居家护理服务质量评价指标体系构建

Construction of Home Care Service Quality Evaluation Index System

目的构建居家护理服务质量评价指标体系。方法以服务质量(SERVQUAL)模型为理论框架,结合文献研究和访谈结果,拟定居家护理服务质量评价指标初稿,运用德尔菲法和优序图法,构建居家护理服务质量评价指标体系。结果评价指标体系包括6个一级指标和27个二级指标。两轮函询的专家积极系数分别为86.7%和92.3%,专家权威系数分别为0.867和0.881,一级指标肯德尔和谐系数分别为0.400和0.511,二级指标肯德尔和谐系数分别为0.309和0.320(P<0.001)。结论居家护理服务质量评价指标体系的构建过程科学严谨,指标体系客观可靠,可为居家护理服务质量的评价和改进提供参考。

Objective To construct home care service quality evaluation index system.Methods Based on the Service Quality(SERVQUAL)model,the first draft of evaluation indicators was established by combining with lit⁃erature review and interview.Delphi and precedence-chart method were used to construct the evaluation index system.Results The evaluation index system included six first-level indicators and 27 second-level indicators.The effective response rates for the two rounds were 86.7%and 92.3%,the authority coefficients were 0.867 and 0.881,the coordi⁃nation coefficients for first-level indicators were 0.400 and 0.511,and for second-level indicators were 0.309 and 0.320(P<0.001).Conclusion The home care service quality evaluation index system is scientific and reasonable,which can provide the foundation for the evaluation and improvement of home care service quality.