基于Kano模型的医院门诊服务需求调查分析

A survey and analysis of medical needs towards out-patient clinic service based on Kano model

目的探讨Kano模型在医院门诊服务调查的可行性及实施效果。方法自行设计Kano模型门诊服务需求调查问卷,调查门诊就诊患者,运用Kano模型分析方法,确定门诊服务属性,作象限图分析。结果 Kano模型分析中分属必备质量、期望质量、魅力质量的服务项目分别有11、12、2项,象限图分析中位于竞争优势区、急待改进区、等待观察区的服务项分别有12、9、4项。结论 Kano模型可以用于门诊服务需求调查,该医院门诊医疗质量得到大多数门诊患者的首肯,门诊管理要实现卓越管理绩效,在保证基本属性服务的基础上,应专注魅力属性服务。

Objective To explore the feasibility and implementation effect of Kano model used in out-patient service investiga- tion. Methods We investigated out-patients with Kano model questionnaire of demand out-patient service,and determined the out- patient services by Kano model analysis method,and then made quadrant analysis. Results In the Kano model analysis,there were 11 items attributed to must be quality, 12 attributed to one-dimensional quality, and 2 attributed to attractive quality. In the quadrant chart analysis, there were 12 items of the outpatient services in the competitive advantage district,9 in the urgent improvement dis- trict,and 4 in the district of waiting for the observation. Conclusion Kano model can be used for out-patient service investigation, and the quality of outpatient medical approved by a majority of out-patients. To achieve excellent management performance, we should focus on attractive quality services,while ensuring the basic properties of services.