Cao Meijie, Peng Yuqi, Zhou Yuling, Zhang Yuxi, Han Meiling, Xie Lunfang
School of Nursing, Anhui Medical University, Hefei, China.
Department of Orthopaedics, Boe Hospital of Hefei, Hefei, China.
Sci Rep. 2025 Apr 14;15(1):12850. doi: 10.1038/s41598-025-97495-1.
Nursing managers increasingly focus on improving the quality of patient-centred nursing services.The combination of SERVQUAL model and Kano model can be used for the study on the improvement of nursing quality. Through a literature review and expert discussion, an evaluation questionnaire and a Kano model questionnaire were developed to assess the nursing service quality for orthopaedic trauma inpatients. The SERVQUAL model was used to identify low-level nursing service elements, and the Kano model, factor selection line and sensitivity analysis were used to determine the rectification order. Three hundred people completed two rounds of the survey. The total score for nursing service quality was -0.55. The 26 items assessing nursing service quality included 21 low-level items. There were 10 items that needed improvement. The main reason for low nursing service quality is inadequate attention to patient safety and comfort requirements. Constructing a training system for orthopaedic nurses and optimising the nursing service process are the primary strategies for optimizing the nursing service quality for orthopaedic trauma inpatients. It lays a good foundation for improving patients' experience and health outcomes.
护理管理者越来越注重提高以患者为中心的护理服务质量。SERVQUAL模型和卡诺模型相结合可用于护理质量改进研究。通过文献回顾和专家讨论，编制了一份评估问卷和一份卡诺模型问卷，以评估骨科创伤住院患者的护理服务质量。运用SERVQUAL模型识别低水平护理服务要素，运用卡诺模型、因子选择线和敏感性分析确定整改顺序。300人完成了两轮调查。护理服务质量总分为-0.55。评估护理服务质量的26项指标中包括21项低水平指标。有10项需要改进。护理服务质量低的主要原因是对患者安全和舒适需求关注不足。构建骨科护士培训体系和优化护理服务流程是优化骨科创伤住院患者护理服务质量的主要策略。这为改善患者体验和健康结局奠定了良好基础。
