人文服务在门诊的实施及Kano模型调查分析

Humanistic Service in Outpatients and the Kano Model Analysis

目的探讨Kano模型在医院门诊人文服务的可行性及实施效果。方法自行设计Kano模型门诊人文服务需求调查问卷,调查门诊就诊患者,运用Kano模型分析方法,在分析切入点的基础上在门诊强化人文服务,并比较实施前后满意度情况。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9、8、2项,实施人文服务后,患者的满意度明显增加。结论 Kano模型可以用于门诊服务需求调查,该医院门诊人文服务质量得到大多数门诊患者的肯定,门诊人文服务能提高患者的满意度,从而降低医疗纠纷,缓解医患矛盾,提高医院知名度。

Objective：This article aimed to discusse the feasibility and effects of humanistic service using Kano model in outpatients .Methods：Using a self-designed Kano model outpatient humanistic service demand question-naire investigated clinic patients by using the Kano model analysis method , implementing humanistic service in the outpatient on the base of analyzing the starting point , and compare the satisfaction situation before and after the im-plementation .Results：There are service items including necessary quality , expected quality , attractive quality in Kano model analysis , 9, 8, 2 items respectively.After the implementation of humanistic service , patient＇s satisfac-tion increased significantly .Conclusion：The Kano model can be used in the outpatient services .The outpatient hu-manistic service could get the approvals from most outpatient patients .Outpatient humanistic service can improve the satisfaction of patients , so as to reduce medical disputes , alleviate conflicts between the doctors and patients , and improve the hospital popularity .