Servqual Scale Combined With TRIZ Theory In Nursing Management

ObjectiveThe application of SERVQUAL scale analysis the possible factors affecting the quality of nursing service;based with the aid of TRIZ theory to address the concept and use of nursing services in the field of conflict matrix for in-depth analysis,put forward relevant solutions,so as to provide more scientific,effective,system method for improving the quality of nursing service.MethodsA simple sampling method was used to investigate 710 cases of 3 inpatients in Shiyan city of Hubei province with SERVQUAL scale.Descriptive analysis was used to evaluate the quality of nursing service in 3 hospitals,and the influencing factors were analyzed by t test,rank test,variance analysis and multiple linear regression analysis.Based on the principle of TRIZ,propose solutions to problems of nursing service quality in the field of service by means of conflict matrix.Results(1)22 items,hospital patients to nursing service quality expectation value ranked in the top three are: nurses have professional knowledge(4.58±0.538);nurse is polite(4.60±0.514);nurses to provide accurate,skilled service(4.58 ±0.525)points.In the last three are: ward layout reasonable(4.45±0.607);the nurse will give personalized care(4.51±0.570);nurses care for patients,to solve patient problems and correct,error free(4.53 ±0.530)points.(2)22 items,the perceived value is in the top three are: The equipment are consummate when nurses provide services.(4.35±0.591);nurses have professional knowledge(4.33±0.617);nurses to provide the service is responsible(4.25±0.625).The last three are: the room layout is reasonable(3.98±0.778);nurses understand the patient's mood and give comfort(4.11±0.719);in the ward clean,facilities layout appropriate(4.14± 0.701).(3)Hospitalized patients with five dimensions of perceived nursing service quality respectively(-0.37±0.652);(-0.34±0.646);(-0.36±0.590);(-0.32±0.642);(-0.38±0.665).22 item perceived service quality score is negative.The lowest score three: ward rational layout(-0.47±0.936);nurses to understand the patient's mood,and give comfort(-0.44±0.817);the nurse will give personalized care(-0.41±0.815).(4)Inpatients nursing service quality score(-0.354±0.616)points.(5)Patients with the family monthly income(Beta =-0.361,P = 0.029);will be introduced to the other patients in our hospital(Beta =-0.133,P = 0.000);The nursing service quality has significant effect.(6)The dimension of empathy score the lowest(-0.38±0.665),according to services in the field of conflict matrix,it is necessary to use TRIZ theory in the 13-35-01,36-22,10-26-32-25,01-32-10-25,35-10-14 principle to solve the problem.ConclusionPatients perceived nursing service quality and expectations gap;family income,whether to introduce the hospital patients are important factors affecting the quality of nursing service satisfaction.Monthly family income is higher,the lower the score of the quality of nursing service;rather than to other patients in our hospital who scored lower on the quality of nursing service.TRIZ theory is a systematic method to solve the problem,which introduces the method into the domestic nursing field.In order to improve the quality of nursing services,a new idea and method is provided.