基于SERVQUAL模型的手术追溯系统的设计与应用  

Design and Application of Surgical Traceability Information System Based on SERVQUAL Model

作　　者：王毅豪 袁骏毅 侯旭敏 WANG Yihao;YUAN Junyi;HOU Xumin(Information Center,Shanghai Chest Hospital,Shanghai Jiao Tong University School of Medicine,Shanghai 200030,China;Office of President’s,Shanghai Chest Hospital,Shanghai Jiao Tong University School of Medicine,Shanghai 200030,China)

机构地区：[1]上海市胸科医院/上海交通大学医学院附属胸科医院信息中心,上海200030 [2]上海市胸科医院/上海交通大学医学院附属胸科医院院长办公室,上海200030

出　　处：《中国医疗设备》2023年第10期96-100,125,共6页China Medical Devices

基　　金：上海市徐汇区人工智能医疗院地合作项目(2021-010)。

摘　　要：目的 基于服务质量(Service Quality,SERVQUAL)模型实证分析手术追溯系统的服务质量并提出改进措施。方法 基于患者手术数据的抽取和量化,采用B/S架构建立手术追溯系统。对比系统上线前后医院核心指标的变化情况,并通过手术追溯系统服务质量评估量表和四分图模型对系统的服务质量进行综合分析。结果 系统上线后,手术接台时间、CT定位等待时间和CT定位后等待时间均明显缩短(P<0.05),提升了手术室和外科医生工作效率。大部分手术指标的期望与感知的差距<0,说明使用者对系统期望很高,系统仍有提升改进的空间。结论 手术追溯系统的成功上线有效提升了医院手术的精细化管理水平,大数据赋能下消除了手术信息孤岛现象,为医院管理者提供了决策的基础,助力医院精细化管理高质量发展。Objective To empirically analyze the quality of service for surgical traceability information system based on the service quality(SERVQUAL)model and propose improvement measures.Methods Based on the extraction and quantification of patients’surgical data,B/S architecture was adopted to establish the surgery traceability system.The changes of the core indicators of the hospital before and after the information system launched were compared,and the service quality of the system was comprehensively analyzed by the evaluation scale and the quartile graph model.Results After the launch of the system,the waiting time of operation reception,CT positioning and waiting time after CT positioning were significantly shortened(P<0.05),which improved the working efficiency of operating room and surgeons.The gap between expectation and perception of most surgical indicators was less than 0,indicating that users had high expectations for the information system,and the information system still had room for improvement.Conclusion The successful launch of the surgical traceability information system has effectively improved the fine management level of hospital.Empowered by big data,the phenomenon of surgical information isolation has been eliminated,which provides a basis for hospital managers to make decisions and supports the high-quality development of hospital fine management.

关 键 词：SERVQUAL模型 四分图模型 精细化管理 手术追溯 服务质量 

分 类 号：R197.3[医药卫生—卫生事业管理]