基于SERVQUAL模型建立消化道肿瘤围手术期临床药学服务质量评价指标体系的研究

Study on the evaluation index system of perioperative pharmaceutical care for gastrointestinal tumors based on SERVQUAL model

目的构建适合消化道肿瘤手术患者的临床药学服务质量评价指标体系。方法在SERVQUAL模型的基础上建立适合于消化道肿瘤围手术期临床药学服务质量评价的指标体系,应用德尔菲法(Delphi法)对16名专家进行两轮咨询。计算问卷回收率、各条目的均值、标准差、满分比、变异系数,以及专家权威程度和专家协调系数,并对结果进行分析后,形成最终的用于评价消化道肿瘤围手术期临床药学服务质量评价指标体系。结果两轮咨询的专家积极系数均为100%,专家权威系数分别为0.75和0.89。第二轮专家咨询中,一、二、三级指标专家协调程度分别为0.669、0.456和0.505。通过对指标的筛选与修改,最终形成了由5个一级指标、15个二级指标、33个三级指标构成的评价指标体系。结论本研究中,专家的权威程度较高,意见趋于一致,具有较好的专家协调性。评价指标体系的结果较为科学、合理和可靠,能够为评价消化道肿瘤围手术期的临床药学服务质量提供参考依据。

Objective To establish a clinical pharmaceutical care quality evaluation system suitable for patients undergoing gastrointestinal cancer surgery.Methods An indicator system was established for evaluating the quality of clinical pharmaceatical service during the perioperative period of gastrointestinal tumors based on SERVQUAL model.Sixteen experts were consulted for two rounds by Delphi method.The questionnaire recovery rate,mean value,standard deviation,full score ratio,coefficient of variation of each item,and expert authority degree,expert coordination coefficient were calculated and analyzed.The final evaluation system was formed to evaluate the quality of perioperative clini-cal pharmaceutical care for gastrointestinal tumors.Results The recovery rates of the two rounds of questionnaire were 100%.The expert authority coefficients of the two rounds were 0.75 and 0.89,respectively.The experts'coordination degree of the grade 1~3 indexes in the second round were 0.669,0.456 and 0.505,respectively.By screening and modification,the evaluation index system was finally constructed,including 5 primary indexes,15 secondary indexes and 33 tertiary indexes.Conclusion In this study the expert coordination is good,the degree of authority is high,and the experts'opinions tend to be consistent.The results of this evaluation index system are scientific,reasonable and relia-ble.The index system can provide a basis for evaluating the quality of clinical pharmaceutical care during the perioperative period of gastrointestinal tumors.