Construction of nursing service quality evaluation system in hemodialysis center based on Delphi method and precedence chart_West China Medical Journal

Authors：

LI Xue ^1,2 ,  ZHOU Yixia ¹ , LI Haiyang ^1,3 , YANG Wenqing ¹

1. The Nursing School of Guizhou Medical University, Guiyang, Guizhou 550004, P. R. China;
2. Department of Nephrology, Guizhou People’s Hospital, Guiyang, Guizhou 550004, P. R. China;
3. Department of Hepatobiliary Surgery, the Affiliated Hospital of Guizhou Medical University, Guiyang, Guizhou 550004, P. R. China;

Corresponding?author：

ZHOU Yixia, Email: zhouyixia2014@126.com

Keywords：

Servqual model; Hemodialysis; Service quality; Evaluation system; Precedence chart

DOI：

10.7507/1002-0179.201903151

Video：

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Objective To construct a scientific, standardized, and consistent nursing service quality evaluation system for hemodialysis centers, and to provide scientific basis for the evaluation, improvement, and promotion of nursing service quality in hemodialysis centers.Methods From October to December 2018, based on the Servqual model, combined with the particularity of hemodialysis center and relevant national policies and regulations, the indexes of nursing service quality were determined by Delphi method and precedence chart method, and the nursing service quality evaluation scale of hemodialysis center was established.Results The established nursing service quality evaluation system for hemodialysis center was consisted of 7 items of first-level, 15 items of second-level, and 38 items of third-level. The effective recovery rate of expert letters was 93.75%, and the expert authority coefficient was 0.914. The Kendall coordination coefficients for the three levels of indicators were 0.570, 0.583, and 0.496 (P<0.01), and the variation coefficients for each level of indicators were between 0.000 and 0.179. Among the first-level indicators, the largest weight was security, and the smallest weight was effectiveness.Conclusions The evaluation system of nursing service quality for hemodialysis centers is scientific, reliable, and feasible. In view of the particularity of nursing service in hemodialysis centers, clear evaluation criteria are put forward, which can evaluate the service quality more comprehensively, scientifically, objectively, and directly, and improve and enhance the service level of hemodialysis centers according to the evaluation system.

Citation： LI Xue, ZHOU Yixia, LI Haiyang, YANG Wenqing. Construction of nursing service quality evaluation system in hemodialysis center based on Delphi method and precedence chart. West China Medical Journal, 2019, 34(7): 783-789. doi: 10.7507/1002-0179.201903151 Copy

1.	Lin ZH. Nephrology in China. Nat Rev Nephrol, 2013, 9(9): 523-528.
2.	蔣文春, 溫賢秀, 顧鳳嬌. 應用德爾菲法和層次分析法構建血液透析室護理管理質量評價標準體系. 護理學報, 2018, 25(18): 16-21.
3.	吳月鳳, 李婷. 我國護理質量評價現狀與思考. 解放軍醫院管理雜志, 2011, 18(10): 966-967.
4.	Lee WI, Chen CW, Chen TH, et al. The relationship between consumer orientation, service value, medical care service quality and patient satisfaction: the case of a medical center in southern Taiwan. Afr J Bus Manag, 2010, 4(4): 448-458.
5.	Lee SM, Lee DH, Kang CY. The impact of high-performance work systems in the healthcare in dustry: employee reactions, service quality, customer satisfaction, and customer loyalty. Serv Ind J, 2012, 32(1): 17-36.
6.	Parasuraman A, Zeithaml VA, Berry LL. SERVQUAL: a multiple- item scale for measuring consumer perceptions of service quality. J Retailing, 1988, 64(1): 12-40.
7.	喻姣花, 柯卉, 李芬. 基于 SERVQUAL 模型的護患雙方感知護理服務質量調查分. 護理學雜志, 2014, 29(5): 34-38.
8.	Bahadori M, Raadabadi M, Heidari JM, et al. Measuring the quality of provided services for patients with chronic kidney disease. Nephro Urol Mon, 2014, 6(5): e201810.
9.	唐寧. 基于 SERVQUAL 的某醫院服務治療測評及改進對策. 衡陽: 南華大學, 2013.
10.	王夢娜, 甘秀妮, 盛曉敏, 等. 基于服務質量差距模型構建腹部手術患者護理服務質量評價指標體系的研究. 中國實用護理雜志, 2016, 32(18): 1416-1421.
11.	葛梅. 移動互聯網環境下醫療服務質量評價方法的創新應用. 中國醫院管理, 2018, 38(3): 37-39.
12.	李燕萍, 張紹蓉, 曾琴, 等. 德爾菲法構建臨床護理人員有效傾聽能力評價指標體系的研究. 中國實用護理雜志, 2013, 29(18): 66-68.
13.	張景嵐, 何志萍, 胡錦梁, 等. 大型公立醫院網絡營銷能力評價指標體系的構建研究. 中國衛生事業管理, 2019, 36(4): 248-250, 292.
14.	陳菁菁. 連續性腎臟替代治療(CRRT)患者容量狀況評分表的研制及臨床實證研究. 福州: 福建醫科大學, 2013.
15.	敬潔, 顧鳳嬌, 蔣文春. 基于結構-過程-結果三維質量評價模式構建手術室護理管理質量評價體系. 護理研究, 2017, 31(29): 3659-3662.
16.	黃春美, 馮志仙, 黃鶯. 護士長領導力測評指標體系的構建. 中華護理雜志, 2016, 51(7): 781-786.
17.	孫振球. 醫學統計學. 4版. 北京: 人民衛生出版社, 2014: 510-514.
18.	吳巧媚, 張利娟, 鄭靜霞. 基于 Delphi 法 ICU 患者誤吸風險評估體系的構建. 護理學報, 2018, 25(2): 1-6.
19.	曹望楠, 蔡景一, 常春. 優序圖法在確定高等醫學院校教師教學能力指標體系權重中的應用. 中華醫學教育雜志, 2014, 34(3): 381-383.
20.	曹婷婷, 蘆桂芝, 王曉慧, 等. 基于德爾菲和優序圖法構建 ICU 醫院感染風險評價指標體系. 護理學雜志, 2016, 31(5): 44-47.
21.	李繼平, 李秋潔, 吳欣娟, 等. 護理管理學. 北京: 人民衛生出版社, 2013: 221.
22.	Darke PR, Ashworth L, Main KJ. Great Expectations and broken promises: misleading claims, product failure, expectancy disconfirmation and consumer distrust. Acad Market Sci, 2010, 38(3): 347-362.
23.	曹曉娜, 孫俐, 周子琦, 等. 優質護理服務患者滿意度指標體系的構建. 中國實用護理雜志, 2015, 31(9): 685-688.
24.	厲巖, 陸定中, 文歷陽. 優序圖法在教育評估中的應用. 中國高等醫學教育, 1996(5): 29-31.
25.	劉小康, 蔡景一, 王海俊. 應用優序圖法確定醫學本科生一般能力評價指標體系的研究. 中華醫學教育雜志, 2017, 37(5): 749-752.
26.	唐葶婷. 優質護理在手術室工作中的應用. 中國實用護理雜志, 2013, 29(29): 71-72.

1. Lin ZH. Nephrology in China. Nat Rev Nephrol, 2013, 9(9): 523-528.
2. 蔣文春, 溫賢秀, 顧鳳嬌. 應用德爾菲法和層次分析法構建血液透析室護理管理質量評價標準體系. 護理學報, 2018, 25(18): 16-21.
3. 吳月鳳, 李婷. 我國護理質量評價現狀與思考. 解放軍醫院管理雜志, 2011, 18(10): 966-967.
4. Lee WI, Chen CW, Chen TH, et al. The relationship between consumer orientation, service value, medical care service quality and patient satisfaction: the case of a medical center in southern Taiwan. Afr J Bus Manag, 2010, 4(4): 448-458.
5. Lee SM, Lee DH, Kang CY. The impact of high-performance work systems in the healthcare in dustry: employee reactions, service quality, customer satisfaction, and customer loyalty. Serv Ind J, 2012, 32(1): 17-36.
6. Parasuraman A, Zeithaml VA, Berry LL. SERVQUAL: a multiple- item scale for measuring consumer perceptions of service quality. J Retailing, 1988, 64(1): 12-40.
7. 喻姣花, 柯卉, 李芬. 基于 SERVQUAL 模型的護患雙方感知護理服務質量調查分. 護理學雜志, 2014, 29(5): 34-38.
8. Bahadori M, Raadabadi M, Heidari JM, et al. Measuring the quality of provided services for patients with chronic kidney disease. Nephro Urol Mon, 2014, 6(5): e201810.
9. 唐寧. 基于 SERVQUAL 的某醫院服務治療測評及改進對策. 衡陽: 南華大學, 2013.
10. 王夢娜, 甘秀妮, 盛曉敏, 等. 基于服務質量差距模型構建腹部手術患者護理服務質量評價指標體系的研究. 中國實用護理雜志, 2016, 32(18): 1416-1421.
11. 葛梅. 移動互聯網環境下醫療服務質量評價方法的創新應用. 中國醫院管理, 2018, 38(3): 37-39.
12. 李燕萍, 張紹蓉, 曾琴, 等. 德爾菲法構建臨床護理人員有效傾聽能力評價指標體系的研究. 中國實用護理雜志, 2013, 29(18): 66-68.
13. 張景嵐, 何志萍, 胡錦梁, 等. 大型公立醫院網絡營銷能力評價指標體系的構建研究. 中國衛生事業管理, 2019, 36(4): 248-250, 292.
14. 陳菁菁. 連續性腎臟替代治療(CRRT)患者容量狀況評分表的研制及臨床實證研究. 福州: 福建醫科大學, 2013.
15. 敬潔, 顧鳳嬌, 蔣文春. 基于結構-過程-結果三維質量評價模式構建手術室護理管理質量評價體系. 護理研究, 2017, 31(29): 3659-3662.
16. 黃春美, 馮志仙, 黃鶯. 護士長領導力測評指標體系的構建. 中華護理雜志, 2016, 51(7): 781-786.
17. 孫振球. 醫學統計學. 4版. 北京: 人民衛生出版社, 2014: 510-514.
18. 吳巧媚, 張利娟, 鄭靜霞. 基于 Delphi 法 ICU 患者誤吸風險評估體系的構建. 護理學報, 2018, 25(2): 1-6.
19. 曹望楠, 蔡景一, 常春. 優序圖法在確定高等醫學院校教師教學能力指標體系權重中的應用. 中華醫學教育雜志, 2014, 34(3): 381-383.
20. 曹婷婷, 蘆桂芝, 王曉慧, 等. 基于德爾菲和優序圖法構建 ICU 醫院感染風險評價指標體系. 護理學雜志, 2016, 31(5): 44-47.
21. 李繼平, 李秋潔, 吳欣娟, 等. 護理管理學. 北京: 人民衛生出版社, 2013: 221.
22. Darke PR, Ashworth L, Main KJ. Great Expectations and broken promises: misleading claims, product failure, expectancy disconfirmation and consumer distrust. Acad Market Sci, 2010, 38(3): 347-362.
23. 曹曉娜, 孫俐, 周子琦, 等. 優質護理服務患者滿意度指標體系的構建. 中國實用護理雜志, 2015, 31(9): 685-688.
24. 厲巖, 陸定中, 文歷陽. 優序圖法在教育評估中的應用. 中國高等醫學教育, 1996(5): 29-31.
25. 劉小康, 蔡景一, 王海俊. 應用優序圖法確定醫學本科生一般能力評價指標體系的研究. 中華醫學教育雜志, 2017, 37(5): 749-752.
26. 唐葶婷. 優質護理在手術室工作中的應用. 中國實用護理雜志, 2013, 29(29): 71-72.

West China Medical Journal

Construction of nursing service quality evaluation system in hemodialysis center based on Delphi method and precedence chart

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