基于Kano模型和质量功能展开的医疗服务质量提升研究

Research on medical service quality improvement of a public hospital based on Kano model and quality function deployment

目的集成应用Kano和质量功能展开(QFD)技术研究某公立医院医疗服务质量改进,为相关医院服务质量提升提供参考。方法设计患者需求的Kano调查问卷,识别患者需求属性,计算确定患者需求重要度;然后应用QFD中的质量屋技术,将患者需求转化成相应的医疗服务质量保障要素,通过计算确定各保障要素改进的优先级。结果该医院患者最期待改进的前6项质量保障要素是提升医疗水平、强化服务管理、健全监督审查机制、规范投诉流程、保障用药安全与指导以及跟踪治疗效果。结论集成Kano-QFD技术可为改进医院医疗服务质量提供有效的方法学参考。

Objective To study the improvement of medical service quality in a public hospital by integrating Kano and quality function deployment(QFD)technology,so as to provide reference for the improvement of service quality in hospitals.Methods The Kano questionnaire of patients′needs was designed,the attributes of patients′needs were identified,and the importance of patients′needs was calculated and determined.Then,using the house of quality technology in QFD,the patient needs were transformed into corresponding medical service quality assurance elements,and the improvement priority of each assurance element was determined through calculation.Results The six quality assurance elements most expected to be improved by patients in the hospital were to improve medical level,strengthen service management,improve supervision and review mechanism,standardize complaint process,ensure drug safety and guidance,and track treatment effect.Conclusions The integrated Kano-QFD technology can provide an effective methodological reference for improving the quality of medical service.