Development of service quality evaluation indicators for brain-heart health management outpatient clinics
10.3760/cma.j.cn115682-20240125-00494
- VernacularTitle:脑心健康管理门诊服务质量评价指标的构建研究
- Author:
Yanqiu WENG
1
;
Mengting QIAO
;
Mengxia CHEN
;
Lingjuan ZHANG
Author Information
1. 海军军医大学第一附属医院临床护理学教研室，上海 200433
- Publication Type:Journal Article
- Keywords:
Stroke;
Health management;
Service quality;
Delphi method;
Specialty nursing
- From:
Chinese Journal of Modern Nursing
2025;31(3):327-332
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To construct service quality evaluation indicators for brain-heart health management outpatient clinics, providing a reference for the standardized, high-quality management and evaluation of brain-heart health management clinics.Methods:Based on Donabedian's "structure-process-outcome" three-dimensional quality evaluation theory, the initial evaluation indicators were drafted after reviewing relevant literature and conducting qualitative interviews. After two rounds of Delphi expert consultation, the final service quality evaluation indicators for brain-heart health management outpatient clinics were established.Results:The effective response rate for the questionnaires from both rounds of expert consultation was 100.00% (15/15). The experts' authority coefficients were 0.925 and 0.930, respectively, the variation coefficients of the indicators were 0 to 0.21 and 0 to 0.19, and the Kendall concordance coefficients were 0.231 and 0.219 ( P<0.01). The final service quality evaluation indicators for brain-heart health management outpatient clinics included three primary indicators, nine secondary indicators, and 23 tertiary indicators, with specific definitions for the tertiary indicators. Conclusions:The service quality evaluation indicators for brain-heart health management outpatient clinics constructed in this study are scientific and reliable. The indicators reflect the specialty of brain-heart health management and highlight the professional value of brain-heart health managers, providing a reference for the high-quality development of brain-heart health management.
