Study On The Construction Of A Sensitive Index System For Evaluating The Service Quality Of County Medical And Health Care Institutions

Purpose:The purpose of this study is to explore and construct a sensitive index system for evaluating the service quality of medical and nursing institutions under the scope of counties in China,to provide a reference basis for developing service quality evaluation tools for medical and nursing institutions in counties,and to provide reference and help for self-correction and self-improvement of service quality for medical and nursing institutions in counties in China.Methods:Based on the "structure-process-outcome" model,we extracted the indexes of service quality evaluation of medical and nursing institutions at home and abroad through the literature analysis method and the policy combing methods.The two rounds of Delpi method were used to construct the index system for evaluating the service quality of county medical and nursing institutions,and the hierarchical analysis method was used to determine the index weights.Finally,the established evaluation index system was validated using questionnaire and qualitative interview methods.Results:(1)Constructing a sensitive index system for evaluating the service quality of county medical and nursing institutionsThrough the literature research results,policy combing results,current situation survey results and two rounds of Delphi method,the final evaluation index system of service quality of county medical and nursing institutions was formed with 4 primary indicators,13 secondary indicators and 46 tertiary indicators.The effective recall rate of the two rounds of correspondence questionnaires in this study was100%,the expert authority coefficients were 0.78 and 0.80,and the Kendall harmony coefficients were0.18 and 0.489.The p-values of the coordination coefficients of the two rounds of Delphi method correspondence results were less than 0.01,and the differences were statistically significant.(2)Evaluation of service quality of county medical and health care institutionsBased on the sensitive index system designed by this study,the service quality of the four county medical and nursing institutions was evaluated,and the results showed that the first and second strongest medical and nursing institutions in the county under the jurisdiction of Kaifeng City had higher scores than the other medical and nursing institutions in terms of structural,process and outcome indicators.The third and fourth ranked institutions are the two earlier institutions in the county under Kaifeng,which are slightly behind in terms of supporting environment and medical and nursing staffing.By mining and analysing the comprehensive evaluation results of the sample of health care institutions,it was found that the service quality evaluation framework and indicators derived from this study based on the expert consultation method are more scientific,and are robust and sensitive to the results of the comprehensive evaluation.Conclusions:(1)Based on the literature research results,policy combing results,current survey results and the2-round Delphi method,the research method of the service quality evaluation index system of county health care institutions is scientific and reliable,and the indexes are comprehensive and highly feasible,which can provide a reference basis for the development of the service quality evaluation tools of county health care institutions and the self-assessment and improvement of the service quality of county health care institutions.(2)On the basis of the study on the evaluation of service quality of county medical and nursing institutions,strategies for strengthening the construction of human resources,coordinating the allocation of medical resources and enhancing policy support and protection are proposed.