Ma Yonghong, Liu Fan, Yang Chunxia, Yang Jinrong, Xu Lisheng, Xie Jingying, Wang Jingjun, Wei Jingyi
State Key Laboratory of Oral Diseases & National Center for Stomatology & National Clinical Research Center for Oral Diseases & West China Hospital of Stomatology, Sichuan University, Chengdu 610041, China.
Hua Xi Kou Qiang Yi Xue Za Zhi. 2025 Apr 1;43(2):227-235. doi: 10.7518/hxkq.2025.2024277.
This study aimed to investigate the perception of dental outpatient care quality from multiple perspectives of administrators, physicians, nurses, and patients and propose nursing care quality evaluation indices that are consistent with the clinical reality to provide reference for the construction of a scientific, systematic, and comprehensive dental outpatient care quality evaluation system.
A total of 39 interviewees, including 7 administrators, 11 doctors, 11 nurses, and 10 patients, were selected for semi-structured in-depth interviews in five regionally representative tertiary-level A stomatological specialty hospitals nationwide during January-April 2024 by using a multistage sampling method. Colaizzi 7-step analysis was used to analyze and summarize the interview data. Themes were extracted on the basis of the Structure-Process-Outcome (SPO) three-dimensional quality assessment model.
Five main themes and 15 secondary themes were extracted from three quality dimensions: structure, process, and result. The related topics of structural quality were as follows: disinfection and isolation norms, equipment and consumable management, nursing manpower ratio and nurse education structure, and emergency capability. The related topics of process quality were as follows: pre-diagnosis risk assessment, patient triage and guidance, communication and attitude, health education, humanistic care, continuous care, specialty operation, and four-hand operation. The related topics of result quality were as follows: satisfaction, adverse event management and analysis, effective complaints and disputes.
Structure quality is the foundation, process quality is the core, and result quality is the key in the evaluation of the quality of oral outpatient care. The standardization of disinfection and isolation, equipment and consumable management, allocation of reasonable nursing manpower and post capacity, implementation of high-quality nursing services, and improvement of the quality and satisfaction of medical cooperation are necessary guarantees to ensure the quality of oral outpatient care.
本研究旨在从管理人员、医生、护士和患者的多个视角调查口腔门诊护理质量认知，并提出符合临床实际的护理质量评价指标，为构建科学、系统、全面的口腔门诊护理质量评价体系提供参考。
2024年1月至4月，采用多阶段抽样方法，在全国5家具有区域代表性的三级甲等口腔专科医院，选取包括7名管理人员、11名医生、11名护士和10名患者在内的39名受访者进行半结构式深入访谈。采用Colaizzi 7步分析法对访谈数据进行分析和总结。基于结构-过程-结果（SPO）三维质量评估模型提取主题。
从结构、过程和结果三个质量维度中提取出5个主要主题和15个次要主题。结构质量的相关主题如下：消毒隔离规范、设备及耗材管理、护理人力配比及护士学历结构、应急能力。过程质量的相关主题如下：诊断前风险评估、患者分诊与指导、沟通与态度、健康教育、人文关怀、连续性护理、专科操作、四手操作。结果质量的相关主题如下：满意度、不良事件管理与分析、有效投诉与纠纷。
在口腔门诊护理质量评价中，结构质量是基础，过程质量是核心，结果质量是关键。消毒隔离、设备及耗材管理的规范化，合理护理人力及岗位能力的配置，优质护理服务的实施，以及医疗合作质量和满意度的提升，是确保口腔门诊护理质量的必要保证。
