养老机构服务质量评价指标体系的构建

Development of service quality indicators for long-term care facilities

目的构建养老机构服务质量评价指标体系。方法采用德尔菲(Delphi)法,通过2轮36名专家咨询确立养老机构服务质量评价指标体系。结果专家咨询的权威系数为0.816,判断系数为0.866,熟悉系数为0.766,最终确定养老机构服务质量评价指标体系,包括一级指标3项,二级指标13项,三级指标46项;一、二、三级指标的协调系数分别为0.707、0.356、0.342,协调系数比较具有统计学意义(P<0.01)。结论养老机构服务质量评价指标体系经检验,专家意见集中,结果科学可靠,可为养老机构护理及其他服务质量的客观评价和持续改进等提供量化依据。

Objective To develop service quality indicators for long-term care facilities. Method Delphi technique was used to formulate service quality indicators for long-term care facilities through a two-round expert consukation among 36 experts. Results The experts＇ authority coefficient was 0.816 coefficient of determination was 0.866,and familiar eonfficient was 0.766. The service quality indicators consisted of 3 first-level indicators, 13 second-level indicators and 46 third-level indicators. The coordination coefficients of the three level indicators were 0.707,0.356, and 0.342,respectively. Conclusion The service quality indicators for long-term care facilities are reliable and scientific,which can provide measurable basis for objective evaluation and continuous improvement of the quality of nursing care in long-term care facilities.