服务质量差距模型和感知绩效模型在门急诊输液室管理中的应用

目的探讨服务质量差距模型和感知绩效模型在门急诊输液室管理中的应用与效果。方法应用服务质量差距模型和感知绩效模型，从了解患者及护士需求、制订护理服务规范、人力资源合理配置和延伸护理服务内容等方面着手，缩小输液患者感知服务质量与需求间的差距。结果门急诊输液患者护理投诉和护理差错减少（P〈0．01），护士不良事件上报率提高（P〈0．05），患者满意度达96．70％。结论应用服务质量差距模型和感知绩效模型能够增强护士工作主动性，提高门急诊输液的护理服务质量。

Application of service quality gap model and perceived performance model in the management of the outpatient and emergency infusion room

Objective To explore methods and effects of service quality gap model and perceived performance model in the management of outpatient and emergency infusion room. Methods Service quality gap model and perceived performance model were applied to bridge the gap between the perceived service quality and demands of patients. Many measures were implemented, including understanding the needs of patients and nurses, formulating service specification of nursing,configuring reasonable allocation of human resources, and extending nursing service contents. Results The numl~ers of nursing complains and errurs were reduced（ P 〈 0.0l ）. The reporting rate of nursing adverse events were improved （ P 〈 0.05 ）. The patients＇satisfaction reached 96.70%. Conclusion The application of service quality gap model and perceived performance model can enhance nurses＇working initiative and improve the quality of nursing service in out- patient and emergency infusion room.