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目的:对某市某公立性、三甲综合医院2012-2014年29个临床科室的服务质量进行评估,探究各科室经营情况,为医院管理者提供决策支持。方法:采用信息系统的电子病历数据,通过数据的整合清洗以确定具有代表性的11个指标的评价体系。基于TOPSIS法和RSR法,利用R进行统计分析,得到综合评价的结果。结果:通过TOPSIS法综合函数评分排名前三名:心血管科、消化科、妇产科;最后三名:疼痛科、皮肤科、口腔科。RSR法评价各科室中被评为优级科室的有13个科室,良级科室11个,差级科室5个。结论:TOPSIS法和RSR法相结合能够准确高效的评价医院临床科室服务质量的情况,评价结果具有合理性、综合性和可行性。
OBJECTIVE: To assess the service quality of 29 clinical departments in a public hospital and the top three general hospital in 2012-2014, to explore the operation of each department and to provide decision support to hospital managers. Methods: The electronic medical record data of the information system was used to determine the representative evaluation system of 11 indicators through the data integration and cleaning. Based on TOPSIS method and RSR method, using R for statistical analysis, we get the result of comprehensive evaluation. Results: The top three scores by TOPSIS comprehensive function score: cardiovascular, gastroenterology, obstetrics and gynecology; the last three: pain, dermatology, dentistry. There are 13 departments, 11 good departments and 5 differential departments in RSR evaluation departments. Conclusion: The combination of TOPSIS and RSR can accurately and efficiently evaluate the service quality of clinical departments in hospitals. The evaluation results are reasonable, comprehensive and feasible.