摘要
目的:从患者体验的视角,通过文献检索和专家论证,探索构建互联网医疗服务的满意度测评指标体系,推进公立医院高质量发展和老年友善化建设。方法:运用层次分析法,推演指标体系并赋予权重,以现有的满意度综合评价体系为基础,建立互联网医院满意度评价体系。结果:13位满意度测评领域的专家通过评分和论证,8个一级指标、相对应的38个二级指标,经过分析得出权重系数,并通过一致性检验。结论:互联网医疗服务的满意度测评指标体系具有较好的信效度,可助力形成互联网医院诊疗活动常态化管理、体验式监督、持续性优化的工作机制。
Objective:From the perspective of patient experience,the construction of internet hospital patient satisfaction index system for internet medical services is explored through literature search and expert argumentation,in order to promote the high-quality development and senior-friendly construction of internet hospitals.Methods:Hierarchical analysis is applied to deduce the index system and assign weights to establish the internet hospital patient satisfaction index system based on the existing comprehensive satisfaction evaluation system.Results:It explored 13 experts in the field of satisfaction measurement were scored and validated,and 8 primary indicators and the corresponding 38 secondary indicators to derive the weight coefficients.All the indexes passed the consistency test.Conclusion:The satisfaction measurement index system of internet medical services has good reliability and validity,which can help form a working mechanism of normal management,experiential supervision and continuous optimization of internet hospital treatment activities.
作者
邵志民
李瑾
胡亚琼
达罗
万曜
张庆洋
SHAO Zhi-min;LI Jin;HU Ya-qiong(Huadong Hospital Affiliated to Fudan University,Shanghai,200040,China;不详)
出处
《中国卫生经济》
北大核心
2022年第4期74-77,共4页
Chinese Health Economics
基金
2020年度上海申康医院发展中心管理研究项目(2020SKMR-16)
2021年度上海市卫生健康委员会卫生健康政策研究课题项目(2021HP52)。
关键词
互联网医院
满意度
指标
患者体验体系评价
internet hospital
satisfaction
index
patient experience system evaluation
作者简介
邵志民(1967-),男,硕士学位,研究员,硕士生导师,研究方向:医院管理,E-mail:hdfclshao@163.com;通信作者:胡亚琼, E-mail:hyqkelvinne@126.com。
