卫生部临床检验中心开展临床实验室室间质量评价活动满意度的调查

目的 旨在调查实验室对卫生部临床检验中心(national center of clinical laboratory,NCCL)开展室间质量评价(external quality assessment,EQA)活动的满意度,并尝试建立室间质评活动满意度综合评价模型。方法 向参加2012年卫生部临床检验中心EQA活动的实验室发放网络或纸质调查表,调查参加实验室对室间质评活动的满意度。用SPSS 13.0和EXCEL统计EQA期间参加实验室对卫生部临床检验中心各部门在三个方面的满意度,统计各评价要素的满意百分率,并统计52个计划在6个方面每个方面的满意率的中位数、均值及百分位数P_2.5,P₂₅,P₇₅和P_97.5,用主成分分析法及因子分析法建立常规生化室间质评活动满意度综合评价模型。结果 对各科室的工作质量评价满意率为84.4%～96.8%,个别部门的满意率较低。室间质评室具体质量评价工作统计中“室间质评周期”、“室间质评申请表及统计结果”和“质控品邮寄方式”的满意率分别为91.80%,92.40%和87.40%。临床实验室对52个室间质评计划项目的满意率较高,各项目关于“质控品质量”的满意率范围是79.10%～97.10%,“靶值确定方法的合理性”的满意率范围是81.00%～98.40%,“报表反馈的及时性”的满意率范围是83.5%～98.40%,“报表所含的信息量”的满意率范围是84.00%～98.20%,“质评统计分组方法”的满意率范围是81.40%～98.9%,“质评结果评价标准”的满意率范围是84.80%～98.2%。最后建立的常规生化室间质评满意度综合评价模型是:Y=0.178X₁+0.258X₂+0.321X₃+0.244X₄+0.152X₅+0.157X₆。结论 实验室对室间质评活动的满意率较高,实验室的很多建设性建议和意见得到落实,帮助改进服务质量。应该定期开展室间质评顾客满意度调查,收集实验室的观点,发现待改进方面并采取相应纠正措施,不断完善室间质评活动。

Customer Satisfaction with External Quality Assessment Activity Organized by National Center of Clinical Laboratory

Objective To investigate customer satisfactionwith external quality assessment(EQA)activity organized by National Center ofClinical Laboratory(NCCL)and try to establish a corresponding comprehensive evaluation model of customer satisfaction.Methods On-lineor paper questionnaires were sent to participant laboratories for information on satisfaction with EQA activity.Laboratorie's satisfaction percentages with each division of NCCL in tree aspects during EQA period were calculated with SPSS13.0 and Microsoft Excel 2007, and the mean,median and percentile of P_2.5,P₂₅,P₇₅and P_97.5 of 6 evaluation aspects for 52 EQA programs were also analyzed.Principal components analysis were used to establisha comprehensive evaluation model of customer satisfaction with EQA for routinechemistry.Results Satisfaction percentages with each department of NCCL were 84.4%～96.8%.Evaluation specific to division of EQA showed percentages of 91.80%,92.40% and 87.40% in “EQA period”, “EQA application and results analysis” and “Type of post method for EQA control” respectively.Satisfaction percentage with 52 EQA programs were:“EQA control quality” 79.10%～97.10%,“Appropriateness of target value setting method” 81.00%～98.40%,“Timeliness of feedback of report form” 83.5%～98.40%,“Information volume of report form”84.00%～98.20%,“Grouping method of EQA result analysis” 81.40%～98.9%,“Evaluation criteria of EQA performance” 84.80%～98.2%. The final evaluationmodel of customer satisfaction with EQA for routine chemistry was Y=0.178X₁+0.258X₂+0.321X₃+0.244X₄+0.152X₅+0.157X₆.Conclusion Laboratories had high satisfaction percentage with external qualityassessment(EQA)activity and many meaningful advises were performed to improvethe quality of service.Regular customer satisfaction investigation should conducted for the views and advises of laboratories to identify aspects to be improved and constantly improve the quality of EQA service.