基于用户感知价值的医疗信息服务评价体系构建
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摘要
【目的】以用户感知价值视角,构建一套集"用户、信息技术、医院服务人员"于一体的交互影响式医疗信息服务评价体系。【方法】提出基于主成分分析法统计指标成分占比和实现指标筛选,灰色聚类方法确定指标关联矩阵和临界值且实现指标优化,组合方法的搭建可测评医疗信息服务评价体系质量。【结果】评价指标体系共有9类58项指标为,且服务价值维度权重比例最大为0.2059,风险成本维度权重比例最小为0.0405。【局限】量表问卷数据样本范围较小,指标分值由少数专家打分确定,具有一定程度上的主观性。【结论】贯穿"用户、信息技术、医护人员"三元一体的评价体系能够在理论上为医院医疗信息服务建设、规划与管理提供决策依据,在实践应用上提高医院医疗信息服务的水平和用户的体验满意度。
[Objective] This paper constructs an interactive impact assessment system for medical information services that integrates users, information technology and hospital staff, from the perspective of user perceived value. [Methods] The proportion of statistical indicators and the screening of indicators are proposed based on principal component analysis, the Grey clustering method determines the index correlation matrix and the critical value in order to achieving the index optimization. Establishment of combination method can evaluate the quality of medical information service evaluation system. [Results] The evaluation index system includes 58 indicators and can be divided into 9 categories. The maximum weight proportion of service value dimension is 0.2059, and the minimum weight proportion of risk cost dimension is0.0405. [Limitations] The scale of the questionnaire data is small. The index scores are determined by a few experts and have a certain degree of subjectivity. [Conclusions] The proposed evaluation system can theoretically provide decision-making basis for hospital medical information service construction, planning and management, and improve the level of hospital medical information service and user's experience satisfaction degree in practical application.
[Objective] This paper constructs an interactive impact assessment system for medical information services that integrates users, information technology and hospital staff, from the perspective of user perceived value. [Methods] The proportion of statistical indicators and the screening of indicators are proposed based on principal component analysis, the Grey clustering method determines the index correlation matrix and the critical value in order to achieving the index optimization. Establishment of combination method can evaluate the quality of medical information service evaluation system. [Results] The evaluation index system includes 58 indicators and can be divided into 9 categories. The maximum weight proportion of service value dimension is 0.2059, and the minimum weight proportion of risk cost dimension is0.0405. [Limitations] The scale of the questionnaire data is small. The index scores are determined by a few experts and have a certain degree of subjectivity. [Conclusions] The proposed evaluation system can theoretically provide decision-making basis for hospital medical information service construction, planning and management, and improve the level of hospital medical information service and user's experience satisfaction degree in practical application.
引文
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[5]Redston S,De Botte S,Smith C.Resolving Embarrassing Medical Conditions with Online Health Information[J].International Journal of Medical Informatics,2018,114:101-105.
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[11]赵闯.基于用户感知价值的高校图书馆学科服务评价研究[J].图书馆学研究,2014(18):97-101.(Zhao Chuang.Research on Evaluation of Subject Services in University Libraries Based on User Perceived Value[J].Researches in Library Science,2014(18):97-101.)
[12]孙华.基于用户感知的图书馆服务质量评价体系构建[J].农业网络信息,2016(11):74-77.(Sun Hua.Construction of Library Service Quality Evaluation System Based on User Perception[J].Agriculture Network Information,2016(11):74-77.)
[13]王巍,宿明.基于用户感知价值的医疗信息服务指标体系的构建[J].现代情报,2017,37(2):19-24.(Wang Wei,Su Ming.Construction of the Index System of the Clinical Medical Information Service Based on the User’s Perceived Value[J].Journal of Modern Information,2017,37(2):19-24.)
[14]Sheth J N,Newman B I,Gross B L.Why We Buy What We Buy:A Theory of Consumption Values[J].Journal of Business Research,1991,22(2):159-170.
[15]Woodruff R B.Customer Value:The Next Source for Competitive Advantage[J].Journal of the Academy of Marketing Science,1997,25:139.
[16]Kotler P,Gertner D.Country as Brand,Product,and Beyond:A Place Marketing and Brand Management Perspective[J].Journal of Brand Management,2002,9(4-5):249-261.
[17]Alipour J,Karimi A,Ebrahumi S,et.al.Success or Failure of Hospital Information Systems of Public Hospitals Affiliated with Zahedan University of Medical Sciences:A Cross Sectional Study in the Southeast of Iran[J].International Journal of Medical Informatics,2017,108:49-54.
[18]王巍,曹锦丹.信息服务环境下用户感知价值的构成体系[J].图书馆学研究,2017(5):93-96.(Wang Wei,Cao Jindan.The Composition System of User Perceived Value in Information Service Environment[J].Researches in Library Science,2017(5):93-96.)
[19]顾效瑜.高校财务绩效评价体系构建[J].财会通讯,2018(8):71-74.(Gu Xiaoyu.Construction of University Financial Performance Evaluation System[J].Financial Practices,2018(8):71-74.)
[20]杨军弟,郭欣,谭玉琴,等.北京市三甲医院门诊就诊相关信息服务方式现状调研[J].中国数字医学,2016,11(19):24-28.(Yang Jundi,Guo Xin,Tan Yuqin,et.al.Investigation on the Present Situation of Relevant Information Service Modes of Outpatients of Class-A Tertiary Hospitals in Beijing[J].China Digital Medicine,2016,11(19):24-28.)
[21]郑文婷,赵丽珍.基于信息平台的大型综合医院门诊就医流程优化[J].中国病案,2014,15(6):45-46.(Zheng Wenting,Zhao Lizhen.The Large General Hospital Outpatient Service Medical Treatment Process Optimization Based on the Information Platform[J].Chinese Medical Record,2014,15(6):45-46.)
[22]王燕,陆方.我院建设中门诊就诊流程优化的对比研究[J].中国医疗设备,2018,33(1):160-170.(Wang Yan,Lu Fang.Comparative Study on the Optimization of Outpatient Consultation in the Construction of Intelligent Hospital[J].China Medical Devices,2018,33(1):160-170.)
[23]李远远,云俊.多属性综合评价指标体系理论综述[J].武汉理工大学学报:信息与管理工程版,2009,31(2):305-309.(Li Yuanyuan,Yun Jun.Synthetic Research on the Theory of Multi-attribute Comprehensive Evaluation Index System[J].Journal of Wuhan University of Technology:Information&Management Engineering,2009,31(2):305-309.)
[24]吴清.基于李克特量表的消费养老方式认知度调查[J].技术与市场,2013,20(8):188-191.(Wu Qing.Survey on Consumer Awareness Based on Likert Scale[J].Technology and Market,2013,20(8):188-191.)
[25]李辉,候元元,张惠娜,等.情报3.0背景下科技情报服务能力评价指标体系构建[J].情报理论与实践,2017,40(6):67-71.(Li Hui,Hou Yuanyuan,Zhang Huina,et al.Research on the Construction of Service Capabilities Evaluation Index System of Scientific and Technical Information in Intelligence 3.0[J].Information Studies:Theory&Application,2017,40(6):67-71.)
[26]李博文,吴迪,贺松.基于灰色聚类的ERP能力评价指标的确定[J].价值工程,2018(1):209-210.(Li Bowen,Wu Di,He Song.Determination of ERP Competency Evaluation Index Based on Gray Clustering[J].Value Engineering,2018(1):209-210.)
[27]刘莉.基于粗集-自回归的高校图书馆服务质量评价[J].情报理论与实践,2017,40(3):81-85.(Liu Li.Evaluation of University Libraries Service Quality Based on Rough Sets-Autoregression[J].Information Studies:Theory&Application 2017,40(3):81-85.)
[2]孙俊菲,陈敏.基于云平台的O2O医疗信息服务体系研究[J].中国医院管理,2016,36(6):49-51.(Sun Junfei,Chen Min.Research of O2O Medical Information Service System Based on the Cloud Platform[J].Chinese Hospital Management,2016,36(6):49-51.)
[3]胡玉宁,金新政.我国网络医疗信息服务的特征及模式分析[J].医学信息,2008,21(5):584-585.(Hu Yuning,Jin Xinzheng.Analysis of the Network Medical Information Services’Characteristics and Models in China[J].Medical Information,2008,21(5):584-585.)
[4]胡永昌.医疗服务评价指标体系的构建[J].中国卫生质量管理,2013,20(5):69-71.(Hu Yongchang.Health Services Evaluation Index System Construction[J].Chinese Health Quality Management,2013,20(5):69-71.)
[5]Redston S,De Botte S,Smith C.Resolving Embarrassing Medical Conditions with Online Health Information[J].International Journal of Medical Informatics,2018,114:101-105.
[6]Hur J,Kang K.Dependable and Secure Computing in Medical Information Systems[J].Computer Communications,2012,36(1):20-28.
[7]吴江,李珊珊.在线健康社区用户信息服务使用意愿研究[J].情报科学,2017,35(4):119-125.(Wu Jiang,Li Shanshan.The Research on Users’Willingness to Use Information Service in the Online Health Community[J].Information Science,2017,35(4):119-125.)
[8]Liang C,Gu D,Tao F,et al.Influence of Mechanism of Patient-Accessible Hospital Information System Implementation on Doctor-Patient Relationships:A Service Fairness Perspective[J].Information&Management,2017,54(1):57-72.
[9]Concei??o C,Borges J,Ascenso R M T.The Influence of Information Systems in the Management of Patients Service in the Hospital of Leiria[J].Procedia Computer Science,2015,64:40-46.
[10]邓李君,袁红,杨文建.基于用户感知价值的数字资源利用影响因素与对策研究--以重庆地区高校为例[J].图书情报工作,2013,57(4):44-47.(Deng Lijun,Yuan Hong,Yang Wenjian.Influence Factors and Countermeasure of Digital Resources Utilization Based on User’s Perceived Value:Taking Universities of Chongqing for Example[J].Library and Information Service,2013,57(4):44-47.)
[11]赵闯.基于用户感知价值的高校图书馆学科服务评价研究[J].图书馆学研究,2014(18):97-101.(Zhao Chuang.Research on Evaluation of Subject Services in University Libraries Based on User Perceived Value[J].Researches in Library Science,2014(18):97-101.)
[12]孙华.基于用户感知的图书馆服务质量评价体系构建[J].农业网络信息,2016(11):74-77.(Sun Hua.Construction of Library Service Quality Evaluation System Based on User Perception[J].Agriculture Network Information,2016(11):74-77.)
[13]王巍,宿明.基于用户感知价值的医疗信息服务指标体系的构建[J].现代情报,2017,37(2):19-24.(Wang Wei,Su Ming.Construction of the Index System of the Clinical Medical Information Service Based on the User’s Perceived Value[J].Journal of Modern Information,2017,37(2):19-24.)
[14]Sheth J N,Newman B I,Gross B L.Why We Buy What We Buy:A Theory of Consumption Values[J].Journal of Business Research,1991,22(2):159-170.
[15]Woodruff R B.Customer Value:The Next Source for Competitive Advantage[J].Journal of the Academy of Marketing Science,1997,25:139.
[16]Kotler P,Gertner D.Country as Brand,Product,and Beyond:A Place Marketing and Brand Management Perspective[J].Journal of Brand Management,2002,9(4-5):249-261.
[17]Alipour J,Karimi A,Ebrahumi S,et.al.Success or Failure of Hospital Information Systems of Public Hospitals Affiliated with Zahedan University of Medical Sciences:A Cross Sectional Study in the Southeast of Iran[J].International Journal of Medical Informatics,2017,108:49-54.
[18]王巍,曹锦丹.信息服务环境下用户感知价值的构成体系[J].图书馆学研究,2017(5):93-96.(Wang Wei,Cao Jindan.The Composition System of User Perceived Value in Information Service Environment[J].Researches in Library Science,2017(5):93-96.)
[19]顾效瑜.高校财务绩效评价体系构建[J].财会通讯,2018(8):71-74.(Gu Xiaoyu.Construction of University Financial Performance Evaluation System[J].Financial Practices,2018(8):71-74.)
[20]杨军弟,郭欣,谭玉琴,等.北京市三甲医院门诊就诊相关信息服务方式现状调研[J].中国数字医学,2016,11(19):24-28.(Yang Jundi,Guo Xin,Tan Yuqin,et.al.Investigation on the Present Situation of Relevant Information Service Modes of Outpatients of Class-A Tertiary Hospitals in Beijing[J].China Digital Medicine,2016,11(19):24-28.)
[21]郑文婷,赵丽珍.基于信息平台的大型综合医院门诊就医流程优化[J].中国病案,2014,15(6):45-46.(Zheng Wenting,Zhao Lizhen.The Large General Hospital Outpatient Service Medical Treatment Process Optimization Based on the Information Platform[J].Chinese Medical Record,2014,15(6):45-46.)
[22]王燕,陆方.我院建设中门诊就诊流程优化的对比研究[J].中国医疗设备,2018,33(1):160-170.(Wang Yan,Lu Fang.Comparative Study on the Optimization of Outpatient Consultation in the Construction of Intelligent Hospital[J].China Medical Devices,2018,33(1):160-170.)
[23]李远远,云俊.多属性综合评价指标体系理论综述[J].武汉理工大学学报:信息与管理工程版,2009,31(2):305-309.(Li Yuanyuan,Yun Jun.Synthetic Research on the Theory of Multi-attribute Comprehensive Evaluation Index System[J].Journal of Wuhan University of Technology:Information&Management Engineering,2009,31(2):305-309.)
[24]吴清.基于李克特量表的消费养老方式认知度调查[J].技术与市场,2013,20(8):188-191.(Wu Qing.Survey on Consumer Awareness Based on Likert Scale[J].Technology and Market,2013,20(8):188-191.)
[25]李辉,候元元,张惠娜,等.情报3.0背景下科技情报服务能力评价指标体系构建[J].情报理论与实践,2017,40(6):67-71.(Li Hui,Hou Yuanyuan,Zhang Huina,et al.Research on the Construction of Service Capabilities Evaluation Index System of Scientific and Technical Information in Intelligence 3.0[J].Information Studies:Theory&Application,2017,40(6):67-71.)
[26]李博文,吴迪,贺松.基于灰色聚类的ERP能力评价指标的确定[J].价值工程,2018(1):209-210.(Li Bowen,Wu Di,He Song.Determination of ERP Competency Evaluation Index Based on Gray Clustering[J].Value Engineering,2018(1):209-210.)
[27]刘莉.基于粗集-自回归的高校图书馆服务质量评价[J].情报理论与实践,2017,40(3):81-85.(Liu Li.Evaluation of University Libraries Service Quality Based on Rough Sets-Autoregression[J].Information Studies:Theory&Application 2017,40(3):81-85.)
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