基于Kano模型的三甲医院门诊服务调查分析

Survey and Analysis of Out-patient Service of the Third-level Grade-A Hospital Based on Kano Model

目的以西部一所综合性三级甲等医院为例,验证Kano模型应用在三级甲等医院门诊服务内容调查分析中的可行性与开展后的应用效果。方法运用自行设计的Kano调查问卷,对门诊700名就诊的患者开展调查,通过Kano模型质量属性分类方法将门诊服务内容进行归类。结果门诊服务内容按照Kano质量属性分类为必备质量、一维质量、魅力质量、逆向质量的分别有8项、8项、3项、2项。结论 Kano模型应用在三级甲等医院门诊服务内容的分类中能够从定性层次上挖掘出服务需方对医疗机构潜在的服务需求。要实现一次卓有成效的管理,在控制基本质量的同时,我们还需要不断完善一维质量与创造魅力质量。

Objective To explore the feasibility and implementation effect of Kano model used in out-patient service towards third-level grade-A hospital through taking as comprehensive hospital in the west as an example. Methods Investigating 700 out-patients with Kano model questionnaire, and classifying the out-patient service content by Kano model analysis method. Results In the Kano model analysis, there were 8 items attributed to must-be quality,8 items attributed to one-dimension quality, 3 items attributed to attractive quality and 2 items attributed to reverse quality. Conclusion Kano model can dig out potential service needs of medical institution. To achievement excellent management performance, one-dimensional quality and attractive quality service should be improved, while the basic properties of services be ensured.