目的 对患者的护理服务认知开展调查,为护理服务评价方法的改进和护理服务水平的提高提供依据和参考.方法 自行设计患者护理服务认知调查问卷,于2018年6—7月对杭州市区2家三级医院外科系和内科系的357位出院患者进行调查,问卷内容包括人口统计特征和护理服务认知指标两大部分.对调查数据进行因子分析和假设检验.结果 从患者访谈发现的20个调查项目中,识别出患者护理服务认知的4个维度,即需求导向的护理、信息提供、护士态度和快速及时.患者眼中的"好"护理与符合三维模型的优质护理具有很强的互补性,患者重视自身需求的满足和非技术性服务.结论 应构建结合患者护理服务认知和三维模型的综合评价体系对护理服务进行全面客观评价,向患者提供符合其需求的优质护理.%Objective To investigate the nursing care perception of patients, for reference of improving the evaluation methods and service level of nursing care. Methods A customized questionnaire was used to survey 357 discharged patients from June to July 2018 from the medical wards and surgical wards of two tertiary hospitals in Hangzhou. The data were subject to factor analysis. Results Four factors were extracted by a factor analysis from 20 survey items, by means of face-to-face interviews of these patients. The study showed that the patients perceive nursing care from 4 dimensions, i. e. , demand-directed nursing, information providing, nurse attitude and timely nursing. There exists strong complementarity between patients′ perception of good nursing and high quality nursing as recognized by the three-dimension model. Patients pay more attention to need fulfillment and non-technical service. Conclusions To provide high quality nursing in need, a comprehensive system should be built for general and objective evaluation of nursing care, which combines both patients′ perception and a three-dimension model.
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