摘要
目的初步构建基于患者体验的医疗服务质量关键指标体系。方法通过检索国内外相关文献,构建指标体系框架和专家咨询表并进行2轮专家咨询,确定了基于患者体验的医疗服务质量关键指标体系。结果构建基于患者体验的医疗服务质量关键指标体系,一级指标有有形性、可靠性、反应性、保证性、关怀性和连续性6个,二级指标28个,三级指标83个。结论基于患者体验的医疗服务质量关键指标体系具有很强的实用性,为患者体验量表开发奠定基础。研究结果对于改进我国医疗服务质量评价手段和策略具有重要意义。
Objective To establish key indicators based on medical services quality of patients＇ experience. Methods By retrieving the relevant domestic and foreign literature, the suggestions to evaluate these indexes from two rounds of ex- pert consultation index weights were calculated to determine the evaluation index system. Results The key indicators sys- tem on medical services quality of patients＇ experience was developed. The first indicator has the features of tangibility, reliability, responsiveness, assurance, care and continuity. There were 28 indicators in the second indicator and about 83 in the third. Conclusion The key indicator system on medical services quality of patients＇ experience has good content validity and depth. Research result has important meaning in the improvement of quality appraisal and countermeasures of medical serice in China.
出处
《中国医院管理》
2013年第6期54-56,共3页
Chinese Hospital Management
关键词
德尔菲法
患者体验
关键指标体系
医疗服务质量
Delphi Method, patient experience, key indicators system, medical services quality
