Kano模型在急诊服务质量改进中的应用

Application of Kano Model in the Quality Improvement of Emergency Services

目的评价Kano模型在急诊科医疗服务质量管理中的作用。方法调查在急诊科就诊、留观的患者,应用Kano模型确定各类服务属性,分别为必备质量、一元质量、魅力质量、无差异质量和逆向质量五类,并根据重要度和满意度作象限图分析。结果根据Kano模型,得出属于必备质量25项、一元质量12项、魅力质量8项、无差异质量2项和逆向质量3项。用象限图分析位于竞争优势区25项、改进区15项、保留区6项,观察区4项。结论 Kano模型能识别急诊科各类医疗服务质量,区分不同服务的重要度和满意度,为急诊医疗服务质量改进提供依据和方向。

Objectives To assess the role of Kano Model in the service quality control in the Emergency Department. Methods Patients who visited the Emergency Department and who were preserved in the observation room were surveyed. On five dimensions that the Kano model categorized, namely, the Must-be Quality, One-dimensional Quality, Attractive Quality, Indifferent Quality and Reverse Quality, the collected data were analyzed by drawing quadrantal diagrams according to the importance and satisfaction. Results In accordance with the Kano model, altogether 25 items were attributed to Must- be Quality, 12 to One-dimensional Quality, 8 to Attractive Quality, 2 to Indifferent Quality, and 3 to Reverse Quality. By quadrantal diagram analysis, it was found that 25 of them were located in the Competitive Advantage district, 15 in the Improvement district, 6 in the Reserved district, and 4 in the Observed district. Conclusions Kano model can identify the quality of different services in Emergency Depamnent, and distinguish them by their importance and satisfaction, thus providing evidence and direction for quality improvement in emergency services.