摘要
目的:运用Kano模型分析贵州省某三甲医院门诊非医疗技术服务需求。方法:基于Kano模型,以服务需求问卷与满意度测评问卷为工具,在贵州省某三甲医院随机抽取200名门诊患者进行现场调查。结果:Kano模型需求评价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6、13、5项。结论:Kano模型可以用于门诊服务需求调查,门诊管理要实现卓越管理绩效,应定期监测服务属性变化,在保证基本属性服务的基础上,专注魅力属性服务,并结合数据象限图,明确服务项目薄弱环节。
Objective ：The aim of this study was to explore the feasibility of Kano model and to propose a conceptual framework for identifying the key drivers of the non - technical services. Methods： A Kano - type questionnaire was developed as the survey instrument. In total, 200 adult outpatients participated in this study. Results： In the Kano model analysis, there were 6 items attributed to must - be quality, 13 attributed to one -dimensional quality, and 5 attributed to attractive quality. Conclusion： Kano model can be used for outpatient service investigation. It is necessary to evaluocte patientsjexpectations regularly. To achieve excellent management performance, we should focus on attractive quality services, while ensuring the basic properties of services. In addition, it is also useful to determine the strengths and weaknesses in healthcare service by means of using Kano diagram.
出处
《医学与社会》
2016年第2期57-60,共4页
Medicine and Society
