基于“多中心”的医用内镜服务评价研究

Evaluation of the medical endoscopy service in “multi-center hospitals”

目的构建医用内镜服务评价体系,用于指导医疗机构选择产品以及为生产厂家提供改进建议,最终提升医用内镜行业的整体服务能力。方法 2018年1月-12月,采用德尔菲法建立评价指标并构建4种相应的评价场景,然后通过3家中心医院联系医疗联合体和协作医院的评价机制,并运用APP&WEB信息化手段,全年持续对国内9个主流医用内镜品牌开展服务能力评价。结果最终,评价数据的收集范围覆盖了80%以上的省份,并有51个医疗机构参与此次评价。2018年底,共收集有效数据1 450份,其中全年平均数据异常率低于5%。各品牌加权总分排序后,最高得分为4.45分,最低得分为3.27分,平均分为3.85分,所形成初步的评价结果已经进行了厂家反馈。结论"多中心"的医用内镜服务评价体系具有指标科学、评价全面、覆盖面广等特点,为医用内镜服务评价提供了可行、有效的解决方案,对提升整个医用内镜服务水平和品牌价值有重要作用。

Objective To formulate a medical endoscopy service evaluation system, so as to guide the hospitals to select products, provide advices for manufacturers to improve the service, and finally improve the overall service capacity of medical endoscopy industry. Methods The whole study was conducted from January to December 2018.Firstly, Delphi method was used to establish the evaluation indexes, which helped to get the evaluation scenario. Secondly,the evaluation mechanism was established through the association of three central hospitals with their medical treatment partnerships and collaborative hospitals. Thirdly, the popular medical endoscopy brands in China were evaluated for a long time by means of information technology. Results Finally, more than 80% of the provinces of China were covered by the medical endoscopy services evaluation, and 51 hospitals participated in the evaluation. At the end of 2018, 1 450 valid data were collected, of which the annual average abnormal data was less than 5%. With the score ranking, the highest score was 4.45, the lowest score was 3.27, and the average score was 3.85. The preliminary evaluation results were sent to medical endoscopy manufacturers. Conclusions The "multi-center hospital" medical endoscopy service evaluation system established in this study has the characteristics that the indexes are scientific, and the evaluation is comprehensive and wide-coverage. It provides a feasible and effective solution for medical endoscopy service evaluation and plays an important role in improving the whole medical endoscopy service level and brand value.