医疗机构保洁公司服务能力综合评价指标体系构建

The construction of a comprehensive evaluation system for the service capability of cleaning companies in medical institutions

目的:构建医疗机构保洁公司服务能力综合评价指标体系。方法:通过相关制度、规范和文献资料归纳评价指标,运用专家咨询法筛选重要性高、可实现性好的指标并为每项指标设计配套的指标要求。结果:评价体系共包括基础运行、安全管理、人力资源管理和服务质量4类共11项评价指标,每项指标包含1~4条具体的评价内容作为指标要求。专家问卷咨询的内部一致性信度Cronbach'sα系数为0.853,总体内容效度指数(S-CVI)为0.86,条目内容效度(I-CVI)范围为0.83~1。结论:本研究构建的保洁公司服务能力综合评价指标体系为医疗机构选择和评价保洁公司服务质量和能力提供了管理工具,可明确医疗机构保洁工作质量的考核重点和方向,有利于保洁公司综合服务能力的提升。

Objective:To construct a comprehensive evaluation system of the service capability of cleaning companies in medical institutions.Methods:Using relevant standards,norms,and literature to summarize evaluation indicators,using the expert consultation method to screen the indicators by importance and realizability,and designing the specialized requirements for each indicator.Results:The evaluation system included a total of 11 evaluation indexes in 4 categories:"basic operation","safety management","human resource management"and"service quality",and each index contained 1-4 specialized requirements.The internal consistency reliability Cronbach's alpha coefficient for the expert questionnaire consultation was 0.853,the overall content validity index(S-CVI)was 0.86,and the item content validity(I-CVI)ranged from 0.83 to 1.Conclusion:The comprehensive evaluation system of the service capability of cleaning companies constructed in this study provides a management tool for medical institutions to select and evaluate the service quality and ability of cleaning companies,and to clarify the focus and direction of the assessment of the quality of cleaning work in medical institutions.This tool was conducive to the improvement of the comprehensive service ability of cleaning companies.