中国卫生事业管理2025，Vol.42Issue(9)：987-995,9.
互联网诊疗平台中医医生服务质量评价指标体系构建研究
Research on the Construction of Service Quality Evaluation Index System for TCM Doctors on Internet Medical Platform
摘要
Abstract
Objective To develop an evaluation index system for the service quality of traditional Chinese medicine doctors on the Internet diagnosis and treatment platform,and provide reference for the follow-up improvement of their service quality and strengthening the management of medical service quality.Methods Referred to the dimension of the service quality evaluation mod-el SERVQUAL,and combined with the characteristics of the TCM medical service model on the Internet medical platform,the e-valuation indicators were obtained from multiple channels such as literature research,industry reports,and online medical plat-forms.The Delphi method was used for expert consultation,and the analytic hierarchy process and entropy weight method were used to calculate the weight of evaluation indicators.Results A framework model for evaluating the service quality of traditional Chinese medicine doctors on the Internet diagnosis and treatment platform was proposed,and the evaluation indicator system was developed,containing 6 dimensions and 42 secondary indicators with assigned weights.Conclusion The evaluation index system for the service quality of TCM doctors is scientific and reliable,which can provide a basis for the follow-up evaluation and manage-ment of the service quality of doctors in the online platform,and promote the improvement of the medical service of Chinese medi-cine in the Internet diagnosis and treatment platform.关键词
互联网诊疗/中医医生/服务质量/评价指标体系Key words
Internet medical care/doctors of Traditional Chinese Medicine/service quality/evaluation index system分类
医药卫生引用本文复制引用
王松,付双乐,是沁,朱佳卿,李强..互联网诊疗平台中医医生服务质量评价指标体系构建研究[J].中国卫生事业管理,2025,42(9):987-995,9.基金项目
教育部哲学社会科学研究重大课题攻关项目"中医药视角的全生命周期健康管理体制机制研究"(24JZD043) （24JZD043）
江苏省社会科学基金青年项目"多主体协同下古籍数字化价值共创模式研究"(23T0C009) （23T0C009）
国家中医药管理局项目"中医药数字化基础性标准研究—中医药信息化发展指数研究"(GHC-2023-ZFGM-018-01) （GHC-2023-ZFGM-018-01）
江苏智慧中医药健康服务工程研究中心开放课题项目(资助号ZHZYY202409)资助 （资助号ZHZYY202409）
2024年度江苏中医药传承创新发展研究基地开放课题"互联网诊疗平台中医医疗服务质量评价指标体系构建研究"(JSZYYJD2024A05) （JSZYYJD2024A05）
