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.	蒋文春, 温贤秀, 顾凤娇. 应用德尔菲法和层次分析法构建血液透析室护理管理质量评价标准体系. 护理学报, 2018, 25(18): 16-21.
3.	吴月凤, 李婷. 我国护理质量评价现状与思考. 解放军医院管理杂志, 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 模型的护患双方感知护理服务质量调查分. 护理学杂志, 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.	唐宁. 基于 SERVQUAL 的某医院服务治疗测评及改进对策. 衡阳: 南华大学, 2013.
10.	王梦娜, 甘秀妮, 盛晓敏, 等. 基于服务质量差距模型构建腹部手术患者护理服务质量评价指标体系的研究. 中国实用护理杂志, 2016, 32(18): 1416-1421.
11.	葛梅. 移动互联网环境下医疗服务质量评价方法的创新应用. 中国医院管理, 2018, 38(3): 37-39.
12.	李燕萍, 张绍蓉, 曾琴, 等. 德尔菲法构建临床护理人员有效倾听能力评价指标体系的研究. 中国实用护理杂志, 2013, 29(18): 66-68.
13.	张景岚, 何志萍, 胡锦梁, 等. 大型公立医院网络营销能力评价指标体系的构建研究. 中国卫生事业管理, 2019, 36(4): 248-250, 292.
14.	陈菁菁. 连续性肾脏替代治疗(CRRT)患者容量状况评分表的研制及临床实证研究. 福州: 福建医科大学, 2013.
15.	敬洁, 顾凤娇, 蒋文春. 基于结构-过程-结果三维质量评价模式构建手术室护理管理质量评价体系. 护理研究, 2017, 31(29): 3659-3662.
16.	黄春美, 冯志仙, 黄莺. 护士长领导力测评指标体系的构建. 中华护理杂志, 2016, 51(7): 781-786.
17.	孙振球. 医学统计学. 4版. 北京: 人民卫生出版社, 2014: 510-514.
18.	吴巧媚, 张利娟, 郑静霞. 基于 Delphi 法 ICU 患者误吸风险评估体系的构建. 护理学报, 2018, 25(2): 1-6.
19.	曹望楠, 蔡景一, 常春. 优序图法在确定高等医学院校教师教学能力指标体系权重中的应用. 中华医学教育杂志, 2014, 34(3): 381-383.
20.	曹婷婷, 芦桂芝, 王晓慧, 等. 基于德尔菲和优序图法构建 ICU 医院感染风险评价指标体系. 护理学杂志, 2016, 31(5): 44-47.
21.	李继平, 李秋洁, 吴欣娟, 等. 护理管理学. 北京: 人民卫生出版社, 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.	曹晓娜, 孙俐, 周子琦, 等. 优质护理服务患者满意度指标体系的构建. 中国实用护理杂志, 2015, 31(9): 685-688.
24.	厉岩, 陆定中, 文历阳. 优序图法在教育评估中的应用. 中国高等医学教育, 1996(5): 29-31.
25.	刘小康, 蔡景一, 王海俊. 应用优序图法确定医学本科生一般能力评价指标体系的研究. 中华医学教育杂志, 2017, 37(5): 749-752.
26.	唐葶婷. 优质护理在手术室工作中的应用. 中国实用护理杂志, 2013, 29(29): 71-72.

1. Lin ZH. Nephrology in China. Nat Rev Nephrol, 2013, 9(9): 523-528.
2. 蒋文春, 温贤秀, 顾凤娇. 应用德尔菲法和层次分析法构建血液透析室护理管理质量评价标准体系. 护理学报, 2018, 25(18): 16-21.
3. 吴月凤, 李婷. 我国护理质量评价现状与思考. 解放军医院管理杂志, 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 模型的护患双方感知护理服务质量调查分. 护理学杂志, 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. 唐宁. 基于 SERVQUAL 的某医院服务治疗测评及改进对策. 衡阳: 南华大学, 2013.
10. 王梦娜, 甘秀妮, 盛晓敏, 等. 基于服务质量差距模型构建腹部手术患者护理服务质量评价指标体系的研究. 中国实用护理杂志, 2016, 32(18): 1416-1421.
11. 葛梅. 移动互联网环境下医疗服务质量评价方法的创新应用. 中国医院管理, 2018, 38(3): 37-39.
12. 李燕萍, 张绍蓉, 曾琴, 等. 德尔菲法构建临床护理人员有效倾听能力评价指标体系的研究. 中国实用护理杂志, 2013, 29(18): 66-68.
13. 张景岚, 何志萍, 胡锦梁, 等. 大型公立医院网络营销能力评价指标体系的构建研究. 中国卫生事业管理, 2019, 36(4): 248-250, 292.
14. 陈菁菁. 连续性肾脏替代治疗(CRRT)患者容量状况评分表的研制及临床实证研究. 福州: 福建医科大学, 2013.
15. 敬洁, 顾凤娇, 蒋文春. 基于结构-过程-结果三维质量评价模式构建手术室护理管理质量评价体系. 护理研究, 2017, 31(29): 3659-3662.
16. 黄春美, 冯志仙, 黄莺. 护士长领导力测评指标体系的构建. 中华护理杂志, 2016, 51(7): 781-786.
17. 孙振球. 医学统计学. 4版. 北京: 人民卫生出版社, 2014: 510-514.
18. 吴巧媚, 张利娟, 郑静霞. 基于 Delphi 法 ICU 患者误吸风险评估体系的构建. 护理学报, 2018, 25(2): 1-6.
19. 曹望楠, 蔡景一, 常春. 优序图法在确定高等医学院校教师教学能力指标体系权重中的应用. 中华医学教育杂志, 2014, 34(3): 381-383.
20. 曹婷婷, 芦桂芝, 王晓慧, 等. 基于德尔菲和优序图法构建 ICU 医院感染风险评价指标体系. 护理学杂志, 2016, 31(5): 44-47.
21. 李继平, 李秋洁, 吴欣娟, 等. 护理管理学. 北京: 人民卫生出版社, 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. 曹晓娜, 孙俐, 周子琦, 等. 优质护理服务患者满意度指标体系的构建. 中国实用护理杂志, 2015, 31(9): 685-688.
24. 厉岩, 陆定中, 文历阳. 优序图法在教育评估中的应用. 中国高等医学教育, 1996(5): 29-31.
25. 刘小康, 蔡景一, 王海俊. 应用优序图法确定医学本科生一般能力评价指标体系的研究. 中华医学教育杂志, 2017, 37(5): 749-752.
26. 唐葶婷. 优质护理在手术室工作中的应用. 中国实用护理杂志, 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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