基于德尔菲专家咨询法构建放疗加速器设备售后服务质量指标体系的初探研究  

An Index System for After-Sales Service Quality of Radiotherapy Accelerators Based on Delphi Expert Consensus Method:A Preliminary Study

作　　者：郎朗 谭赢 赵鹏 张欢 张靖靖 Lang Lang;Tan Ying;Zhao Peng;Zhang Huan;Zhang Jingjing(Department of Medical Engineering,the Second Affiliated Hospital of Army Medical University,Chongqing 400037,China;Department of neurosurgery,Guizhou Provincial People’s Hospital,Guiyang 550002,Guizhou,China)

机构地区：[1]陆军军医大学第二附属医院医学工程科,重庆400037 [2]贵州省人民医院神经外科,贵阳550002

出　　处：《肿瘤预防与治疗》2020年第10期865-869,共5页Journal of Cancer Control And Treatment

基　　金：国家自然科学基金(编号:81960454)。

摘　　要：目的:基于德尔菲专家咨询法初步探究放疗加速器设备售后服务质量指标体系的建立,为我国医疗设备售后服务质量评价体系的建立提供科学参考。方法:采用德尔菲法(Delphi),于2019年12月至2020年3月在全国范围内选取来自设备检测机构、行业协会、三甲医院医疗设备管理部门等机构相关领域的18位专家,对放疗加速器设备售后服务情况的20个指标进行两轮专家咨询,通过计算专家积极系数、专家权威系数和专家权威程度等对咨询结果进行统计分析,构成指标体系。结果:两轮咨询的专家积极系数分别为E1=100%、E2=94.44%;两轮咨询的专家权威系数Cr1为0.88,Cr2为0.87;两轮咨询的专家意见协调系数W1为0.418,W2为0.429,两轮统计结果显示差异均具有统计学意义(P<0.05)。专家咨询结果中,3个一级指标重要性得分的平均分分别为:产品服务85.35分、维修服务89.41分、客服服务79.14分。结论:基于德尔菲专家咨询法探究放疗加速器设备售后服务质量指标体系的专家积极性高、权威程度和协调性好,科学性和可靠性较好。Objective:To study the establishment of the index system for after-sales service quality of radiotherapy accelerators based on Delphi expert consensus method,and provide scientific experience for the establishment of the system in China.Methods:From December 2019 to March 2020,Delphi expert consensus method was used to select 18 experts from medical equipment management departments in level A tertiary hospitals,medical equipment associations,medical equipment testing institutions and experts in other related fields to conduct a two-round Delphi investigation on 20 indicators of after-sales service of radiotherapy accelerators.Results were obtained by calculating the questionnaire recovery rate(E),the authority coefficient(Cr)and Kendall’s coefficient of concordance(aka Kendall’s W,W),and the results were statistically analyzed to form the index system.Results:The expert efficiency coefficients were 100%(E1)and 94.44%(E2);the expert authority coefficients were 0.88(Cr1)and 0.87(Cr2);the Kendall’s W were 0.418(W1)and 0.429(W2),and the difference was statistically significant(P<0.05).The mean scores of the three primary indicators were85.35(product service),89.41(maintenance service)and 79.14(customer service),respectively.Conclusion:The index system for after-sales service quality of radiotherapy accelerators is scientific and reliable based on high questionnaire recovery rate,authority coefficient and Kendall’s coefficient of concordance calculated by Delphi expert consensus method.

关 键 词：德尔菲专家咨询法 放疗加速器设备 服务质量体系 指标筛选 

分 类 号：R197.39[医药卫生—卫生事业管理] F222[医药卫生—公共卫生与预防医学]