基于Kano模型的门诊医生质量属性初探

Investigation of quality attributes of outpatient doctors based on Kano model

目的基于Kano模型,识别门诊医生的必备质量、期望质量和魅力质量。方法从服务、质量、安全、费用4个维度18个指标设计了门诊医生Kano模型质量属性问卷,在某三级甲等医院对220名门诊患者进行问卷调查,对获取的212份有效问卷进行信度、效度检测和问卷数据分析。结果问卷的Cronbachα系数和KMO值均大于0.7,信度和效度良好。18个调查指标中9项为必备质量,集中在质量维度和服务维度;4项为期望质量;4项为魅力质量,集中在疾病的认知、预防和用药的安全性等方面;1项为无差异质量。结论门诊医生的必备质量主要是向患者提供基本规范的医疗服务。研究门诊医生的质量属性,可以为门诊医生提供行为指引,提高患者满意度,提升门诊医疗服务质量。

Objective To identify the essential quality,expected quality and charm quality of outpatient doctors based on Kano model.Methods The Kano model quality attribute questionnaire for outpatient doctors was designed from 4 dimensions and 18 indicators of service,quality,safety and cost.220 outpatients were investigated in a tertiary hospital.The reliability and validity of 212 valid questionnaires were tested and the questionnaire data were analyzed.Results Both the Cronbachαcoefficient and the KMO value were higher than 0.7,which indicated that the reliability and validity were good.Nine of the 18 survey indicators were essential quality,focusing on the quality dimension and service dimension;4 items were expected quality;4 items were charm quality,focusing on disease cognition,prevention and drug safety;1 item was indifferent quality.Conclusions The essential quality of outpatient doctors is to provide basic and standardized medical services to patients.Studying the quality attribute can provide behavior guidance for outpatient doctors,improve patient satisfaction and quality of outpatient medical services.