PET-CT设备服务评价指标体系的建立

Establishment of An Evaluation Indicator System for Service of PET-CT

目的建立一套评价指标体系,用于不同生产厂商的PET-CT设备相关服务的客观准确评价。方法参考相关标准,在多项前期工作的基础上,经多轮研讨与咨询,初步建立指标体系;采用德尔菲法进行专家咨询,最终确立指标体系及各级指标权重。结果评价指标体系含企业服务、产品服务和客户服务3个一级指标和21个二级指标;专家咨询的专家积极系数100%,平均权威系数0.88,一级和二级指标的协调系数分别为0.945和0.588。结论指标体系权威性、一致性、合理性、可操作性均较好,评价范围涵盖售前、售中、售后三个阶段,可从多个层面和维度对医疗设备的服务进行综合性评价。

Objective To establish a set of evaluation indicator system for assessment of PET-CT service from different manufactures. Methods Firstly, an initial evaluation indicator system was built based on the related standards, the achievement of several previous projects and rounds of discuss and consultation. Then, an expert consultation with the Delphi method was conducted to finally establish the indicator system and the weight coefficients of indicators. Results The evaluation indicator system included three first-level indicators, which were enterprise service, product service and customer service, and 21 second-level indicators. The positive coefficient of expert consultation was 100%, the average authority coefficient was 0.88, and the coordination coefficient of the first and second indicators was 0.945 and 0.588, respectively. Conclusion The indicator system has good authority, consistency, rationality and operability. The evaluation scope covers three stages of pre-sale, in-sale and post-sale, and can comprehensively evaluate the service of medical equipment from multiple levels and dimensions.