Research On The Establishment Of Orthodontic Treatment Service Quality Evaluation System

Objective:The standard for evaluating the quality of orthodontic treatment service is established to guide the clinical orthodontics to provide better medical services for the patients,and to investigate the orthodontic patients through a self-made questionnaire on the quality of orthodontic treatment,and to provide a supplier for hospitals,departments and doctors to improve and improve their clinical work.Methods:1.Through the literature review,we initially set up the alternative evaluation project based on the SERVQUAL model,and further analyzed,selected and sort the evaluation projects through expert consultation and patient personal in-depth interview and so on.Finally,the item was retained to form the standard of quality evaluation of orthodontic treatment service.Through network platform for pre investigation,Excel input data,SPSS17.0 for statistical analysis.The Cronbach’s alpha coefficient and split half reliability were used to examine the internal consistency reliability of the scale and construct validity of factor analysis scale.2.After the completion of the scale,a questionnaire survey was conducted on 200 orthodontic patients in a hospital in Tianjin and two three grade first class hospitals in Department of Stomatology by random sampling.Excel and SPSS17.0 software were used to do descriptive statistical analysis of the survey results.Results:1.The orthodontic treatment service quality evaluation standard compiled by this study includes 6 dimensions and 26 entries.2.A total of 364 questionnaires were collected and 304 were valid.According to the results of the questionnaire,the Cronbach’s α coefficients of each dimension of the questionnaire were above 0.8,the overall Cronbach’s α coefficient of the questionnaire was 0.754,and the reliability of the questionnaire was good.The values of KMO and Bartlett’s ball type test were 0.813,2928.459 and P = 0.000 respectively.The data of the questionnaire were classified into six common factors,and the contribution rate of variance was 15.482%,14.734%,14.575%,9.616%,9.423%and8.687%,which indicated that the validity of the questionnaire was good.3.Questionnaires were collected and 200 questionnaires were collected.All of them were true and effective by screening.According to the results,the patients had the highest evaluation on the service of holidays and the lowest evaluation of the follow-up.The highest score is "tangible" and the lowest score is "responsiveness".The differences in gender,age,permanent residence,cultural and educational level,and income level have no significant difference in the physical,reliability,responsiveness,assurance,empathy,and economy of the questionnaire(P>0.05),which can not be considered to have significant differences in the evaluation of the quality of orthodontic treatment.Conclusions:1.The standard of orthodontic treatment service quality evaluation is reliable and valid,which can guide doctors’ clinical work accordingly.2.According to the questionnaire,the order of dimension score is: tangible,empathy,economy,assurance,reliability and response.The patients were most satisfied with the hospital holiday service and generally low on the doctor’s follow-up.The results suggest that clinicians should strengthen follow-up work after treatment.In dimensional aspect,patients had the highest physical evaluation and the lowest response evaluation.This shows that the external conditions and facilities of the department make the patients more satisfied,but we should shorten the waiting time for patients to see a doctor,shorten the time of waiting in line to pay the registration fee,and provide the patients with convenient registration and reservation methods.