| Objective: This thesis constructed a medical service quality evaluation index system of AAA-grade TCM Hospitals on the basis of the service quality theory of “Structure-Process-Outcome”,and a comprehensive evaluation model with synthetical scoring method,of which the scientificity and feasibility were verified with sample TCM hospitals in Hubei Province so as to provide some reference for the medical service quality evaluation study of TCM hospitals.Method: By adopting the methodology of literature review,questionnaire,expert-consulting,and in-depth interview,this thesis,based on the service quality theory of “Structure-Process-Outcome”,constructed a medical service quality evaluation index system of AAA-grade TCM Hospitals,a comprehensive evaluation model with synthetical scoring method,and designed a questionnaire of Hubei TCM hospitals.A database was created through Epidata software and the data collected was managed and analyzed by SPSS19.0 software and evaluated through synthetical scoring method and weighted TOPSIS method.And the relevance of evaluation results would be verified.Results: The medical service quality evaluation indicator system constructed in this research includes three dimensions,namely structure dimension,process dimension and result dimension;7 first-level indexes and 32 second-level indexes.The questionnaires of this research included two rounds of expert-consulting.22 questionnaires were distributed in the first round and got 20 feedbacks,with the enthusiasm coefficient being 90.91%.In the second round,20 were distributed and 20 were valid,rating 100%.Taking the second round as an example,we found that the average age of the experts was 41.20 year-old,plus or minus 8.56 years.And 39.97% of the experts were of 20 years working-age or above.Most of them had a master degree or above.The area of expertise composed of Social Medicine and Health Management,Hospital Administration,Health Statistics,Health Economics,and Clinical Medicine,with the ratio being 39%,21%,19%,11%,and 8% respectively.Their working units included TCM colleges and universities,healthcare organizations,TCM S&D institutions and health administrative departments,with the ratio being 37%,27%,23%,and 13% respectively.The variable coefficient of expert consultation in the first round was below 0.2739 and that in the second round was below 0.1854.In this study,the experts' familiarity about questionnaire and their judgment criteria contain 5 levels.In the second round,the expert authority coefficient are 0.81,0.75 and 0.75 respectively,and the expert authority coefficient of first-level index are 0.77,0.72,0.78,0.79,0.71,0.70 and 0.80 which are of high degree of authority.In the second round,the coordinate coefficient of expert consultation is ?=1(?2=40,p=0),the first-level index ?=0.713(?2=85.56,p=0),the second-level index ? =0.689(?2=427.18,p=0),which suggests experts have reached a consensus about index evaluation system.This study has researched the medical service quality evaluation index system of 17 AAA-grade TCM Hospitals in Hubei Province via general investigation method,and patients' satisfaction through random investigation method.17 questionnaires of evaluation index system were distributed and all were retrieved,rate of validity being 100%.850 questionnaire of patients' satisfaction were distributed and 837 valid,rating 98.47%,and 850 questionnaire of inpatients' satisfaction were distributed and 829 valid,rating 97.53%.The result of research shows that the average scores of 17 AAA-grade TCM Hospitals in Hubei Province is 67.39.The number of hospital with score above 70,between 60 and 70,and below 60 is 5,11,and 1 respectively.And the average score of patients' satisfaction in 17 hospitals is 36.42.Sorted by synthetical scoring method in an order from high to low order,those hospitals in sequence are: J hospital,I hospital,L hospital,P hospital,F hospital,O hospital,H hospital,N hospital,A hospital,D hospital,C hospital,B hospital,E hospital,G hospital,M hospital,K hospital,and Q hospital.And sorted by scores of TOPSIS evaluation method,they are J hospital,F hospital,I hospital,C hospital,L hospital,O hospital,D hospital,P hospital,M hospital,E hospital,N hospital,A hospital,G hospital,B hospital,H hospital,K hospital,and Q hospital.Rank correlation analysis shows that the Spearman correlation coefficient of the result between synthetical scoring and weighted TOPSIS method is 0.73,and P=0.01< 0.05,indicating it is of a strong correlation and a statistical significance.Conclusion: 1.The tertiary TCM hospital service quality evaluation index system in this study includes: 3 dimensions,namely structure dimension,process dimension and result dimension;7first-level indexes and 32 second-level indexes.The result of expert consultation shows that the positivity,authority and coordinate coefficient of expert are high,and this study has passed the ?2 test.2.Synthetical scoring method was used to construct the tertiary TCM hospital service quality comprehensive evaluation model,and then hospitals in Hubei Province were taken for empirical study and weighted TOPSIS method was adopted to test correlation coefficient of the results and the Spearman correlation coefficient is 0.73,and P=0.01< 0.05 which is of a strong correlation and indicates the evaluation model is scientific and feasible.3.According to the results by synthetical scoring method,the 17 Third-level TCM Hospitals are ranked from high to low order as follows: J hospital,I hospital,L hospital,P hospital,F hospital,O hospital,H hospital,N hospital,A hospital,D hospital,C hospital,B hospital,E hospital,G hospital,M hospital,K hospital,and Q hospital,of which the average score is 67.39,and the number of hospitals with scores above 70,between 60 and 70,and below 60 being 5,11,and 1 respectively.And the average score of patients' satisfaction in 17 hospitals is 36.42. |
PDF Full Text Request