CAJ | 학술논문

目的：制定适合河南省基层医疗机构的出院病人满意度的评价指标体系。方法参考国际上通用的满意度调查量表，结合2000年至今的国内相关研究，采用焦点小组讨论法和访谈法确定条目池。将初步确定的评价问卷以信函或电子邮件方式寄送给专家，采用3轮 Delphi 法确定满意度评价指标体系，形成调查问卷。采用 Delphi 法和层次分析法（AHP）相结合的方法确定权重，采用 Yaahp 软件计算权重；采用 SPSS 18.0统计软件计算调查问卷的信度和效度。结果经3轮专家咨询，最终确定1级指标5项，2级指标32项。1级指标间、1级指标内的2级指标间的一致性比率均＜0.1，3轮专家积极系数均＞85％，专家总体权威系数为0.84，专家咨询二级指标的变异系数为0.021~0.150，肯德尔和谐系数为0.4~0.5，说明专家咨询的可靠性较高。问卷 Cronbachˊs α系数为0.941，重测信度组内相关系数 ICC 均≥0.95，结构效度各项测评指标因子的共同度均≥0.4，因子分析显示6个因子解释了70.77％的总变异。结论本研究制定的量表专家可靠程度较高，有较好的信度和效度，可作为出院病人对基层医疗机构服务质量满意度的调查工具。
목적：제정괄합하남성기층의료궤구적출원병인만의도적평개지표체계。방법삼고국제상통용적만의도조사량표，결합2000년지금적국내상관연구，채용초점소조토론법화방담법학정조목지。장초보학정적평개문권이신함혹전자유건방식기송급전가，채용3륜 Delphi 법학정만의도평개지표체계，형성조사문권。채용 Delphi 법화층차분석법（AHP）상결합적방법학정권중，채용 Yaahp 연건계산권중；채용 SPSS 18.0통계연건계산조사문권적신도화효도。결과경3륜전가자순，최종학정1급지표5항，2급지표32항。1급지표간、1급지표내적2급지표간적일치성비솔균＜0.1，3륜전가적겁계수균＞85％，전가총체권위계수위0.84，전가자순이급지표적변이계수위0.021~0.150，긍덕이화해계수위0.4~0.5，설명전가자순적가고성교고。문권 Cronbachˊs α계수위0.941，중측신도조내상관계수 ICC 균≥0.95，결구효도각항측평지표인자적공동도균≥0.4，인자분석현시6개인자해석료70.77％적총변이。결론본연구제정적량표전가가고정도교고，유교호적신도화효도，가작위출원병인대기층의료궤구복무질량만의도적조사공구。
Objective To formulate an index system suitable for evaluating the satisfaction of patients discharged from the primary medical institutions in Henan Province. Methods Making reference to the satisfaction survey table commonly used in the world,and literature review home from 2000 till now and using focus group discussion expansion method and interview method,item pools were developed and then sented the preliminary evaluation questionnaire by mail or E - mail to experts. The final satisfaction index system was determined through 3 rounds of Delphi method and so the survey questionnaire was formulated. The method of combining Delphi and analytic hierarchy process(AHP)was used to determine the weight,which was calculated by Yaahp software;SPSS 18. 0 statistical software was used to assess its reliability and validity. Results After three rounds of expert consultation,5 first class indicators and 32 second class indicator were determined. The consistency ratios between the first indicators and the second indicators were all < 0. 1;the positive coefficients of the experts in the 3 rounds were higher than 85% ;the overall expert authority coefficient was 0. 84;the variation coefficient of expert while consulting the second class indicators was 0. 021 - 0. 150;the Kendall coefficient of concordance was 0. 4 - 0. 5;which indicated higher reliability of the expert consultation. The Questionnaire total Cronbach ˊs alpha coefficient was 0. 941;the intra - class correlation coefficients (ICCs)of test - retest reliability were all≥0. 95;the common degrees of each evaluation index factor regarding construct validity were all≥0. 4;factor analysis showed that 6 factors explained 70. 77% of the total variance. Conclusion The evaluation scale formulated in this research has a higher expert reliability degree with better reliability and validity,so it can serve as a useful investigation tool for the discharged patientsˊ satisfaction with the service quality of the primary medical institutions.