Objective To investigate the importance and performance of nursing service in the blood collection room,so as to provide references for managers to improve service quality and optimize resource allocation.Methods Totally 296 adult patients who were collected blood samples in the outpatient department or parents of children were investigated with a self-made Servqual scale.The data were analyzed using the importance performance analysis(IPA).Results The outpatient blood specimen collection service was divided into 4 quadrants,including 10 high-importance high-performance items,2 high-importance low-performance ones,7 low-importance low-performance ones,and 3 low-importance high-performance ones.Conclusion The focus of the improvement of outpatient blood collection and nursing services is to create a comfortable space from the big environment to small details.
关键词
重要性绩效分析/门诊采血/护理服务
Key words
Importance performance analysis/Blood collection/Nursing service
维普
万方数据