医院专职陪护服务质量评价体系研究

Evaluation System of the Service Quality of Hospital Professional Escort

目的探索构建一套科学合理的医院专职陪护服务质量评价体系。方法应用两轮德尔菲法对16名专家进行咨询,并计算各级指标的权重。结合专家意见采用五级评分法、操作考核等方式对终末指标进行量化并评定服务质量等级。结果构建了有陪护公司情况、陪护个人情况、客户反馈情况等3项一级指标、8项二级指标和29项三级指标的医院专职陪护服务质量评价体系,该体系专家权威系数为0.909,判断系数为0.877。考核指标可量化为评价等级,分别为优、中、差。结论本研究构建的医院专职陪护服务质量评价体系专家意见集中,结果可信,可为患者及其家属选择陪护以及医院(或公司)对专职陪护进行绩效考核提供参考。

Objective To build a service quality evaluation system for hospital professional escort.Methods Two rounds of Delphi expert consultation were conducted among 16 experts,and the index weights were calculated.Combining with expert opinions, the final indicators were quantified and the service quality level was evaluated by five-level scoring method and operation assessment.Results The service quality evaluation system for hospital escort included three first-level indicators,eight second-level indicators and 29 third-level indicators of an escort company, escort personal situation and customer feedback.The expert authority coefficient of the system was 0.909 and the judgment coefficient was 0.877.Then the evaluation system was further completed by three grades: excellent, moderate and poor.Conclusions The service quality evaluation system for hospital professional escort is reliable and scientific,which can provide references for employers' selection and the escorts' performance assessment.