基于SPO模型的居家医养照护团队服务质量评价指标体系研究

Research on Service Quality Evaluation Index System of Home Medical and Nursing Care Team Based on SPO Model

目的 探索居家医养照护团队服务质量评价体系的关键内容或重要评价点,为服务质量评价的开展提供依据。方法 1)制定指标体系框架:2022年6月至2023年6月课题组在实地调研21家医养结合单位、11家社区服务中心,查阅相关政策和文献研究基础上,采用广泛应用于医疗卫生领域服务质量评价的SPO模型为理论框架,建立评价指标条目池。2)德尔菲专家咨询法:选择与本研究关系密切的相关专业(如社区健康管理、养老管理、护理管理、护理教育、基本公共卫生等)的专家,先后进行两轮德尔菲专家咨询,专家按要求对各指标进行评判并提出修改意见。根据专家咨询结果确定质量评价指标体系。结果 1)德尔菲专家咨询情况:收集两轮专家咨询的问卷,问卷有效率为100.00%;专家对全部指标的协调系数第1轮为0.436、第2轮为0.431(P<0.05)。2)质量评价体系咨询情况:第1轮、2轮咨询分别收集专家意见25条、5条,最终确定3项一级指标,18项二级指标,54项三级指标。结论 以SPO理论为基础,构建的质量评价体系客观可靠,过程科学严谨,为居家医养照护团队服务质量提供科学的评价体系,进一步促进服务质量的提升。

Objective To explore the key content or important evaluation points of the service quality evaluation system for home medical and nursing teams,and provide a basis for quality evaluation.Methods Firstly,an index system framework was developed.From June 2022 to June 2023,based on field research of 21 medical and nursing units and 11 community service centers,and policy and literature research,the research group adopted the SPO(namely structure,process,and outcome)model,which was widely used in the evaluation of service quality in the field of health care,as the theoretical framework,and established an evaluation index item pool.Secondly,two rounds of Delphi expert consultation was conducted with experts in relevant fields closely related to this study,such as community health management,elderly care management,nursing management,nursing education,basic public health,etc..The experts evaluated each indicator as required and provided modification suggestions.And the quality evaluation index system was determined based on expert consultation results.Results The effective questionnaire recovery rate of the two rounds of expert consultation were 100.00%.The coordination coefficient of experts for all indicators was 0.436 in the first round and 0.431 in the second round,respectively(P<0.05).And 25 and 5 expert opinions were collected in the first and second round of consultation,respectively.Based on the above opinions,3 first-level indicators,18 second-level indicators,and 54 third-level indicators were finally determined.Conclusion The quality evaluation system constructed based on SPO theory is objective and reliable,and with a scientific and rigorous process,which provides a scientific evaluation and improvement reference for the service quality of home medical and nursing care teams.