互联网医院评价体系与政策建议

Internet hospital evaluation system and policy recommendations

目的:各种模式的互联网医院近年来增长迅速,推动其发展已成为提升医疗服务质量的大方向和必然趋势。方法:应用SERVQUAL模型、四分图模型等模型方法分析互联网医院的影响因素,探究提升互联网医院服务质量的途径。结果:本研究构建了6个维度,26条二级评价指标的评价指标体系;进行重要度-满意度矩阵分析,被调查者对互联网医院服务质量的期望与实际感知的差距值皆小于0(服务质量较差),差值分布在-2.176~-0.147。四分图模型绘制结果中A4、B1、B3、B4、B5、B7、D1、D3、E3、F1位于A区(优势区),B2、B6、C1、C4、F2位于B区(修补区),A1、A2、A3、C3、E2、F3位于C区(机会区),C2、D2、D4、E1、E4位于D区(维持区)。结论:构建的互联网医院评价指标体系对医院工作提出了明确要求和标准,具有良好的操作性,可为互联网医院的持续改进与服务质量的优化提供依据。

Objective:Internet hospitals of various models have grown rapidly in recent years,and promoting their development has become the general direction and inevitable trend of improving the quality of medical services.Methods:Apply SERVQUAL model,quadrant graph model and other model methods to analyze the influencing factors of Internet hospitals,and explore ways to improve the service quality of Internet hospitals.Results:This study constructed an evaluation index system with 6 dimensions and 26 secondary evaluation indicators.The importance-satisfaction matrix analysis showed that the difference between the respondents’expectations and actual perceptions of Internet hospital service quality was less than 0(The service quality is poor),and the difference is between-2.176 and-0.147.In the drawing results of the quadrant graph model,A4,B1,B3,B4,B5,B7,D1,D3,E3,F1 are located in area A(dominant area),and B2,B6,C1,C4,and F2 are located in area B(repair area),A1,A2,A3,C3,E2,F3 are located in the C area(opportunity area),C2,D2,D4,E1,E4 are located in the D area(maintenance area).Conclusion:The constructed Internet hospital evaluation index system puts forward clear requirements and standards for hospital work,has good operability,and can provide a basis for the continuous improvement of Internet hospitals and the optimization of service quality.