医院集团医疗服务质量同质化评价指标体系构建

目的 构建医疗服务质量同质化评价指标体系，用于评价医院集团医疗质量同质化管理水平。方法 参考SERVQUAL模型确定体系维度，结合文献和相关政策拟定初始指标，邀请6个省市11家三甲综合医院20名专家进行两轮咨询筛选指标，利用层次分析法赋予指标权重。结果 最终构建包含6个维度、25个指标的医院集团医疗服务质量同质化评价指标体系。两轮专家咨询的咨询表回收率均为100%,专家权威系数分别为0.897和0.909,肯德尔协调系数分别为0.396和0.402。指标权重CR均<0.1,判断矩阵具有良好一致性。结论 指标体系具有一定科学性和可靠性，且立足医联体服务特征，关注患者就医体验，体现医联体内医疗服务同质化要求，可以促进我国医院集团医疗质量同质化水平不断提升。

Establishment of Evaluation Index System of Medical Service Quality Homogeneity in Hospital Group

ObjectiveTo establish an evaluation index system for medical service quality to evaluate the management level of medical quality homogeneity within the hospital group. MethodsThe dimensions of the system were determined with reference to the SERVQUAL model, and the initial indicators were formulated based on the literature and related policies. 20 experts from 11 tertiary general hospitals in 6 provinces and cities were invited to conduct two rounds of expert consultation to screen the indicators, and the weights of the indicators were assigned by analytic hierarchy process. ResultsFinally, a homogenization evaluation index system of medical service quality within the hospital group was constructed, including 6 dimensions and 25 indicators. The recovery rates of the two rounds of expert consultation were 100%, the expert authority coefficients were 0.897 and 0.909, and the Kendall coordination coefficients were 0.396 and 0.402, respectively. The index weights CR were less than 0.1, the judgment matrix had good consistency. Conclusion The index system was scientific and reliable, which based on the service characteristics of the medical commonwealth, paid attention to patients' medical experience, reflected the requirements of the medical service homogenization in the medical commonwealth, and could promote the continuous improvement of the medical quality homogenization level in the Chinese hospital group.