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目的分析政府热线考核评价指标体系构建方法,构建12320卫生热线考核评价指标体系。方法2013年3月,采用文献研究、专家小组讨论以及德尔菲法,建立考核评价指标体系,采用模糊综合评判法确定评价指标权重。结果 3轮专家咨询回收率均在90%以上,权威程度均在0.9以上,协调系数差异有统计学意义(P<0.05),最终构建的12320卫生热线考核评价指标体系包含4个一级指标、13个二级指标、50个三级指标,其中4个一级指标基本保障、机构建设、服务运行和社会评价的权重值分别是20.0、27.5、42.5和10.0。结论 12320卫生热线考核评价指标体系具有较为合理的结构,评价内容较为完整全面,有利于12320卫生热线考核评价工作的开展。
Objective To analyze the construction method of government hotline assessment index system and to construct 12320 health hotline assessment index system. Methods In March 2013, using the literature research, expert panel discussions and Delphi method, the evaluation index system was established, and the fuzzy comprehensive evaluation method was used to determine the weight of evaluation index. Results The consultation rate of three rounds of experts was above 90%, the authority level was above 0.9, and the difference of coordination coefficient was statistically significant (P <0.05). Finally, the index system of 12320 health hotline evaluation included 4 first- 13 second-level indicators and 50 third-level indicators. Among them, the basic protection of four first-level indicators is 20.0, 27.5, 42.5 and 10.0 respectively for institution building, service operation and social evaluation. Conclusion 12320 health hotline assessment index system has a more reasonable structure, the evaluation content is more complete and comprehensive, is conducive to 12320 health hotline evaluation and evaluation work carried out.