评估医疗服务质量的综合多标准决策方法:以提供者为中心的评估
Anil Gurjar1,2, Anupam Ghosh2
1School of Business, UPES , Dehradun, India.
Journal of health organization and management
|September 9, 2025
概括
本研究从提供者的角度确定了关键的医疗服务质量 (HSQ) 驱动因素:医疗人员质量,政府支持和人员可用性. 这些因素对于改善印度的医疗保健服务至关重要.
科学领域:
- 医疗保健管理的管理
- 提高质量 提高质量
- 运营研究 运营研究
背景情况:
- 医疗保健服务质量 (HSQ) 对于有效的医疗保健服务至关重要.
- 以前的研究往往侧重于最终用户的观点,忽视了提供商的洞察力.
- 需要一个结构化的方法来优先考虑资源分配的HSQ因素.
研究的目的:
- 从服务提供者的角度来看,提出一个多层次的,综合的方法来优先考虑影响HSQ的因素.
- 在印度医疗保健环境中识别和排名HSQ的关键决定因素.
- 为改善医疗保健服务提供提供指导资源分配.
主要方法:
- 使用了综合决策试验和评估实验室 (DEMATEL),解释性结构建模 (ISM) 和影响矩阵交叉乘法应用到一个分类 (MICMAC) 方法.
- 根据其影响力和依赖力的力量对影响变量进行分类.
- 进行敏感性分析以确保结果的稳定性和一致性.
主要成果:
- 确定了"医务人员的质量" (经验,教育),"政府支持" (资金,保险) 和"医生和辅助人员的可用性"作为影响HSQ的关键因素.
- 这些关键因素被发现是驱动和驱动的.
- 敏感性分析证实了各种样本大小的研究结果的可靠性和一致性.
结论:
- 这项研究从服务提供者的角度对HSQ进行了独特的评估,超越了传统的以客户为中心的模式,如SERVQUAL.
- 采用综合多标准决策 (MCDM) 方法对HSQ因素进行新的评估.
- 证明了综合决策工具在解决医疗保健质量提升中复杂,相互依存的问题方面的有效性.
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