Construction of a Quality Evaluation system for Emergency Pre-examination and Triage under the Normalization of the COVID-19 Epidemic based on the SERVQUAL Model

Abstract

Background: The effect of emergency epidemic prevention and control and the quality of emergency pre-testing and triage under the normalization of COVID-19 epidemics was evaluated by quality evaluation system based on the SERVQUAL model. Objectives: This study aimed to develop a quality evaluation system for emergency pre-test and triage under a normal COVID-19 epidemic, based on the SERVQUAL model. Methods: Based on the SERVQUAL model, a quality evaluation system of emergency pre-examination and triage under the normalization of the COVID-19 epidemic was developed. Two rounds of expert consultation were conducted by the Delphi method, involving 15 experts. Results: The recovery rates for the two rounds of expert consultation were 100 %, the expert authority coefficient was 0.954, and the Kendall coordination coefficients were 0.273 and 0.182. The coefficients of variation of the three-level indicators of the two rounds of expert consultation were 0.003-0.275 and 0.052-0.125, respectively. An evaluation system including 5 first-level indicators, 14 second-level indicators, and 42 third-level indicators of 5 dimensions (tangibility, reliability, responsiveness, assurance, and empathy) of the SERVQUAL model was established. Conclusion: Based on the SERVQUAL model, a quality evaluation system for emergency pre-examination and triage under the normalization of the COVID-19 epidemic situation was completed. It reflected the medical services, triage, and epidemic prevention and control required to provide the requisite quality of emergency pre-examination and triage under the normalization of the COVID-19 epidemic situation. It provided a reference for the quality supervision of emergency pre-examination and triage under the normalization of the COVID-19 epidemic situation.