School of Design Art, Xiamen University of Technology, Xiamen, 361024, China.
School of Business and Management, Xiamen University of Technology, Xiamen, 361024, China.
Sci Rep. 2024 Nov 2;14(1):26407. doi: 10.1038/s41598-024-71224-6.
As medical informatization continues to progress, the sophistication of smart medicine (SM) systems has led to a marked enhancement in the caliber of medical services provided. Nevertheless, the existing body of literature is sparse when it comes to frameworks for evaluating service quality, specifically within the domain of smart medicine (SM). Drawing on a hybrid multi-criteria decision-making model that fuses the best-worst method (BWM) with the VIKOR approach, this research has crafted an innovative framework for assessing the service quality of SM. BWM was used to obtain the weights of all dimensions and indicators under each dimension. Then, the service quality of hospitals H1, H2 and H3 in Xiamen was evaluated using the VIKOR method. The results showed that smart appointments, diagnosis and treatment are three important dimensions to evaluate SM service quality in medical institutions. The stability and robustness of the model were proved through sensitivity analysis. Findings suggest that hospitals can strengthen the construction of their appointment information platforms, the quality management of internal doctors, and the information connection between self-service terminals and information platforms to improve hospital service quality in the construction of smart medicine.
随着医疗信息化的不断推进，智慧医疗（SM）系统的复杂性使得所提供的医疗服务质量有了显著提高。然而，现有的文献资料对于智慧医疗（SM）领域的服务质量评估框架还很匮乏。本研究采用一种混合多准则决策模型，将最佳最差方法（BWM）与 VIKOR 方法相结合，为智慧医疗服务质量评估构建了一个创新的框架。BWM 用于获取各维度及其下所有指标的权重。然后，采用 VIKOR 方法对厦门的 H1、H2 和 H3 医院的服务质量进行评估。结果表明，智能预约、诊断和治疗是评估医疗机构智慧医疗服务质量的三个重要维度。通过敏感性分析证明了模型的稳定性和健壮性。研究结果表明，医院可以加强预约信息平台建设、内部医生质量管理以及自助服务终端与信息平台的信息连接，以改善智慧医疗建设中的医院服务质量。
