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Table 2 Evaluation indicators system of surgical tourism service organizations

From: How to evaluate surgical tourism service organizations in China: indicators system development and a pilot application

Dimension

I Level indicators

II Level indicators

Comment

1. Structure quality

1.1 Organization structuring

1.1.1 Qualifications and practices

Necessary item

  

1.1.2 Cultural advancement

Necessary item

  

1.1.3 Architecture and environment

Necessary item

  

1.1.4 Organizational management structure

Necessary item

  

1.1.5 Disease and specialty construction

Necessary item

  

1.1.6 Surgical tourism service centre

Necessary item

  

1.1.7 Location and surrounding environment

Necessary item

  

1.1.8 Hospitalization service settings

 
  

1.1.9 Outpatient service setup

 
 

1.2 Institutional improvement

1.2.1 Service planning and positioning

Necessary item

  

1.2.2 Rules and procedures

Necessary item

 

1.3 Service assurance

1.3.1 Staffing basics

Necessary item

  

1.3.2 Infrastructure and equipment

Necessary item

  

1.3.3 Hospital environment

Necessary item

  

1.3.4 Medical service center

 
  

1.3.5 Medical equipment

 
  

1.3.6 Logistic support service

 

2. Process quality

2.1 Operations management

2.1.1 Management and certification

Necessary item

  

2.1.2 Capacity building

Necessary item

  

2.1.3 Emergency and complaint response

Necessary item

  

2.1.4 Information construction

Necessary item

  

2.1.5 Marketing and publicity

 
 

2.2 Service supervision

2.2.1 Core healthcare systems and patient safety goals

Necessary item

  

2.2.2 Personal privacy and health records management

Necessary item

  

2.2.3 Dispute prevention and settlement

Necessary item

  

2.2.4 Infection control

Necessary item

  

2.2.5 Medical ethics management

Necessary item

  

2.2.6 Continuity of service

 
 

2.3 Service project

2.3.1 Multiplicity of service

Necessary item

  

2.3.2 Prices and charges

Necessary item

  

2.3.3 Personalized service

 
  

2.3.4 Other services

 

3. Outcome quality

3.1 Service effectiveness

3.1.1 Performance and safety

Necessary item

  

3.1.2 Satisfaction

Necessary item

 

3.2 Service efficiency and effectiveness

3.2.1 Efficiency of surgical tourism services

Necessary item

  

3.2.2 Economic effectiveness

Necessary item

  

3.2.3 Awards

 
 

3.3 Discipline development and influence

3.3.1 Academic impact and achievements

 
  

3.3.2 Teaching and training