量具有指导意义。 相似文献
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目的了解临床护士对护理质量期望与感知差异,为改进护理服务质量提供依据。方法基于服务质量差距模型,自行设计临床护士对护理服务质量评价量表,运用方便抽样法抽取某三级甲等医院227名临床护士进行调查研究,使用SPSS 22.0对数据进行描述性分析和配对t检验。结果总体来说,临床护士对护理服务质量期望值得分为(4.35±0.88)分,感知值得分为(4.24±0.77)分,两者差异有统计学意义(P0.05),服务质量得分为(-0.11)分,即护理服务质量尚未达到临床护士期望值。在5个维度中,临床护士对护理服务质量评价由好到差依次为:响应性(0.56)、可靠性(-0.16)、移情性(-0.21)、保证性(-0.32)、有形性(-0.55)。21个条目中,临床护士期望值最高的是"病房具有先进的护理服务设备(4.70±0.50)",感知值最高的是"护士是有礼貌的(4.55)",服务质量评价最高的是"护士如果很忙,不能及时回应患者是可以谅解的(2.37)"。结论该院临床护士对护理服务质量期望高于感知。医院有形性建设是该院目前最急需解决的问题,应提高临床护士的保证性服务,重视临床护士需求,提高临床护士服务意识,以期提高护理服务质量。 相似文献
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Servqual评价调查表在优质护理示范病房服务质量评价中的应用 总被引:1,自引:0,他引:1
目的:了解患者对优质护理服务质量的真实感受和评价,为进一步提高护理服务质量提供指导。方法:采用Servqual评价调查表对首都医科大学附属三级甲等医院优质护理示范病房的118位住院患者进行现场调查,了解并评价患者对该病房优质护理服务质量(SQ)的感知与期望。结果:患者对护理服务质量的有形性、可靠性、响应性、保证性、移情性及费用可接受性的期望值(E)分别为4.31、4.50、4.56、4.52、4.49、4.42,感知值(P)分别为4.38、4.57、4.64、4.59、4.55、4.43,服务质量(SQ)值分别为0.0678、0.0678、0.0763、0.0657、0.0610、0.0169。结论:患者对护理服务各个属性的期望值均较高,该病房在服务的有形性、可靠性、响应性、保证性、移情性及费用可接受性几个方面做的均较好。 相似文献
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《护理实践与研究》2019,(23)
目的探讨基于服务质量模型(SERVQUAL)制定的调查问卷对提高白内障手术患者护理服务质量的有效性。方法选取2018年1—12月入院的86例白内障患者为研究对象,随机等分为观察组与对照组,采用基于SERVQUAL模型的问卷调查两组患者的护理满意度和服务感知质量。对照组采用常规眼科护理,观察组基于SERVQUAL模型制定调查问卷,根据问卷调查结果实施针对性护理,比较两组患者的护理满意度及服务感知质量。结果观察组对有形设施、护理人员可靠性、响应性、保证性、移情性5个方面的满意度均高于对照组(P 0. 05);术后3 d,观察组患者对护理人员可靠性、响应性、保证性、移情性4个方面的评分均显著高于对照组(P 0. 05)。结论基于SERVQUAL模型制定调查问卷并实施针对性护理干预,可提高白内障手术患者的护理满意度和服务感知质量,具有一定的护理借鉴价值。 相似文献
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Mohammed Mahmoud Al-Momani 《Medical principles and practice》2015,25(1):79-84
Objectives
To investigate patients'' satisfaction with nursing care by measuring the gap between patients'' expectations of care and perceptions of the actual care provided and to identify the areas of nursing care that need improvement.Subjects and Methods
A cross-sectional survey was conducted among patients who were admitted to the Departments of Medicine and Surgery at King Saud Medical City, Riyadh, Saudi Arabia. A modified Service Quality (SERVQUAL) instrument was adapted to collect information from a convenience sample of 432 patients from November 25, 2012, to February 3, 2013. The instrument comprised 22 pairs of questions assessing 5 dimensions of the nursing care provided to patients during hospitalizations. The mean patient expectations and perceptions as well as the gap score values for each dimension of nursing service were tested for differences between the mean scores of the sample at a level of significance of 0.05 using a t test.Results
The gap score for all of the 5 dimensions of nursing services were: responsiveness, −1.71; reliability, −1.48; tangibles, −1.36; assurance, −1.26, and empathy, −0.96. Service quality across the dimensions of responsiveness and reliability was statistically significant (p < 0.05). This result indicated that patients were not satisfied with the nursing service quality in relation to all dimensions.Conclusion
Our study showed negative gaps for the 5 nursing service quality dimensions evaluated. This could provide nurses with information about the aspects of nursing care that promote more positive patient outcomes and satisfaction.Key Words: Nursing care, Patient perception, Patient satisfaction, Patient expectation, Quality of nursing care 相似文献12.
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目的:通过对住院病人的满意度和护理服务落实情况进行调查,以患者的感知质量反映护理服务中的薄弱环节,为提高护理服务质量提供参考。方法:采用《病人满意度与护理服务落实情况调查问卷》对某地区4所医院199名住院病人进行问卷调查。结果:4家医院住院病人的平均满意度得分为(9.400±0.997)分,其中内科和ICU住院病人满意度高于外科;各项护理服务落实度中评价得分最高的项目是护患沟通,最低的是用药指导,而用药指导的落实度与病人总体满意度的相关性最强。结论:护理管理者应充分发挥护理服务落实度评价对护理质量评价的导向功能,及时落实护理服务的薄弱环节,以不断改进护理质量,提高病人的满意度。 相似文献
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《Disability and rehabilitation》2013,35(25-26):2633-2645
Purpose.?This study investigates (a) the provision of speech-language pathology (SLP) services and community resources in Hong Kong for persons with aphasia (PWA) and their families and (b) family members' perception of the service quality.Methods.?A self-administered 42-item questionnaire was distributed in two community support groups. The questions included information on the demography data of the PWAs, details of the SLP services and family members' perception of PWAs' satisfaction with the hospital-based services and resources in community support groups.Results.?Results from 37 completed questionnaires indicated most inpatient and outpatient SLP sessions were delivered weekly and monthly, respectively, in fewer than 30?min. The primary foci of these sessions were assessment and treatment of aphasia. While professional SLP services were unavailable in support groups, the activities attended most frequently by the PWAs and their families were communication groups and social gatherings, respectively. Overall satisfaction was highest with support groups, followed by hospital-based inpatient and outpatient services.Conclusions.?The results provide commentary on the existing practices of post-stroke aphasia management in Hong Kong, and will provide new insights into the clinical care of the PWAs and their families. Such knowledge can allow better planning of resource and manpower allocation for aphasia rehabilitation. 相似文献
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BACKGROUND: Gaining consumer feedback about nursing care and discharge planning is especially important given the changes that have occurred in acute inpatient mental health facilities. Consumers can best define the quality of the service they receive and surveys are considered to be good sources of information about nursing care and discharge planning. AIM: The aims of this study were to clarify consumer discharge needs, ascertain consumer perceptions of helpful practice, identify areas that require improvement, identify resources consumers deem important, ascertain satisfaction with specific aspects of services, and obtain baseline data to improve future discharge planning. METHOD: Satisfaction-with-services and discharge questionnaires were completed by clients (39 and 45, respectively) prior to discharge from three acute inpatient mental health units over a 2-month period. FINDINGS: Findings indicated that clients were most satisfied with the respect they received from staff, attention staff gave to concerns and worries, quality of service provided by nurses, way treatment met client needs and overall stay in hospital. The majority of respondents (95%) indicated that their discharge arrangements were explained to them and 90% were satisfied with these. Whilst over two-thirds indicated that the information provided in hospital to assist with discharge had been helpful, they highlighted some areas for service improvement. Resources to prepare them better for discharge included increased contact with consumer consultants and more information about mental health problems, medication and relapse prevention. CONCLUSION: This study constitutes another small step towards decreasing the gap between consumer expectations and actual treatment by asking consumers about their perceptions of discharge planning. The findings provide the basis for the development of more appropriate strategies to improve the continuity of services between hospital and community mental health settings. 相似文献
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[目的]:构建基于SERVQUAL模型口腔护理临床教学质量评价体系。从而能够更为客观而全面的评价教学质量,充分体现护生在培训过程中期望与真实感知的差距。[方法]:课题小组通过查阅文献,整理分析后初步拟定基于SERVQUAL模型的问卷框架。并通过小组讨论形成初步设定质量评价的各项指标,运用Delphi法对15名专家进行咨询,通过两轮咨询,构建最终口腔护理临床教学的质量评价体系。[结果]:形成包含5个一级指标、12个二级指标、28个三级条目的评估体系。经2轮专家咨询问卷回收率分别为93.7%和100%,专家权威系数为0.90,第2轮肯德尔和谐系数0.228,高于第1轮0.160。RI值为1.667,CR值为0.000<0.1。[结论]:本研究构建的基于SERVQUAL模型的口腔护理临床教学质量评估体系具有较强的科学性、可靠性和实用性,可为提升临床护理带教质量提供参考。 相似文献
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目的:了解长春市三甲综合医院住院患者护理服务满意度的现状及影响因素,探讨提高患者满意度的对策。方法采用分层整群随机抽样方法对长春市3家三甲综合医院280例住院患者的基本情况及对护理服务满意度情况进行调查研究。结果患者对护理服务的总体评价满意度为90.4%,其中性别、年龄、月收入为影响因素。对各条目进行分析,满意度最高的3个条目为尊重患者隐私和信息保密(96.4%)、护士仪表整洁端庄(95.7%)、及时发现并处理病情(94.6%);满意度最低的3个条目为病房环境整洁舒适(73.6%)、获得疾病相关知识和健康教育(75.7%)、入院后护士提醒各种注意事项(77.9%)。结论依据患者的满意度情况,应主要从完善医院环境设施、提高护理服务能力和提高护理人员健康教育能力3个方面提出针对性的意见和建议。 相似文献