新生儿重症监护室患儿父母感知护理服务质量调查分析

doi:10.3761/j.issn.1672-9234.2019.05.012

摘要/Abstract

摘要：

目的调查新生儿重症监护室护理服务质量现状,为采取针对性措施改进服务质量、保障优质护理服务提供参考依据。方法修订Servqual量表并检验其信效度,应用修订后的Servqual量表对2017年1月—2018年6月洛阳市某儿童医院新生儿重症监护室608例住院新生儿父母进行调查。结果修订后量表的内容效度为0.86,Cronbach’s α系数为0.885。新生儿父母对新生儿重症监控护理服务的感知均为负值,保证性维度（-0.195±0.536）分,移情性维度（-0.262±0.688）分,可靠性维度（-0.298±0.483）分,响应性维度（-0.359±0.655）分,有形性维度（-0.823±0.675）分。结论修订版Servqual量表能够客观、有效地评价新生儿父母对新生儿重症监护室护理服务感知现状;同时新生儿重症监护室患儿父母感知护理服务质量过低,需要按需调整服务内容,有针对性地持续改进服务质量。

关键词: 重症监护病房,新生儿, 护理, Servqual评价法

Abstract:

Objective To investigate the care quality perceived by parents of patients in NICU. Methods Firstly,the Servqual scale was revised and its psychometric properties were evaluated. Then a total of 608 children’s parents in NICU of a Children Hospital in Luoyang from January 2017 to June 2018 were surveyed using Servqual scale. Results The content validity index was 0.90,the Cronbach’s α was 0.885.The scores of perceived care quality were all negative with -0.195±0.536 for assurance dimension,-0.262±0.688 for empathy dimension,-0.298±0.483 for reliability dimension,-0.359±0.655 for responsiveness dimension,and -0.823±0.675 for the tangibles dimension. Conclusion The revised Servqual scale can evaluate the care quality perceived by parents of patients in NICU objectively and effectively. The level of care quality perceived by parents is low. Therefore,the care quality need to be improved through adjusting service contents provided.

Key words: Intensive Care Units,Neonatal, Nursing Care, Servqual evaluation method

田红霞,郭惠子,田菲,孟洁琼,张倩. 新生儿重症监护室患儿父母感知护理服务质量调查分析[J]. 中华护理教育, 2019, 16(5): 368-371.

Hong-xia TIAN,Hui-zi GUO,Fei TIAN,Jie-qiong MENG,Qian ZHANG. A survey of care quality perceived by parents of patients in NICU[J]. Chinese Journal of Nursing Education, 2019, 16(5): 368-371.

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