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目的总结分析基于Servqual模型下影响肝胆外科围术期护理质量的因素,提出相应的解决措施,提升医院护理质量。方法选取我院2016年1~12月入院的接受肝胆手术的患者100例,所有患者均接受相同的护理方案,利用Servqual模型对患者进行问卷调查,针对护理质量评价和满意程度两个方面,对实际值和患者期望值进行考察比较。结果从护理质量评价值看,患者的期望值均明显高于实际值,从满意程度看,实际的满意程度明显小于患者期望值;两组数据比较有统计学意义。经过对比分析发现护理人员专业素养水平、操作技能及用药安全性等方面均是影响护理质量的重要因素。结论常规的护理方案已不能满足患者的需求,护理质量评价值明显小于患者期望值,其中护理人员的综合素质和操作水平是最主要的影响因素,针对相关影响护理质量的因素提出解决措施至关重要。
Objective To summarize the factors that affect the quality of perioperative nursing care of hepatobiliary surgery based on Servqual model and propose corresponding solutions to improve the quality of hospital nursing. Methods 100 patients admitted to our hospital from January to December 2016 undergoing hepatobiliary surgery were enrolled in this study. All patients underwent the same nursing program. The patients were investigated by using the Servqual model. According to the evaluation of nursing quality and the degree of satisfaction, The actual value and patient expectations were compared. Results From the evaluation of nursing quality, the expected value of patients were significantly higher than the actual value, from the satisfaction level, the actual satisfaction was significantly less than the expected value of patients; the two groups of data was statistically significant. After comparative analysis found nursing professionalism, operating skills and medication safety and other aspects are important factors affecting the quality of care. CONCLUSION: Conventional nursing programs can no longer meet the needs of patients. The evaluation of nursing quality is obviously less than the expectation of patients. The comprehensive quality and operation level of nursing staff are the most important influencing factors. It is very important to put forward the solutions to the factors that affect the quality of nursing .