健康发展与政策研究2025，Vol.28Issue(1)：18-23,6.DOI:10.12458/HDPR.202411041
基于CRITIC权重法的上海市部分公立医院门诊智慧服务能力评价
Evaluation of outpatient intelligent service capacity in selected public hospitals in Shanghai based on the CRITIC weighting method
摘要
Abstract
Objective To evaluate the current outpatient intelligent service capacities in some public hospitals in Shanghai,and provide reference for improving the capacities.Methods The methodologies for evaluating the outpatient intelligent service capacities of public hospitals were designed.17 typical secondary and above public hospitals of various types in Shanghai were selected.Institutional survey as well as staffquestionnaires were administered to these hospitals.Literature and policy documents were collected together with qualitative interview of key informants to determine the evaluation system of outpatient intelligent service capacities in these hospitals in Shanghai.The outpatient intelligent service capacities of the sample hospitals were evaluated based on the CRITIC weighting method.Results Drawing on an integrative analysis of the literature,pertinent policy documents,and qualitative interviews of key informants,an evaluation framework was established,encompassing 10 major service categories and 26 subcategories.The results of the evaluation of outpatient intelligent service capacities showed that the scores of the top three hospitals ranked by the CRITIC method were 81.585,74.958,and 72.618,respectively,while the bottom three scored 31.844,29.207,and 22.176.Conclusions Shanghai had established a set of comprehensive outpatient intelligent service system integrates online and offline components and covers the entire consultation process-before,during and after the visit.Some hospitals demonstrated strong capacities in delivering outpatient intelligent service,notable challenges remain,including remarkable disparities in service scores across hospitals and suboptimal user experience for certain services.It is recommended that resource investment in outpatient intelligent service be increased,that existing intelligent services be further optimized,and that intelligent service performance be incorporated into the evaluation of public hospitals.关键词
公立医院/门诊/智慧服务/能力/评价Key words
public hospitals/outpatient/intelligent services/capability/evaluation分类
预防医学引用本文复制引用
孙烽,袁家琪,陈英耀,邓清文,梁爱斌..基于CRITIC权重法的上海市部分公立医院门诊智慧服务能力评价[J].健康发展与政策研究,2025,28(1):18-23,6.基金项目
上海市卫生健康委员会政策研究课题(2023HP55) （2023HP55）
