基于SERVQUAL模型的PCI患者病例管理服务质量的分析:单中心前性研究
Songchao Wang1, Qin Lu2, Li Ding2
1Nursing Department, The Second Affiliated Hospital of Jiaxing University, Jiaxing, Zhejiang, China.
Frontiers in public health
|January 22, 2026
概括
皮肤冠状动脉干预 (PCI) 患者报告病例管理服务质量中等,感知质量低于预期. 需要不断改进,以提高患者对PCI护理的满意度.
科学领域:
- 医疗保健管理的管理
- 患者体验 患者体验
- 心血管医疗护理是什么意思
背景情况:
- 有效的病例管理对于接受皮肤冠状动脉干预 (PCI) 的患者至关重要.
- 了解患者对服务质量的看法对于有针对性的改善PCI护理途径至关重要.
研究的目的:
- 分析PCI患者病例管理服务的现状和缺陷.
- 调查PCI患者对病例管理服务质量的看法和期望.
- 为改善PCI护理中的病例管理服务提供数据.
主要方法:
- 对PCI患者进行了使用服务质量 (SERVQUAL) 尺度的问卷调查.
- 使用重要性-绩效分析 (IPA) 来评估患者评级的质量.
- 从230名接受调查的PCI患者中收集了221份有效问卷.
主要成果:
- 平均期望分数为3.878分,平均感知分数为3.616分,产生了-0.267.7的差距.
- 所有维度都显示出负的预期-感知差距,表明感知质量低于预期.
- 整体服务质量被评为中等,但没有达到患者满意度水平.
结论:
- 目前,PCI患者对病例管理服务的整体满意度不足于最佳水平.
- 在PCI患者的病例管理中,显然需要持续的质量改进举措.
- 解决患者期望和认知之间的差距是改善护理的关键.
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