基于Kano模型的互联网医院患者就医服务需求分析

Analysis of the Needs of Internet Hospital Patients for Medical Services Based on the Kano Model

目的调查分析互联网医院患者就医服务需求,探讨服务质量改进措施。方法自行设计基于Kano模型互联网医院患者就医服务需求调查问卷,对某院线上和线下就诊患者进行问卷调查,运用Kano分析法对服务需求进行分类,根据满意度影响力矩阵分析提出改进措施。结果诊前、诊中、诊后三个维度下的互联网医院19个服务项目中,基本属性6个,期望属性7个,魅力属性6个。影响力矩阵分析显示,1个项目归属于提升服务标准区,7个项目归属于创新服务项目区,5个项目归属于维系服务质量区,6个项目归属于提升服务质量区。结论Kano模型的科学应用,可优化互联网医院就诊流程,提高患者就医满意度和医院工作效率,助力医疗服务质量提升。

Objective To investigate and analyze the demand for medical services of Internet hospital patients,and to explore measures to improve service quality.Methods A questionnaire for medical service needs of Internet hospital patients based on the Kano model was self-designed,and online and offline patients in a hospital were surveyed by questionnaire.Service needs were classified by Kano analysis method,and improvement measures were put forward according to the satisfaction influence matrix analysis.Results The 19 Internet hospital service items in the three dimensions of pre-diagnosis,middle and post-diagnosis included 6 basic attributes,7 expectation attributes,and 6 attractive attributes.The analysis of the influence matrix showed that 1 item belonged to the service standard improvement area,7items belonged to the innovative service project area,5 items belonged to the service quality maintenance area,and 6 items belonged to the service quality improvement area.Conclusion The scientific application of the Kano model can optimize the Internet hospital treatment process,improve patient satisfaction and hospital work efficiency,and help improve the quality of medical services.