12320卫生热线考核评价指标体系建立

Establishment of an index system for assessment and evaluation of 12320 health hotline

目的分析政府热线考核评价指标体系构建方法,构建12320卫生热线考核评价指标体系。方法2013年3月,采用文献研究、专家小组讨论以及德尔菲法,建立考核评价指标体系,采用模糊综合评判法确定评价指标权重。结果 3轮专家咨询回收率均在90%以上,权威程度均在0.9以上,协调系数差异有统计学意义(P<0.05),最终构建的12320卫生热线考核评价指标体系包含4个一级指标、13个二级指标、50个三级指标,其中4个一级指标基本保障、机构建设、服务运行和社会评价的权重值分别是20.0、27.5、42.5和10.0。结论 12320卫生热线考核评价指标体系具有较为合理的结构,评价内容较为完整全面,有利于12320卫生热线考核评价工作的开展。

Objective To explore methods for constructing an index system for efficiency evaluation of health hotline. Methods Literature research,panel discussion,and Delphi method were synthetically used to construct an evaluation index system for 12320 health hotline. Fuzzy analysis method was used to calculate the weight of the indicators. Results The response rate of the Delphi survey was over 90%. The mean of authorities was above 0. 9. The harmonious coefficients had statistical significance（ P〈0. 05）. The finally confirmed index system includes 4 first-level,13 secondlevel,and 50 third-level indexes. The weight of the 4 first-class indicators were 20. 0,27. 5,42. 5,and 10. 0,respectively.Conclusion With Delphi method and panel discussion,a reasonable structure of evaluation index system for 12320 hotline was established and the system could be used in overall efficiency assessment of 12320 health hotline.