公立医院窗口服务质量评价指标体系构建与实证研究  

Evaluation index system construction and empirical research on the quality of window services in public hospitals

作　　者：金建芳[1] 安妮 周肖燕[1] 刘彤彤 陈美林 JIN Jianfang;AN Ni;ZHOU Xiaoyan;LIU Tongtong;CHEN Meilin(The Second Affiliated Hospital of Soochow University,Suzhou,Jiangsu Province,215004,PRC)

机构地区：[1]苏州大学附属第二医院,江苏省苏州市215004 [2]无锡市第九人民医院,江苏省无锡市214000 [3]东南大学附属中大医院,江苏省南京市210009

出　　处：《中国医院》2024年第3期23-25,共3页Chinese Hospitals

基　　金：国家自然科学基金(72274081);江苏省医院管理协会医院管理创新研究立项课题(JSYGY-3-2023-484);无锡市哲学社会科学课题(WXSK22-C-73)。

摘　　要：目的:构建公立医院窗口服务质量评价指标体系并进行实证研究,为更好地评价公立医院窗口服务质量提供依据。方法:通过访谈法和文献研究法,梳理国家、省、市、区(县)级等相关政策文件,运用Nvivo12.0软件初步构建医院窗口服务质量指标体系。采用德尔菲专家咨询法确定评价指标,评价指标权重利用层次分析法以及变异系数法进行计算,设计评分问卷;选取江苏省某公立医院9个窗口进行实证研究,从而完善该评价指标体系。结果:最终确定指标体系包含3项一级指标、10项二级指标和37项三级指标,并与窗口管理部门进行求证,掌握各窗口日常工作运行情况,与问卷调查结果基本相符。结论:构建的窗口服务质量评价指标体系专家意见协调性较好,评价指标及评估结果可信度较高;通过实证研究证实所建立的评价指标体系具有实践性,可靠性强。Objective:To construct an evaluation index system for the quality of window services in public hospitals and conduct empirical research,providing a basis for better assessing the quality of window services in public hospitals.Methods:Through interview and literature review methods,relevant national,provincial,municipal,and district(county)level policy documents were reviewed.The Nvivo 12.0 software was used to preliminarily construct the index system for hospital window service quality.The Delphi expert consultation method was employed to determine evaluation indicators.The weights of evaluation indicators were calculated using the Analytic Hierarchy Process and coefficient of variation method.A scoring questionnaire was designed.Empirical research was conducted on 9 windows of a public hospital in Jiangsu Province to refine the evaluation index system.Results:The final index system includes 3 primary indicators,10 secondary indicators,and 37 tertiary indicators.It was validated with the window management department,obtaining information on the daily operation of each window,which was consistent with the questionnaire survey results.Conclusion:The constructed evaluation index system for window service quality has good expert opinion coordination,high credibility of evaluation indicators,and assessment results.The empirical study confirms the practicality and strong reliability of the established evaluation index system.

关 键 词：公立医院 窗口服务 服务质量 评价指标体系 实证研究 

分 类 号：R197.3[医药卫生—卫生事业管理]