Research On Hospital Information Service Quality Evaluation And Improvement Strategy

[Purpose]Firstly,combating hospital information service indicators,constructing i nformation service evaluation index system of the third-grade class-A hospital;Second ly,designing the Service quality evaluation questionnaire based on the information s ervice indicators to determine the patient's information services for pediatrics Expect ation-perceived differences,understanding the problems in pediatric informatization se rvices;Thirdly,based on the two-dimensional quality model of KANO to classify the attributes of various informatization services,to identify patient core information se rvices;Finally,combining improved KANO with The IPA comprehensive model deter mines the priority of the information service element,and proposes to improve the pediatric information service proposal according to the results,so as to improve the overall service quality of the hospital,increase patient satisfaction,and improve th e overall competitiveness of the hospital.[Methods] Literature analysis method: extensive access to information services o r hospital information services related literature,combined with the characteristics of information services in the third-grade class-A hospital,integrated and combined ho spital information services projects.In-depth interview method: Randomly selected 4department heads of pediatrics,10 general pediatric medical staff and 10 patients in a third-grade class-A hospital in Wuhan for in-depth interviews,proposing indicators with insufficient representation,poor operability and need to be added.Delphi expert consultation method: a total of 15 experts who served in the health information dep artment of a third-grade class-A hospital in Wuhan,the director of the hospital's pe diatric department,and professor s of health information management in a “double-class” university in Wuhan,and finally established the hospital information service index evaluation system.Questionnaire method: designing the hospitalized children's i nformation service perception-expectation difference questionnaire to understand the a ctual situation of pediatric patients' service expectations and pediatric information ser vices provided by the public third-grade class-A hospitals,and compare the differences;The KANO questionnaire was designed to classify the patient demand attributes of the pediatric information service indicators of the public third-grade class-A hospita ls,and to clarify the patient's core information service needs.[Results] Firstly,through literature review and related personnel interviews,the i ndex system of information system for the third-grade class-A hospitals with three fi rst-level indicators,seven second-level indicators and 24 third-level indicators was co nstructed.Through two rounds of Delphi expert consultation,two three-level indicato rs of C-14 surgical outdoor electronic screen broadcast progress,C-24 discharge fol low-up(telephone,door-to-door)were deleted,and the third-grade class-A hospital information service evaluation index system was finally built.Secondly,according to t he information service index system,the design of the questionnaire for the service quality satisfaction of hospital pediatric patients was completed.The Cronbach's Alp ha coefficient of the questionnaire was above 0.7,the KMO value of the questionna ire factor analysis was 0.832,and the Bartlett spherical test had a low probability.At 0.05,the questionnaire has good reliability and validity.Thirdly,The sensation(sati sfaction)scores of pediatric patients and their families for hospital information servi ces were 82.74 ? 15.73,and the total score(total)of information services was 88.25? 12.30.Fourthly,A paired sample t test was conducted on the expected and perceive d scores of pediatric patients and their families.The results showed that C1 doctors issued an electronic admission card,C5 issued an electronic examination/inspection application form,C16 IPAD mobile rounds and issued corresponding medical orders,C17 PDA bedside vital sign collection and the C18 WeChat public online Q & A,the difference between the perceived value and the expected value score of the five information services is not statistically significant(P<0.05).Finally,The one-way an alysis of variance of pediatric informatization service quality scores was based on th e basic survey information items of pediatric patients.The results showed that the a ge of the children and the monthly average income of the family had a P value of<0.05,which was statistically significant.[Conclusions] Firstly,The overall perceived satisfaction of pediatric patients and their families to hospital pediatric informatization services is less than perceived imp ortance.The information services provided by hospitals do not meet the expectations of patients and their families as a whole;the age of children and the monthly ave rage income of families are affecting factors of pediatric information service quality score.Secondly,Of the 22 pediatric information service indicators,18 were included in the KANO questionnaire.Four of the results were classified as “glamour deman d”,7 were attributed to “expected demand”,and the remaining 7 were “no diff erence demand” services.Thirdly,The hospital provides self-service admission for C2 mobile phones,self-service machines,etc.and C23 online review tips(WeChat,SM S).The two services can maximize the satisfaction of pediatric patients and their fa milies and reduce dissatisfaction.Fourthly,Practice has proved that the KANO-IPA co mprehensive service quality optimization method can be successfully applied to hosp ital information service quality evaluation.Finally,the optimization and improveme nt order of 11 hospital information services can be obtained: C23?C19?C21?C2?C18?C20? C7?C13?C6?C11?C17.