摘要
目的 通过扎根理论研究构建患者视角的预检分诊服务满意度理论框架,为评估和量化患者对预检分诊服务的满意度提供参考.方法 采用目的抽样和理论抽样的方法,选择27例接受过预检分诊服务的患者进行半结构式深度访谈;运用程序化扎根理论的研究方法,采用NVIVO12.0软件辅助对原始数据进行开放式编码、主轴编码及选择性编码,并进行理论饱和度检验.结果 析出患者期望、服务质量、信息供给、人本关怀、持续改进5个主范畴.结论 5个主范畴分别构成预检分诊服务满意度的主体因素、核心因素、关键因素、基本因素和保障因素.该理论框架可为改善预检分诊服务、评估患者满意度提供参考.
Abstract
Objective To construct a theoretical framework of satisfaction with pre-screening triage service from the perspective of patients through grounded theory research,so as to provide reference for evaluating and quantifying patients'satisfaction with pre-screening triage service.Methods Using purposeful sampling and theoretical sampling methods,27 patients who had received pre-screening triage services were selected for semi-structured in-depth interviews.Applying the procedural grounded theory research method and assisted by NVIVO 12.0 software,the acquired raw data were subjected to open coding,axial coding,and selective coding,followed by a theoretical saturation test.Results Five main categories were identified,including patient expectations,ser-vice quality,information supply,humanistic care,and continuous improvement.Conclusion Patient expectations,service quality,information supply,humanistic care,and continuous improvement constitute the main factor,core factor,key factor,basic factor and guarantee factor,respectively,of pre-screening triage service satisfaction.This theoretical framework can serve as a reference for enhancing pre-screening triage services and evaluating patient satisfaction.
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