大型综合性公立医院病人满意度测评信息系统指标体系的研究

Study on Index System of Patient Satisfaction Evaluation Information System of Large General Public Hospitals

构建合理的病人满意度测评指标体系、形成病人满意度测评信息系统,对大型综合性公立医院更好地发挥其区域医疗中心作用具有重要的意义。本文基于北京某三甲医院病人满意度测评信息系统开发过程,介绍了病人满意度测评信息系统的系统设计和系统模块结构,阐述了在大型综合性公立医院病人满意度测评信息系统开发过程中所进行的测评指标体系的研究:对测评指标进行分层次的因子分析、效度和信度分析,确立各级测量指标;通过灰色关联分析方法,求得各因素最合理的权重系数;采用多层次模糊综合评判方法,进行了病人满意度的综合评判。

Constructing a reasonable index system and an information system of patient satisfaction evaluation, has important significance for the large general public hospitals to play their roles better as regional medical centers. This paper, based on the patient satisfaction evaluation information system development process of a certain 3A hospital in Beijing, introduces the patient satisfaction evaluation information system design and the overall structure and elaborates the studies on evaluation indexes in the development process for patient satisfaction evaluation information systems in the large general public hospital. The various indicators are established by the hierarchical factor analysis, reliability analysis and validity analysis. The most reasonable weight coefficient of the factors are obtained through grey correlation analysis and the patient satisfaction is comprehensively evaluated by using multi-level fuzzy comprehensive evaluation.