基于Kano模型的三甲医院门诊患者信息化服务需求的调查分析

Investigation and Analysis of Outpatient Information Service Demand in Third-Class A Hospital Based on Kano Model

目的:基于Kano模型调查某三甲医院门诊患者信息化服务需求,为医院门诊信息化系统建设与优化提供依据。方法:设计Kano模型的门诊患者信息化需求调查问卷,对643名门诊患者进行调查,问卷包括5个维度共21项指标。通过Kano模型质量属性分类方法将门诊信息化服务内容进行归类。结果:调查得出17项期望需求,3项魅力需求,1项无关需求,无必备需求和逆向需求。门诊患者对信息化服务需求项目的满意度评价为59.6%～79.3%,重要度评价为36.0%～81.4%。结论:Kano模型能从定性层次上挖掘出患者对医院潜在的信息服务需求。要实现一次卓有成效的管理,在满足基本需求的同时,还需不断完善魅力需求,以提升医院的优势竞争力。

Objective: Based on the Kano model, the informatization service demands of outpatients in Third-Class A hospital are investigated to provide a basis for the construction and optimization of hospital outpatient informatization system. Methods: A questionnaire is designed to investigate the informatization demands of outpatients in Kano model. A total of 643 outpatients are investigated. The questionnaire includes 5 dimensions and 21 indicators. The quality attribute classification method of Kano model is used to classify the content of outpatient information service. Results: According to the survey, there are 17 expected demands,3 charming demands, 1 irrelevant demand, and no necessary demand or adverse demand. The satisfaction evaluation of outpatients on the information service demand project is 59.6%~79.3%, and the importance evaluation is 36.0%~81.4%. Conclusion: Kano model can explore patients’ potential information service demands for hospital at the qualitative level. In order to achieve an effective management, hospital should not only meet the basic demands, but also constantly improve the charming needs, so as to enhance the competitive of hospital.