摘要
目的在医院服务质量评价体系基础上,利用综合评价方法对湖南省三甲医院服务质量进行实证研究。方法在湖南省随机抽取三甲医院10所,从结构质量、过程质量和结果质量3个维度评价和比较各所医院的服务质量,分别采用综合评分法、加权TO PSIS法和综合指数法,并比较不同方法的相关性。结果 3种综合评价方法的结果呈正相关,10所医院服务质量由优到劣依次为(编号)E、H、I、G、F、A、D、C、J和B。结论评价指标综合了主观和客观因素,代表性和可靠性良好,科学、合理、准确地对评价对象进行了比较分析。
【Objective】To evaluate the service quality of Level-Three A hospitals in Hunan Province by synthetical evaluation methods on the basis of an evaluative system.【Methods】10 hospitals were sampled randomly and evaluated and compared synthetically for the service quality from 3 dimensions including structure,process and result qualities.Synthetical scored method,weighted TOPSIS method and synthetic index method were used in the assessment.【Results】The 3 synthetical evaluation methods were positively related to each other,and the rank of 10 hospitals was E,H,I,G,F,A,D,C,J and B from superiority to inferiority.【Conclusion】Significantly representative and reliable,the evaluative system integrated indices of subjectivity and objectivity,and provided a scientific,rational and appropriate comparison and ranking among the hospitals.
出处
《中国现代医学杂志》
CAS
CSCD
北大核心
2012年第8期98-101,共4页
China Journal of Modern Medicine
基金
湖南省自然科学基金(No:08JJ3072)
关键词
医院服务质量评价
综合评分法
加权TOPSIS法
综合指数法
evaluation for service quality performance of hospitals
synthetic scored method
weighted TOPSIS method
synthetic index method
