摘要
目的:构建科学、规范、完整、适用的门诊全面质量管理评价指标体系,为后疫情时代三级公立医院门诊质量管理提供依据。方法:通过文献研究、实地调研、半结构化访谈,并结合质量功能展开模型逐层展开患者需求,匹配质量要素,构建初始指标体系,应用德尔菲法对20名专家进行两轮函询,得到最终评价指标体系。结果:两轮函询问卷有效率均为100%,专家积极系数为1,熟悉程度系数为0.950,判断依据系数为0.860,权威系数为0.905。最终构建后疫情时代三级公立医院门诊全面质量管理评价指标体系包括一级指标6项,二级指标20项,三级指标133项。结论:结合质量功能展开,运用多方法构建的后疫情时代三级公立医院门诊全面质量管理评价指标体系科学、可靠、完整。
Objective: To establish a scientific, standardized, integrated and applicable total quality management evaluation index system for outpatient service, and provide a basis for novel outpatient quality management in Grade Ⅲ public hospitals in the post-pandemic era. Methods: Based on literature reviews, field surveys, and semi-structured interviews, patients’ needs were unfolded layer by layer in combination with a quality function deployment model. Quality elements were matched, the initial index system was constructed, and the final evaluation index system was obtained by two rounds of letter consultation with 20 experts using the Delphi method. Results: The effective rate of the two rounds of the correspondence questionnaire was 100%, the positive coefficient of experts was 1, the coefficient of familiarity was 0.950, the coefficient of judgment basis was 0.860, and the coefficient of authority was 0.905. Finally, the evaluation index system for total quality management of outpatient service in Grade Ⅲ public hospitals in the post-pandemic era was constructed, including 6 first-level indicators, 20 second-level indicators, and 133 third-level indicators. Conclusion: Based on the quality function deployment, the construction using multiple methods of total quality management evaluation index system for Grade Ⅲ public hospitals outpatient service in the post-pandemic era is scientific, reliable, and integrated, which can provide new ideas for outpatient management in the new situation.
作者
李东梅
高海东
赵延丽
冯璇
韩磊祥
LI Dongmei;GAO Haidong;ZHAO Yanli;FENG Xuan;HAN Leixiang(Qilu Hospital of Shandong University(Qingdao),Qingdao,Shandong Province,266035,PRC)
出处
《中国医院》
北大核心
2023年第2期87-90,共4页
Chinese Hospitals
基金
山东省重点研发计划(2019GSF108049)。
关键词
后疫情时代
门诊质量管理
指标体系
质量功能展开
post-pandemic era
outpatient quality management
index system
quality function deployment
