以质量求发展，以服务铸品牌

护理学报 ›› 2020, Vol. 27 ›› Issue (7): 25-29.doi: 10.16460/j.issn1008-9969.2020.07.025

• 护理管理 • 上一篇    下一篇

基于Servqual模型构建急性酒精中毒护理质量评价体系

裴坤一, 郑欣, 徐柳, 李霞   

  1. 中国医科大学附属第一医院 急诊科,辽宁 沈阳 110000
  • 收稿日期:2019-10-25 发布日期:2020-07-13
  • 作者简介:裴坤一（1987-）,女,辽宁锦州人,本科学历,护士。

Construction of Servqual Model-based Nursing Quality Evaluation System of Acute Alcoholism

PEI Kun-yi, ZHENG Xin, XU Liu, LI Xia   

  1. Emergency Department, the First Affiliated Hospital of China Medical University, Shenyang 110000,China
  • Received:2019-10-25 Published:2020-07-13

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摘要： 目的 基于Servqual模型构建急诊科急性酒精中毒护理质量评价体系。方法 从Servqual模型5个角度及文献研究的基础上,初步构建急性酒精中毒护理质量评价体系,应用德尔菲法专家咨询后最终确定各级指标,并最后采用优序图法确定各指标权重。结果 经过2轮专家函询后,共形成5项一级指标,13项二级指标和57项三级指标的评价体系;专家积极性较好,分别为93%和89%;专家权威程度较高分别为0.89和0.87;2轮专家协调程度良好（P<0.05）,且第2轮W值高于第1轮。结论 本研究基于Servqual模型所构建的急诊科急性酒精中毒护理质量评价体系具有较强的科学性和可靠性,可为提升急性酒精中毒护理质量及改善其预后提供参考依据。

关键词: 急性酒精中毒, 护理质量, Servqual模型, 评价体系

Abstract: Objective To construct a nursing quality evaluation system of acute alcoholism in emergency department based on Servqual model. Methods Based on the five perspectives of the Servqual model and literature review, the initial evaluation system for the quality of nursing care of acute alcoholism was established. The indexes of all levels were finally determined after expert consultation of Delphi method, and the weight of each index was determined by optimal sequence chart. Results After two rounds of expert consultation, the evaluation system consisting of 5 first-level, 13 second-level and 57 three-level indicators was formed. The positive coefficient of experts was 93% and 89% respectively; the authoritative coefficients 0.89 and 0.87 respectively. The two rounds of experts were in good coordination (P<0.05), and W value in the second round was higher than that in the first round. Conclusion Being scientific and reliable, the Servqual model-based acute nursing quality evaluation system of acute alcoholism in emergency department can provide reference for improving the nursing quality of acute alcoholism and improving its prognosis.

Key words: acute alcoholism, quality of care, Servqual model, evaluation system

中图分类号: 

  • R47
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