Zheng Jun, Lou Ligang, Xie Ying, Chen Siyao, Li Jun, Wei Jingming, Feng Jingyi
The First Affiliate Hospital of Medical College, Zhejiang University, Hangzhou, 310003, China.
Faculty of Business and Law, Anglia Ruskin University, Bishop Hall Lane, Chelmsford, CM1 1SQ, United Kingdom.
BMC Health Serv Res. 2020 Jul 9;20(1):629. doi: 10.1186/s12913-020-05486-x.
Medical endoscope is widely used in clinical practice for the purpose of diagnosis and treatment, occupying around 5% of the medical device market. Evaluating the true service level of medical endoscope is essential and necessary to improve overall performance of medical diagnosis and treatment, and to maintain competitiveness of endoscope manufacturers, however, such a tool is not available in the market. This study develops an Evaluation Index System (EIS) to assess service level of medical endoscope, and to provide suggestions for improving the service level through the Delphi method.
Firstly, the possible factors influencing the service level were identified from literature review. In parallel, the Delphi expert method questionnaire was designed and 25 experts were invited to conduct three rounds of questionnaire, to evaluate and rate the possible factors. Finally, we determined the weights associated with the factors, using the analytic hierarchy process (AHP) and percentage method, and developed the service level EIS.
The EIS consists of 3 first-level indicators, 24 s-level indicators and 68 third-level indicators. According to the weights computed using AHP, first-level indicators are ranked as post-sale (0.62), in-sale (0.25) and pre-sale (0.13). Through case verification, the medical endoscope brand Olympus had a total score of 4.17, Shanghai Aohua had a total score of 3.71, and Shanghai Chengyun had a total score of 3.28, which matches its market popularity and ranking in terms of market share. The results obtained from the EIS are consistent with the reality.
The EIS established in this study is comprehensive, reliable and reasonable with strong practicality. The EIS can act as a tool for the endoscope users to evaluate potential products and make informed choices. It also provides a measurable basis for endoscope manufacturers and service providers to improve service quality.
医用内窥镜广泛应用于临床诊断和治疗，约占医疗器械市场的5%。评估医用内窥镜的真实服务水平对于提高医疗诊断和治疗的整体性能以及维持内窥镜制造商的竞争力至关重要且必不可少，然而市场上尚无此类工具。本研究通过德尔菲法建立了一个评估指标体系（EIS）来评估医用内窥镜的服务水平，并为提高服务水平提供建议。
首先，通过文献综述确定可能影响服务水平的因素。同时，设计德尔菲专家法问卷，邀请25位专家进行三轮问卷调查，对可能的因素进行评估和评分。最后，使用层次分析法（AHP）和百分比法确定各因素的权重，建立服务水平EIS。
EIS由3个一级指标、24个二级指标和68个三级指标组成。根据AHP计算的权重，一级指标的排序为售后（0.62）、售中（0.25）和售前（0.13）。通过案例验证，医用内窥镜品牌奥林巴斯的总评分为4.17，上海澳华的总评分为3.71，上海成运的总评分为3.28，这与它们的市场知名度和市场份额排名相符。EIS得出的结果与实际情况一致。
本研究建立的EIS全面、可靠、合理，具有较强的实用性。EIS可作为内窥镜用户评估潜在产品并做出明智选择的工具。它也为内窥镜制造商和服务提供商提高服务质量提供了可衡量的依据。
