Qualitative research on the experience of "shadow" nurses participating in inpatients based on service quality gap model
10.3760/cma.j.cn115682-20201109-06131
- VernacularTitle:基于服务质量差距模型的"影子"护士参与住院患者体验的质性研究
- Author:
Shaoling LI
1
;
Xiaohong LU
;
Lili WEI
;
Qian ZHAO
;
Xinwei ZHANG
;
Xinzhi SHAN
Author Information
1. 青岛大学附属医院心血管内科，青岛 266000
- Keywords:
Nurses;
"Shadow" nurse;
Medical experience;
Qualitative study;
Service quality gap model
- From:
Chinese Journal of Modern Nursing
2021;27(12):1553-1557
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To explore the real experience of "shadow" nurses acting as family members of hospitalized patients and provide references for improving patients' medical experience.Methods:From October to November 2019, a total of 19 "shadow" nurses from the the Affiliated Hospital of Qingdao University were given semi-structured interviews with the guidance of service quality gap model using the purposive sampling method and qualitative research. The phenomenological analysis method and Nvivo 11.0 Chinese software were applied to assist the data analysis.Results:The real experience of "shadow" nurses acting as family members of inpatients can be summarized into five thematic groups. Firstly, there was a gap between patients' and nurses' cognition of nursing service. Second, some current system standards could not meet the needs of patients. Third, nursing services didn't fully implement the established rules and systems. Fourth, there was a difference between patient perception and nursing services. The fifth theme was feelings and reflections.Conclusions:The "shadow" nurse experience activity can explore the medical experience and needs of inpatients, analyze the problems in nursing services and improve the medical experience of patients and meet their needs in a targeted manner.
