ABSTRACT
Objective: To build a quality evaluation system for emergency pre-test and triage under a normal COVID-19 epidemic, based on the Servqual model, and to improve the effect of emergency epidemic prevention and control and the quality of emergency pre-testing and triage under the normalization of COVID-19 epidemics. Methods: Based on the Servqual model, a quality evaluation system of emergency pre-examination and triage under the normalization of 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 (feasibility, reliability, responsiveness, security, 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 reflects 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 provides a reference for the quality supervision of emergency pre-examination and triage under the normalization of the COVID-19 epidemic situation.