[1]王恪辉贾晓灿王娴唐陆暴银素.构建综合性中医院后勤满意度评价体系[J].中国卫生质量管理,2020,27(04):89-92.
　/WANG Kehui,JIA Xiaocan,WANG Xian,et al.Establishment of a Logistics Satisfaction Evaluation System in a General Hospital of Traditional Chinese Medicine[J].Chinese Health Quality Management,2020,27(04):89-92.

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构建综合性中医院后勤满意度评价体系

《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R] 卷: 第27卷期数: 2020年04期页码: 89-92 栏目: 服务质量出版日期: 2020-07-28

Title:: Establishment of a Logistics Satisfaction Evaluation System in a General Hospital of Traditional Chinese Medicine

作者:: 王恪辉1贾晓灿2王娴1唐陆1暴银素; 河南中医药大学第一附属医院

Author(s):: /WANG Kehui; JIA Xiaocan; WANG Xian; et al; Firstauthor's addressThe First Affiliated Hospital of Henan University of Traditional

关键词:: 中医院; 后勤管理; 满意度; 评价体系; 德尔菲法; 服务质量

Keywords:: Hospital of Traditional Chinese Medicine; Logistics Management; Satisfaction Level; Evaluation System; Delphi Method; Service Quality

分类号:: R197.323；R61

文献标志码:: B

摘要:: 目的构建综合性中医院后勤满意度评价体系，提升医院后勤服务质量。方法基于德尔菲法和文献分析法，通过两轮专家咨询，构建后勤满意度评价体系，采用层次分析法确定各指标权重，并经现场调查对评价体系进行信效度检验。结果专家组成员共计21名，两轮专家积极系数均大于0.7，权威系数为0.87，专家意见协调系数分别为0.62、0.65。构建的患者后勤满意评价体系包括3个一级指标、28个二级指标，职工后勤满意度评价体系包括3个一级指标、34个二级指标。患者和职工后勤满意度评价体系Cronbach's α均大于0.9，所有条目相关系数均大于0.5。结论综合性中医院患者和职工后勤满意度评价体系构建过程科学，信效度较高，能够真实反映后勤服务质量，可进一步推广使用。

Abstract:: ObjectiveTo establish a logistics satisfaction evaluation system in a general hospital of traditional Chinese medicine and evaluate its reliability and validity.MethodsBased on literature review and Delphi method, through two rounds of expert consultation, the logistic satisfaction evaluation system was established. Analytic hierarchy process was used to determine the weight of the indicators and field investigation was performed to evaluate the reliability and validity of the evaluation system.ResultsA total of 21 experts were included with the positive coefficient of the two rounds of experts greater than 0.7, the authoritative coefficient was 0.87, and the coordination coefficient were 0.62 and 0.65,respectively.The final logistic satisfaction evaluation system for patients included 3 first-level indicators and 28 second-level indicators; and the logistic satisfaction evaluation system for employees included 3 first-level indicators and 34 second-level indicators. The Cronbach's α of both patients and employees' questionnaires were above 0.9 and the correlation coefficients of all items were above 0.5.Conclusion The logistic satisfaction evaluation systems for patients and employees in general Traditional Chinese Medicine Hospital showed scientific construction process and good reliability and validity, which could reflect the quality of logistics service and can be further popularized.

参考文献/References:

［1］刘颜，饶从志，肖平，等.国有医院后勤社会化服务质量的顾客满意度研究［J］.中国医院统计，2010，17（1）：35-39．

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更新日期/Last Update: 2020-07-28