The Status Of Nursing Service Quality In Obstetrical Department Which Is Based On Servperf Appraisal

Objective:To explore the value of Servperf model in evaluation of nursing service quality of obstetrics.Methods: This survey was conducted by modified Servperf model.A total of 315 maternal in obstetrics of Xinjiang province were studied.Inclusive criteria:On their own or with the help of investigators,hospitalized pregnant women whose Intellectual or cognitive function is normal,No mental disease or a positive family history of mental illness,voluntarily fill out a questionnaire.Survey used "perceived quality of care inpatient Scale" that is established by Zhao Bi, based Servperf model, includes four dimensions: Assurance(A), Responsiveness(B), Empathy(C) and Reliability(D), a total of 29 entries, has good reliability and validity.Based on actual experience in hospital maternal heart meets the expectations,agreement use Likert five score, the higher score, the higher level of care.Used SPSS17.0 analyze data, analytical methods including: descriptive statistics, T test,ANOVA analysis, multiple regression analysis.Results: ①The total scores of nursing service quality in obstetrics were(117.78±17.60) and score index was 81.2%.②score index from high to low for each dimension turned out as: the scores of assurance were(37.09 ±5.15), and score index was 82.4%;the scores of reliability were(12.19±2.08) and score index was81.3%;the scores of care were(32.27±5.13) and score index was 80.7%; the scores of responsiveness were(36.24±6.13) and score index was 80.5%.③In the 29 items, A9(work responsibly),A7(cleanly and generously),C26(Respect the patient),A4(Patients feel comfortable service)and A6(Nurse trustworthy) were the top five.A5(The number of nurses meet the basic needs of care),C25(understand patient’s emotions give them comfort),C21(protect patients’ privacy),C22( specific care according to the patient’s condition) and B12(Respond quickly to calls)were ranked after five in the 29 items of the perceived value.④The maternal who had different occupations 、education levels,and whether or not recommend the hospital to others were significant difference in perception of nursing service quality(P<0.05).The maternal who had different age, ethnicity, family income, hospital days, payment of medical expenses, perceived health status,births times, residence weren’t significant difference in perception of nursing service quality(P>0.05).⑤Perceived quality of care and willingness to recommend a positive correlation(P<0.05).Conclusion:obstetric overall nursing service quality is better, The affecting factors were Education level,career. Perceived service quality have good maternal willingness to recommend.On the basis of ensuring assurance and reliability, nursing managers should give priorities to responsiveness and empathy care in terms of nursing service quality.