社区卫生服务利用者满意度评价指标体系的构建研究

目的建立社区卫生服务利用者满意度评价指标体系。方法采用文献研究和专家咨询研讨的方法初步构建社区卫生服务利用者满意度评价指标体系,选取来自全国的17名专家对指标体系进行二轮德尔菲专家咨询,根据咨询结果确定指标体系并确定每个指标的权重系数。结果 17名专家中,男8名,女9名;平均年龄(48.1±10.4)岁;平均工作年限(21.2±8.4)年。两轮专家咨询的积极系数分别为85%和100%。专家权威程度系数(Cr)为0.9412。两轮专家咨询的协调系数分别为0.203、0.396,均有统计学意义(P<0.05),结果可取,第二轮优于第一轮。最终确定了由6个一级指标、18个二级指标、29个三级指标组成的社区卫生服务利用者满意度评价指标体系,并分别确定了其权重。结论该指标体系较全面、可信,为具体评价社区卫生服务利用者的满意度提供了理论依据。

Estabilshment of Satisfaction Evaluation Index System for Community Health Services

Objective To establish a satisfaction index system in community health services for clients. Methods A primary customer satisfaction index system was established through literature search and charrette.Then,a two-round Delphi consultation was conducted to assess suitable indicators and formulate their weighting factor. Results Among 17 experts selected nationally for this consultation,8 was male and 9 was female;their average age was(48.1±10.4) years,and the average time of service was(21.2±8.4) years.The experts′ active coefficients of the two-round consultation were 85% and 100% respectively.The coefficient of experts′authorities was 0.9412.And the Kedall′s coefficients were 0.203 and 0.396(P<0.05).The results of the two rounds were valuable,with the second being better than the first.The index system was finally established with 6 first-class indicators,18 second-class indicators and 29 third-class indicators,and all the indicators were given their weighting factors. Conclusion This index system was comprehensive and believable,which provides the theoretical basis to assess the customer′s satisfaction in community health services.