????? 目的 探讨构建医院员工服务积极性评价指标体系。方法 基于文献研究，按照“动机行为—成效表现—宗旨目标”的思路，采取关键业绩指标法构建评价指标体系，并用改良的Delphi法对指标体系进行初步评价。结果 医院员工服务积极性指标体系包括工作主动性、服务质量和公益性活动参与的3个维度；除个别二、三级指标尚需要进一步认证和调整外，服务积极性评价指标体系基本上得到专家认可，预测精度较高且专家们协调程度较高。结论 服务积极性评价指标的设定为调动医院员工服务积极性提供了可能的切入点和必要参考。

???? Objective To set a service enthusiasm evaluation index system of medical staffs in hospitals.Methods Based on literature research, the evaluation index system is used by taking KPI method，according to the thought about “motivation and behavior–performance–mission and goal”，and the system is assessed using improved DELPHI method.Results There are 3 dimensions in the service enthusiasm evaluation system, including work initiative，serve quality and presentation to activities for public interests；the system is nearly completely agreed by experts except a few individual indicators which belong to II and III level index， with higher forecast precision. And it shows that the experts have better compatibility.Conclusion Setting service enthusiasm evaluation system is good for offering the probability of starting point and essential reference to promote the real service enthusiasm of medical staff in hospitals.