| Objectives To construct a service quality evaluation index system for nursing homes,and provide basis for standardizing and improving the service quality of nursing homes and conducting third-party evaluations.Methods 1 Formulate a quality evaluation index system framework: Based on the SPO theoretical model,through field research,researching related policies and literature,to build a preliminary item pool of service quality evaluation index system for nursing homes based on the “structure-process-result” framework.2 Delphi Expert Consultation Method: Select 22 experts to take part in the two rounds of Delphi expert consultations,and ask experts to score the “importance” of each indicator.According to the results of the expert consultation,the evaluation index system for the service quality of nursing homes was determined and the index weights were calculated.3 Empirical investigation: According to the index system,a quality evaluation scale for nursing homes was formed to evaluate the service quality of 16 nursing homes in Hebei Province,and conclusions were reached and suggestions for improvement were proposed.Results 1 Delphi Consulting's expert situation: The effective recovery rates of the two rounds of expert letter enquiries were 91.6% and 100% respectively;the experts' coordination coefficient of all indicators in the two surveys was 0.137 and 0.321 respectively(P<0.05).2 Consultation status of the hospital's service quality evaluation index system: In the first round of consultation,a total of 11 three-level indicators were deleted,3 first-level indicators,4 second-level indicators and 19 third-level indicators were revised,and 1 second-level increase was added.Indicators and 17 three-level indicators change the classification of two secondary indicators.3 The evaluation results of the service quality of 16 hospitals in Hebei Province were highest at 94.40 points and lowest at 61.70 points.Among the 14 secondary assessment items in the service quality assessment index system,2 were unqualified as “psychological care” and “nosocomial infection control”;25 out of the 72 three-level assessment projects were unqualified,and the score rate was below 50%.The project has “sucking sucking” and “sleep care”,among which “pain care” has the lowest score rate,only 31%.Conclusions 1 The Delphi method was used to construct the evaluation index system of the hospital's service quality,which includes three first-level indicators,14 second-level indicators and 72 third-level indicators based on the SPO theory.The experts have good coordination and can perform well.The status quo reflecting the quality of service in nursing homes can be used as a tool for assessing service quality of third-party pension institutions and standardizing the service quality of nursing homes.2 The evaluation results of the service quality of the Hebei Provincial Nursing Home are quite different.The overall level is general,and the hospital infection control and psychological care are weak. |
PDF Full Text Request