摘要目的 了解宁夏医科大学总医院肿瘤医院住院患者护理服务质量感知现状.方法 以Servqual模型为基础,采用自行设计的住院患者对护理服务质量的期望感知调查问卷对160例住院患者进行调查,并构建肿瘤科住院患者对护理服务质量的期望—感知二维矩阵(IPA矩阵).结果 所有的条目除“一视同仁”和“推荐该院”外,其余均显示感知服务质量(SQ)＜0,即对调查的护理服务患者的实际感受均小于期望,其中“病房安静”“健康指导”“护理服务水平”差异有统计学意义(t=2.963、2.020、2.020,p＜0.05).IPA矩阵显示,“病房安静”“健康指导”“护理服务水平”为该院护理优先解决的问题.“生活护理”“保护隐私”“心理护理”“服务水平”“付出的钱所达到护理服务”为该院次要改进的问题.结论 Servqual模型与IPA矩阵结合,可了解住院患者对护理服务期望和感知的差距,确定问题改进的优先次序,帮助医院找出护理工作薄弱环节,为管理者制订精细化医院管理方案提出有效的理论依据.

abstractsObjective To understand a cancer hospital inpatient care Ningxia quality of service perceived status quo.Methods Servqual model-based,self-designed Expect Inpatient Nursing Service Quality Perception Questionnaire was used to investigate 160 hospitalized patients and expected to build expectations oncology inpatients quality of care and services-dimensional perception matrix (IPA matrix).Results By analyzing sensible quality (SQ) value and IPA matrix of the Servqual questionnaire,all items except for treating equally and recommend the hospital showed SQ＜0,that was,the actual feelings of patients were less than expected,and there was statistical difference between the actual feelings and expected feelings in the quiet ward,health guide,care level (t=2.963,2.020,2.020,P ＜0.05).IPA matrix showed that ward quiet,health guidance,care level was the priority problems for the hospital.Life Care,protection of privacy,psychological care,level of service,pay the money reached care were the minor priority problems.Conclusions Servqual Model and IPA matrix combination can help to understand the gap between expectations and perception of nursing service,identify problems improvement priorities,identify weaknesses in care for hospital managers,and develop fine effective theory.