Field research on work experience and service quality of "Internet plus nursing service" led by tertiary hospitals
10.3760/cma.j.cn211501-20221201-03665
- VernacularTitle:三级医院主导"互联网+护理服务"工作体验及服务质量的田野研究
- Author:
Qian WANG
1
;
Yan WANG
;
Suyun WANG
;
Hongbing CUI
;
Deliang LIU
Author Information
1. 山东大学齐鲁医院（青岛）急诊科，青岛 266035
- Keywords:
Internet plus;
Management mode;
Work experience;
Service quality;
Field study
- From:
Chinese Journal of Practical Nursing
2023;39(29):2256-2262
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To understand the work experience and service quality of "Internet plus Nursing Service" led by tertiary hospitals to lay the foundation for building an "Internet plus Nursing Service" quality control index system suitable for China's national conditions.Methods:Using field research method, combining purposive sampling with open sampling, from September 2021 to February 2022, the 11 "Internet plus Nursing Service" visiting nurses from 10 residential areas in Shibei District, Shinan District, Laoshan District, Chengyang District and Jimo District of Qingdao were observed for 5 months.Results:The work experience of "Internet plus Nursing Service" visiting nurses: meeting the rigid needs of society and patients, and nurses′ professional value and satisfaction were multiplied; there were still shortcomings in the regulatory mechanism, and information technology construction needed to be continuously strengthened; there were still hidden dangers in patient safety and nurse professional safety issues. Six key factors influencing the quality of Internet plus nursing service were analyzed: non-standard preparation of articles before visiting, non-standard dress for door-to-door service, inadequate preparation for pre operation evaluation, lack of empathy during operation, weak awareness of infection prevention outside the hospital, and failure to carry out health education based on patients′ conditions after operation.Conclusions:The Internet plus nursing service model is dominated by the tertiary hospitals in Qingdao, which has realized two-way referral between the community and the superior hospitals, and has effectively improved the quality of extended care. The acceptance and satisfaction of patients and their families are high, and nurses′work enthusiasm and professional value have increased significantly. It is still necessary to establish and improve theInternet plus nursing service work standards to achieve the homogenization and diversification of nursing services, promote the comprehensive quality of community medical staff.
