摘要
目前全国正实施改善就医感受、提升患者体验主题活动,针对医院微信公众平台的服务质量,本研究以SERVQUAL模型为理论依据,通过两轮专家函询,建立了公立医院微信公众平台服务质量评价指标体系,包含5个一级指标、15个二级指标、28个三级指标。通过专家积极程度、权威程度、协调程度、信度校验及一致性校验分析,说明构建的评价体系具有合理性和科学性。该评价指标体系不仅丰富了公立医院微信公众平台服务质量的相关研究,也具备一定的操作性,可切实提升患者的就医满意度。此外,研究建议加强重视用户体验的反馈意见,提出优化指标体系的建议,包括建立畅通的用户反馈渠道、提升客服答疑服务水平、打造专业的平台运营团队等。后期将继续完善评价指标体系并修正校验,建立一套全面、客观、可行的公立医院微信公众平台服务评价工具。
Against the backdrop of nationwide initiatives to enhance healthcare experience and patient satisfaction,this study developed a service quality evaluation index system for the public hospital WeChat official account platforms using the SERVQUAL model as the theoretical framework.Through two rounds of Delphi expert consultations,a three-level index system was established,comprising 5 primary dimensions,15 secondary categories,and 28 tertiary indicators.Analyses of expert participation rate,authority coefficient,coordination coefficient,reliability,and consistency demonstrated the rationality and scientific validity of the developed system.This evaluation index system not only enriches the relevant research on the service quality of public hospital WeChat platforms,but also offers practical applicability to effectively improve patients’satisfaction.In addition,the study emphasizes the importance of user experience feedback and proposes optimization strategies,including establishing smooth patient feedback channels,enhancing customer service responsiveness,and cultivating professional platform operation teams.Future iterations will focus on refining the index system through further validation and calibration to create a comprehensive,objective,and feasible evaluation tool for public hospital WeChat platforms..
作者
孔颖文
蔡琦麟
KONG Yingwen;CAI Qilin(Guangzhou First People’s Hospital,Guangzhou 510180,China)
出处
《现代医院》
2025年第5期722-725,共4页
Modern Hospitals
关键词
公立医院
微信公众平台
服务质量
评价指标体系
Public hospitals
WeChat official account platform
Quality of service
Evaluation index system
