摘要
目的构建医院卓越服务评价指标体系,为各级医院开展卓越服务评价提供参考。方法基于文献分析法、专家小组讨论法初步拟定医院卓越服务评价指标体系框架,再进行两轮德尔菲专家函询,并应用层次分析法计算各个指标权重。结果构建的医院卓越服务评价指标体系包含4项一级指标、29项二级指标和90项三级指标。两轮专家函询问卷回收率均为100%。专家权威系数均为0.87,专家咨询各级指标肯德尔和谐系数在0.052~0.314之间。结论该医院卓越服务评价指标构建过程科学、规范,指标内容全面、合理,专家咨询意见趋于一致,可信度高,可作为医院卓越服务的评价工具。
Objective To construct a hospital excellence service evaluation index system,to provide reference for hospitals at all levels to carry out excellence service evaluation.Methods The construction of hospital excellence service evaluation index system was initially formulated based on literature analysis and Expert Panel Discussion Methodology.Two rounds of expert consultation were conducted by Delphi method,and the weights of each index were calculated by using hierarchical analysis method.Results The constructed index system of hospital service excellence evaluation included 4 primary indicators,29 secondary indicators and 90 tertiary indicators.The recall rate of questionnaires for both rounds of expert consultation was 100%.The authority coefficients of experts were all 0.87,and the Kendall harmony coefficients of indicators at all levels of expert consultation ranged from 0.052 to 0.314.Conclusion The process of constructing hospital service excellence evaluation indexes is scientific and stan-dardized,the content of the indexes is comprehensive and reasonable,and the expert consultation opinions tend to be consistent and credible,so it can be used as an evaluation tool for hospital excellence service.
作者
李金花
祝益民
朱丽辉
李旭英
LI Jinhua;ZHU Yimin;ZHU Lihui;LI Xuying(Hunan Cancer Hospital,Changsha,410013,China;不详)
出处
《中国社会医学杂志》
2025年第2期237-241,共5页
Chinese Journal of Social Medicine
基金
湖南省科学技术厅创新型省份建设专项科普专题项目(2022ZK4156)。
关键词
医院
卓越服务
德尔菲法
层次分析法
指标体系
Hospital
Excellent service
Delphi method
Analytic hierarchy method
Index system
