家庭医生工作室服务质量评价指标体系的构建研究

摘要

Objective To explore the service quality evaluation index system appropriate for family doctor studio.Methods We used literature research method and Delphi method to select proper service quality evaluation indexes for family doctor studio.The significance and operability of selected indexes were evaluated .Results A total of 33 experts participated in two rounds of consultation and discussion , with a positive degree of 100.0% and an authority coefficient of 0.88.A set of service quality evaluation indexes for family doctor studio was selected , including 5 first -level indexes ( the amount of signed contract , the volume of outpatient service , service effectiveness , the knowing and using of service and satisfaction degree), 32 second -level indexes and 15 core second -level indexes.Gonclusion A service quality evaluation index system appropriate for family doctor studio was preliminarily developed in this study .%目的：构建适宜的家庭医生工作室服务质量评价指标体系。方法运用文献研究法、专家咨询法，筛选家庭医生工作室服务质量评价指标，并进行指标重要性和可操作性评分。结果33名专家均参加了先后两轮的咨询与座谈，积极程度为100.0％；权威程度系数为0.88。建立了家庭医生工作室服务质量评价指标体系，包括一级指标5项（签约量、门诊服务量、服务效果、服务知晓利用、满意度），二级指标32项；核心二级指标15项。结论本研究初步构建出了家庭医生工作室服务质量评价指标体系。