综合评价方法在湖南省三甲医院服务质量评价中的应用  

Application of synthetical evaluation methods to service quality of Level-Three A hospitals in Hunan province

作　　者：伍志刚[1] 沈敏学[2] 孙振球[2] 许林勇[2] 

机构地区：[1]中南大学湘雅二医院,湖南长沙410011 [2]中南大学公共卫生学院,湖南长沙410078

出　　处：《中国现代医学杂志》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)

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.

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 

分 类 号：R197.3[医药卫生—卫生事业管理] R195.1[医药卫生—公共卫生与预防医学]