互联网医院患者感知服务质量评价研究  

Study on the evaluation of patient perceived service quality in internet hospitals

作　　者：鲍玉荣[1] 鲍颖慧 马昊 李璐[1] 娄月 姜琳琳[2] Bao Yurong;Bao Yinghui;Ma Hao;Li Lu;Lou Yue;Jiang Linlin(Department of Quality Management,Second Medical Center of Chinese PLA General Hospital,Beijing 100853,China;Graduate School of Chinese PLA General Hospital,Beijing 100853,China)

机构地区：[1]解放军总医院第二医学中心质量管理科,北京100853 [2]解放军总医院研究生院,北京100853

出　　处：《中华医院管理杂志》2024年第10期793-798,共6页Chinese Journal of Hospital Administration

基　　金：国家社会科学基金(22BGL315);解放军总医院第二医学中心专项科研基金(ZXBJ2006)。

摘　　要：目的通过对样本互联网医院就诊患者感知服务质量进行问卷调查,了解该互联网医院服务质量状况,提出针对性的改进建议。方法采用随机整群抽样方法,运用自行设计的互联网医院感知服务质量调查问卷,对北京市某互联网医院2022年9月15日至10月30日就诊的全部653例患者进行网络问卷调查,回收有效问卷450份。问卷内容包括环境质量、交互质量、结果质量3大类23个问题,同时对人口学特征和患慢性病状况进行调查。运用克朗巴哈系数、肯德尔协调系数、Bollen-Stine模型进行问卷信效度分析,运用Spearman相关系数、Wilcoxon秩和检验进行质量评价结果的相关和对比分析,运用期望-感知差距分析、重要性-绩效表现分析法对质量管理问题和改进优先程度进行分析。结果问卷的克朗巴哈系数为0.97,肯德尔协调系数为0.36,结构方程模型Bollen-Stine分析基本满足一致性要求。满分7分的情况下,患者对该互联网医院服务质量的总体感知得分为5.22分,期望得分为5.41分,差值为-0.19分。23个指标中,感知得分超过期望得分的指标6个,低于期望得分的17个。患者对该互联网医院的满意度评分5.29分,服务质量感知得分与满意度评分相关性显著。期望-感知差距分析和重要性-绩效表现分析结果表明,紧急情况处理、风险告知、隐私保护、线上线下紧密结合等可作为该互联网医院服务质量改进的重点。结论该互联网医院服务质量调查问卷具有较好的科学性和适用性,可为今后的相关研究提供工具或参考。互联网医院建设和运营时需要重点考虑适老化需求,并通过加强医疗安全和信息安全管理、统筹线上线下医疗资源、提升出诊医师数量和水平来改进互联网医院服务质量和满意度。ObjectiveTo assess the validity and applicability of the questionnaires through the survey of patient-perceived service quality at the sample Internet hospital,gain the information of service quality of the Internet hospital and put forward suggestions for its improvement.MethodsRandom cluster sampling method was used to conduct an online questionnaire survey on the perceived service quality of an Internet hospital in Beijing from September 15 to October 30,2022.Altogether 450 valid questionnaires were collected.The questionnaire included 23 questions in 3 categories:environment quality,interaction quality and outcome quality;and it also investigated the patient's demographic characteristics and chronic disease status.Cronbach's alpha,Kendall's W,and Bollen-Stine models were employed to analyze the reliability and validity of the questionnaire,Spearman correlation coefficient and Wilcoxon test were used to analyze the correlation and comparison of quality results,and expectation-performance gap and importance performance analysis methods were applied to analyze quality management issues and improvement priorities.ResultsThe Cronbach's alpha of the questionnaire was 0.97,Kendall's W was 0.36.The Bollen-Stine analysis showed that all the evaluation indicators met the consistency requirements.Taken 7 as the highest score,the overall perception score of the service quality of the Internet hospital was 5.22,the expected score was 5.41,and the difference was-0.19.Among the 23 indicators,6 indicators had perceived scores exceeding the expected score,and 17 indicators had perceived scores below the expected score.The patient's satisfaction score of the Internet hospital was 5.29,which was significantly correlated with the perceived score of service quality.The results of expectation-performance gap analysis and importance performance analysis suggested that emergency handling,risk notification,privacy protection,online and offline close combination,etc.should be the focus in the improvement of the Internet hospital's ser

关 键 词：医疗质量 评价 互联网医院 问卷调查 期望-感知差距 

分 类 号：R47[医药卫生—护理学]