基于Kano模型的口腔医院门诊患者服务需求调查分析

A Survey on Care Needs of Outpatients in Stomatological Hospital based on Kano Model

目的调查口腔医院门诊患者服务需求,探讨提高患者满意度的有效方法。方法 2011年5月-2012年2月根据口腔医院门诊患者特点,设计基于Kano模型的口腔门诊患者服务需求调查问卷,采用方便抽样的方法对150例口腔门诊患者进行问卷调查。结果口腔门诊患者服务需求中必备属性6项,期望属性11项,魅力属性3项,期望属性和魅力属性占70%。象限分析中位于优势区8项,待改进区12项。结论 Kano模型是一种质量属性识别工具,通过问卷调查发现,医院在信息公开、公共设施、预约挂号及优化流程、缩短患者等待时间等方面需改进,以提供高质量的医疗服务质量,满足患者需求。

Objective To assess the care needs of outpatients in stomatological hospital and provide evidence for the improvement of patients＇ satisfaction. Methods According to the characteristics of outpatients in stomatological hospital, a convenience sample of 150 cases was assessed with care needs survey based on Kano Model between May 2011 to February 2012. Results Among all the care needs, 6 were essential, 11 were expected, and 3 had an attractive quality. Essential and attractive care needs accounted for 70% of all items. In the quadrant chart analysis, there were 8 items in competitive advantage district and 12 in the urgent improvement district respectively. Conclusions Kano model is a quality attributive recognition tool. Through the analysis of the questionnaire, we believe the hospital should improve such aspects as information disclosure, public facilities, appointment, optimization process, and shortening patients＇ waiting time, in order to meet patients＇ needs by providing them with high quality services.