Investigation and analysis of emergency nursing service quality current status based on service quality difference model
10.3760/cma.j.issn.1674-2907.2015.21.002
- VernacularTitle:基于服务质量差距模型的急诊护理服务质量现状调查分析
- Author:
Jinghua? DAI
1
;
Qinlian ZHANG
;
Jianping XU
Author Information
1. 030012 太原，山西省人民医院心内科
- Keywords:
Service quality gap model;
Emergency;
Service quality;
Questionnaire;
Servqual appraisal
- From:
Chinese Journal of Modern Nursing
2015;(21):2485-2488,2489
- CountryChina
- Language:Chinese
-
Abstract:
Objective To utilize service quality difference model to analyze the gap between expectation of emergency patients and recognition of nursing service, in order to improve the quality of emergency nursing service by making out the management strategy. Methods A total of 114 emergency observed patients were transversely selected by cluster sampling method and investigated by self-designed current status of emergency nursing quality scale which based on service quality difference model in Taiyuan one class A grade three hospital from March to October 2013. We assessed at time of admitted emergency and discharged from emergency, analyzed the gap of nursing service′s source and types between expectation and recognition and reordered. At the same time, we applied multiple factors analysis method to ensure attribute of nursing service requirement for emergency observed patients. Results The average scores of patients to emergency nursing service was 6. 23 including 5 dimensions and 22 items, and the average score of expectation was 6. 72 (P <0. 05); the SQ average score of 5 dimensions sequenced from large to small: reactive mode, guarantee, stylish, reliability and empathetic; the age, annual times of seeking medical advice and ability of self-care all were the influencing factor of nursing service recognition. Conclusions Service quality difference model is one service quality assessment method from patients′ perspective, and we utilize this model to analyze the expectation and real feeling of service object, help administrators to find out the source caused quality issues and suitable measures targeted to minimize gap.
