目的 构建我国住院患者护理服务满意度评价指标体系,为护理服务满意度评价提供科学的测评工具。 方法 查阅国内外文献,根据医院评审等级标准,分级护理服务标准,形成专家咨询问卷,对全国10个省市临床护理,护理管理,医疗专家和第三方评价机构4个领域的20名专家进行2轮专家咨询,最终确立护理服务满意度评价指标体系。 结果 2轮专家咨询问卷回复率分别为100%和95.0%,回复问卷的有效率为100%,2轮咨询专家群体的权威系数分别为0.85和0.92,第2轮专家咨询各条目的变异系数为0.07~0.21。通过德尔菲专家咨询得出的护理理服务满意度评价指标包括7个一级指标,14个二级指标及21个三级指标。 结论 本研究构建了住院患者护理服务满意度评价指标体系,为住院患者护理服务满意度评价提供了科学的测评工具。
Objective To develop an inpatient satisfaction indicator system for nursing care and provide a scientific assessment tool for the evaluation of nursing service satisfaction. Methods The candidate indicators were selected based on literature review as well as the standards of hospital appraisal and grading nursing service. Then,the indica tors were determined by 20 clinical nurse specialists,nursing administrators,physicians or experts from third party accreditation institutions in 10 provinces or cities through two rounds of expert consultation. Results The recovery rate of questionnaires in two rounds was 100% and 95.0%,respectively； the authority coefficient in two rounds was 0.85 and 0.92,respectively. The coefficient of variation of each item ranged from 0.07 to 0.21 in the second round. The satisfaction indictor system consisted of 7 first level indicators,14 second level indicators and 21 third level indica tors. Conclusion The inpatient satisfaction indicator system for nursing care has been developed using Delphi method,which provides a scientific assessment tool for the evaluation of inpatient satisfaction with nursing care.
刘翔宇, 谌永毅, 周钰娟,等. 住院患者护理服务满意度评价指标体系的构建[J]. 中华护理杂志, 2015, 50(1):18-21.复制