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目的构建护理服务质量关键指标评价体系,为规范化的护理服务质量评价提供参考依据。方法采用文献回顾和结构式专家访谈初步确定评价指标框架,应用Delphi法进行两轮专家函询,结合重要性赋值及层次分析法确定各级指标权重,并对函询结果进行统计分析。结果第1轮和第2轮函询的专家权威系数分别为0.748、0.756;专家积极系数分别为100.00%、92.11%,专家协调程度分别为0.365和0.463(P<0.01),专家意见集中程度较高,最终形成了包含结构、过程、结果的3项一级指标、6项二级指标、25项三级指标的护理质量关键指标评价体系。结论基于Delphi法构建的护理服务质量评价体系意见集中,可信度高,可作为临床护理服务质量的评价工具。
Objective To construct the key index evaluation system of nursing service quality and provide a reference for the standardization of nursing service quality evaluation. Methods A review of the literature and a structured interview with experts were conducted to determine the framework of the evaluation index. Two rounds of expert interviews were conducted using the Delphi method. The weights of indicators at all levels were determined with the assignment of importance and AHP, and the statistical analysis of the results was carried out. Results The experts’ authoritative coefficients of round 1 and round 2 were 0.748 and 0.756 respectively. The positive coefficients of experts were 100.00% and 92.11% respectively. The expert coordination degree was 0.365 and 0.463 respectively (P <0.01) High, eventually formed a three indicators of the structure, process, results of the first level indicators, six second-level indicators, 25 third-level indicators of the quality of care key indicators evaluation system. Conclusion The nursing service quality evaluation system based on the Delphi method has a high degree of credibility and can be used as an evaluation tool for the quality of clinical nursing service.