Objective To establish index system of service quality evaluation in combination of medical care and elderly care guided by structure-process-outcome model,from three dimensions of structure,process and outcome.Methods Data were collected from August to November 2023,index system was established based on literature research and relevant policy explanations,combined with opinions of the two expert consultations.The weights of each index were determined by using priority chart method.Consensus of expert opinions were evaluated by using Kendall's coordination coefficient,and the reliability of index system was tested by using Cronbach's α coefficient.Results Positive coefficient of experts in the two rounds of correspondence was 100.0％.The expert authority coefficient was 0.83.Kendall's coordination coefficients for the first and second rounds of expert consultation were 0.344 and 0.350,respectively(P＜0.001).The construction of index system included eighet primary indexes,24 secondary indexes,and 76 tertiary indexes.Cronbach's α coefficients for service structure quality indexes,service process quality indexes,and service result quality indexes were 0.837,0.829,0.820,respectively.Conclusion The consensus of expert opinions in this study is good,and the constructed index system is reliable,and provide a certain theoretical reference and inspiration for continuous improvement of service quality in elderly care institutions.
关键词
养老机构/医养结合/服务质量评价/结构-过程-结果模型
Key words
Elderly care institutions/Combination of medical care and elderly care/Service quality evaluation/Structure-process-outcome model
维普
万方数据