构建芬兰电话分选服务的绩效测量框架:基于名义组技术的协商一致研究
Hanna Vainio1, Leena Soininen2, Paulus Torkki3
1Department of Public Health, Faculty of Medicine, University of Helsinki, Helsinki, Finland. hanna.vainio@digifinland.fi.
概括
一个新的框架测量了五个维度的电话分拣性能,包括患者体验和成本. 本研究提供了一种结构化的方法,以有效地评估紧急护理电话服务.
科学领域:
- 医疗保健管理的管理
- 医疗保健服务研究 医疗服务研究
- 紧急医疗 紧急医疗
背景情况:
- 医疗保健系统在测量电话分拣效率方面面临着挑战.
- 需要一个全面的框架来评估电话分拣对紧急护理的影响.
研究的目的:
- 构建和验证电话分选服务的绩效测量框架.
- 建立用于评估电话分拣的关键绩效指标.
主要方法:
- 在芬兰与经验丰富的医生一起使用了Delphi方法和名义小组技术 (NGT).
- 通过多个共识轮确定和验证的绩效指标 (PI).
主要成果:
- 开发了一个框架,评估电话分拣在五个维度:可访问性,患者体验,质量/安全,过程结果,和每例成本.
- 建立了八个具体的PI,包括呼叫响应时间,服务实用性和患者合规性.
结论:
- 验证了对电话分拣服务的综合性绩效测量框架.
- 该框架提供了一种结构化的方法,以加强紧急护理电话服务的评估.
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