Research On The Constryction Of Evaluation Index System Of Teleconsultation Service Quality

Objective With the rapid development of Internet + medical treatment,more and more hospitals use remote consultation for diagnosis and treatment.Based on the current situation of telemedicine operation and SERVQUAL evaluation theory,this study constructed the evaluation index system of telemedicine service quality,To provide the basis for improving the quality of telemedicine service and screened the key factors to improve the quality of telemedicine service.In order to analyze the key factors to improve the quality of service and provide reference for the relevant departments to make relevant decisions.Method Based on the literature research of traditional medical service quality evaluation theory and tele-consultation theory,and the interviews with 7experts,this paper analyzes the relationship between the traditional medical service quality evaluation theory and tele-consultation theory.The evaluation index system of tele-consultation service quality was established by Delphi method,and 21 experts were selected to carry out three rounds of Delphi inquiry,the recovery rate of which was 90,100 and 100 respectively.On the basis of expert consultation to determine the evaluation index system of remote consultation,the analytic hierarchy process(AHP)is used to establish the analytic hierarchy process(AHP)structure model.And the final establishment of the index system of each index to be weighted to get the weight of all levels of evaluation index value and ranking.Result After the first two rounds of Delphi consultation,this study established a set of SERVQUAL evaluation theory based on the quality of telemedicine service evaluation index system.The first level index is 6,which are tangibility,reliability,responsiveness,assurance,economy and humanization.The secondary indicator is 42.According to the result of the third Delphi index weight consultation,the order of the core service quality evaluation of tele-consultation is reliability > assurance > reactivity >economy > tangibility > humanization,The weights were 0.3077,0.2184,0.1631,0.1259,0.1036 and 0.0893 respectively.And according to the normalized weight analysis of the weight assignment of each secondary indicators.Conclusion and Suggestion In this paper,through the combination of theoretical analysis and practice,through expert consultation and numerical statistics,the index system is established.After analyzing the whole index coordination degree and all levels of coordination degree have significance,it is considered that the index system is more reasonable.It provides the theoretical support for the research of the quality of tele-consultation service,provides the direction for the development and perfection of the quality of tele-consultation service,and provides a reference for the improvement of the quality of tele-consultation service in theory,which has a certain positive significance for its development.