互联网医院评价体系与政策建议  

Internet hospital evaluation system and policy recommendations

作　　者：吴烨 周典[2] 田帝 周苑 杜明超 姚辰欢 王怡凡 汪恒 杨琰 接纯纯 WU Ye;ZHOU Dian;TIAN Di;ZHOU Yuan;DU Mingchao;YAO Chenhuan;WANG Yifan;WANG Heng;YANG Yan;JIE Chunchun(The First Affiliated Hospital of Anhui Medical University,Hefei,Anhui Province,230022,PRC;不详)

机构地区：[1]安徽医科大学第一附属医院,安徽省合肥市230022 [2]安徽医科大学第二附属医院,安徽省合肥市230601 [3]安徽医科大学卫生管理学院,安徽省合肥市230032

出　　处：《中国医院》2022年第1期13-16,共4页Chinese Hospitals

基　　金：安徽省社会科学创新发展研究课题(2020CX107);安徽省创新环境建设专项项目(202006f01050066);安徽省卫生健康软科学研究项目(2020WRO2011);安徽省高等学校人文社会科学研究项目(SK2019A0169);安徽省健康发展战略研究中心资政项目(2021szk019)。

摘　　要：目的:各种模式的互联网医院近年来增长迅速,推动其发展已成为提升医疗服务质量的大方向和必然趋势。方法:应用SERVQUAL模型、四分图模型等模型方法分析互联网医院的影响因素,探究提升互联网医院服务质量的途径。结果:本研究构建了6个维度,26条二级评价指标的评价指标体系;进行重要度-满意度矩阵分析,被调查者对互联网医院服务质量的期望与实际感知的差距值皆小于0(服务质量较差),差值分布在-2.176~-0.147。四分图模型绘制结果中A4、B1、B3、B4、B5、B7、D1、D3、E3、F1位于A区(优势区),B2、B6、C1、C4、F2位于B区(修补区),A1、A2、A3、C3、E2、F3位于C区(机会区),C2、D2、D4、E1、E4位于D区(维持区)。结论:构建的互联网医院评价指标体系对医院工作提出了明确要求和标准,具有良好的操作性,可为互联网医院的持续改进与服务质量的优化提供依据。Objective:Internet hospitals of various models have grown rapidly in recent years,and promoting their development has become the general direction and inevitable trend of improving the quality of medical services.Methods:Apply SERVQUAL model,quadrant graph model and other model methods to analyze the influencing factors of Internet hospitals,and explore ways to improve the service quality of Internet hospitals.Results:This study constructed an evaluation index system with 6 dimensions and 26 secondary evaluation indicators.The importance-satisfaction matrix analysis showed that the difference between the respondents’expectations and actual perceptions of Internet hospital service quality was less than 0(The service quality is poor),and the difference is between-2.176 and-0.147.In the drawing results of the quadrant graph model,A4,B1,B3,B4,B5,B7,D1,D3,E3,F1 are located in area A(dominant area),and B2,B6,C1,C4,and F2 are located in area B(repair area),A1,A2,A3,C3,E2,F3 are located in the C area(opportunity area),C2,D2,D4,E1,E4 are located in the D area(maintenance area).Conclusion:The constructed Internet hospital evaluation index system puts forward clear requirements and standards for hospital work,has good operability,and can provide a basis for the continuous improvement of Internet hospitals and the optimization of service quality.

关 键 词：互联网医院 SERVQUAL模型 四分图法 医院信息化 

分 类 号：R197[医药卫生—卫生事业管理]