三级公立医院智慧服务人文关怀量化评价指标体系建构

Construction of a quantitative evaluation index system for humanistic care in smart services in Grade III public hospitals

目的:构建三级公立医院开展智慧服务人文关怀实践的量化评价指标体系。方法:成立指标体系构建小组,通过文献分析、半结构式访谈和专家咨询,对智慧服务人文关怀的相关内容进行归纳提炼。结果:形成包含4个一级指标、17个二级指标和34个三级指标的指标体系;通过两轮函询,最终确定了包含诊前服务、诊中服务、诊后服务和全程服务在内的三级公立医院智慧服务人文关怀指标体系。结论:构建量化评价指标体系有助于推动医院智慧服务创新发展。三级公立医院作为医疗服务的中坚力量,其智慧服务发展必须关注人文关怀。人文关怀应体现在智慧服务的初始设计之中,并通过利用信息技术提升服务水平。

Objective:To construct a quantitative evaluation index system for implementing humanistic care in smart services within Grade III public hospitals.Methods:An index construction team was established,and relevant content on smart service humanistic care was analyzed through literature review,semi-structured interviews,and expert consultation.Results:A multi-level index system was developed,comprising 4 Level 1 indicators,17 Level 2 indicators,and 34 Level 3 indicators.After two rounds of consultation,a finalized system covering pre-diagnosis services,in-diagnosis services,post-diagnosis services,and continuous care services was established.Conclusion:Developing a quantitative evaluation index system facilitates the innovative growth of hospital smart services.As a primary force in healthcare,Grade III public hospitals must prioritize humanistic care within their smart service framework.Humanistic care should be integrated from the initial design phase of smart services and enhanced through the effective application of information technology.