服务质量差距模型的建立对手术室护理管理的作用

目的：探讨服务质量差距模型的建立对手术室护理管理的作用。方法选择2015年1~12月在我院住院治疗的100例择期手术患者，将2015年7月后建立服务质量差距模型的50例患者纳入观察组，2015年7月前施行手术室常规护理的50例患者纳入对照组，比较两组患者的护理质量，护理干预前后Zung焦虑自评量表(SAS)和抑郁自评量表(SDS)评分的变化以及患者满意度。结果观察患者护理质量评分为(93.58±10.61)分，明显高于对照组的(88.52±10.78)分，差异有统计学意义(P<0.05)；观察组与对照组患者干预后的SAS、SDS量表评分分别为(31.02±10.58)分、(32.57±9.05)分和(36.44±11.24)分、(37.84±8.24)分，均有显著下降，且观察组低于对照组，差异均有统计学意义(P<0.05)；观察组患者满意度为94%，明显高于对照组的80%，差异有统计学意义(P<0.05)。结论手术室护理管理中建立服务质量差距模型作为指导，可以明显提高护理质量，改善择期手术患者的焦虑、抑郁情绪，提高患者的满意度。

Roles of service quality model in nursing management in operating room

Objective To investigate the effect of service quality model in nursing management in operating room. Methods One hundred patients in our hospital from Jan. 2015 to Dec. 2015 who were scheduled for surgery were selected as research subjects. The 50 patients applied service quality model (after July 2015) were included into the observation group, and 50 patients received routine care in the operating room were included into the control group. The nursing quality, changes in Zung Self-rating Anxiety Scale (SAS) and Self-rating Depression Scale (SDS) score before and after intervention, patient satisfaction were compared. Results The score of nursing quality in observation group was (93.58±10.61) points, which was significantly higher than that in the control group of (88.52±10.78) points, P<0.05. The SAS, SDS scores after intervention were (31.02 ± 10.58) points, (32.57 ± 9.05) points in the observation group and (36.44 ± 11.24) points, (37.84 ± 8.24) points in the control group, which were all significantly decreased compared with those before treatment, and scores in the observation group were significantly lower than that in the control group (P<0.05). The satisfaction rate in observation group was 94%, which was significantly higher than 80%in the control group (P<0.05). Conclusion Service quality model for nursing management in operating room can significantly improve the quality of care, reduce anxiety and depression of patients, and improve patients' satisfaction.