基于卡诺模型分析移动互联网背景下年轻门诊患者非医疗技术服务需求变化

Analysis on the change of non-technical service needs among young outpatients under the background of mobile Internet-based on Kano Model

目的:运用Kano模型分析移动互联网背景下年轻门诊患者服务需求变化。方法:利用两年时间抽取温州医科大学公共管理类专业2019级和2020级新生开展Kano结构式问卷调查。结果:对2019级受访者必备型需求有3项(25%)、魅力型需求有6项(50%)、期望型需求有3项(25%);对2020级受访者必备型需求有4项(33.3%)、魅力型需求有6项(50%)、期望型需求有2项(16.7%)。其中“医院自助服务系统可靠性高”从期望型需求转化为必备型需求,其余质量属性保持不变。结论:Kano模型能有效识别出影响门诊患者满意度的重要因素。在保证必备质量、提升期望质量、开发魅力质量的同时,医院还需要定期监测属性变化,持续改善门诊非医疗技术服务质量。

Objective:Kano Model was used to analyze the change of service needs among young outpatients under the background of mobile Internet.Methods:A Kano structured questionnaire survey was conducted among freshmen in 2019 and 2020 majoring in public management at Wenzhou Medical University.Results:For respondents in 2019,there are 3 must-be quality (25%),6 attractive quality (50%) and 3 one-dimensional quality (25%);For respondents in 2020,there are 4 must-be quality (33.3%),6 attractive quality (50%) and 2 one-dimensional quality (16.7%).The item “Hospital self-service systems are reliable” has transformed from one-dimensional quality to must-be quality and the remaining quality attributes keep stable.Conclusion:Kano model can effectively identify the important factors affecting outpatient satisfaction.While ensuring must-be quality,improving one-dimensional quality and exploring attractive quality,hospitals also need to monitor the change of quality attributes at regular intervals and continuously improve the quality of outpatient non-medical technical services.