基于Kano模型的突发公共卫生事件就医系统优化设计策略

Optimal design strategy of public health emergency medical system based on kano model

目的优化医疗资源调配利用,确保医疗服务正常运作情况下保障医疗环境安全,为医疗服务系统设计提供参考依据。方法通过服务设计理念获取利益相关者在突发公共卫生事件时就诊全过程中相关触点与需求加以整合归纳,运用Kano模型与手段分析各需求,确定用户对各指标的偏好权重。结果Kano模型需求评价分类结果中必备型需求3项、期望型需求2项、魅力型需求1项。基于分析结果以必备型、期望型需求作为优化重点。结论根据Kano模型分析结果准确定位公共卫生事件突发时医疗服务需求要素。优先实现智能化技术优化医疗资源分配;完善线上智能医疗服务手段;制定卫生安全情况突发应急预案等必备型需求。完善建立智能化诊前服务机制,健全支付流程便利性等期望型需求。优化完善诊后医疗资源保障魅力型需求。新策略能够优化服务效能,保障医疗环境安全,研究为突发公共卫生事件医疗服务系统设计提供参考。

Objective To optimize the allocation and utilization of medical resources,ensure the safety of medical environment under the normal operation of medical services,and provide a reference for the design of medical service system.Methods Through the concept of service design,the relevant contact points and needs of stakeholders in the whole process of public health emergencies were obtained and integrated,and the Kano model and means were used to analyze each demand and determine the preference weight of users for each indicator.Results In the classification results of demand evaluation of Kano model,there are three necessary demands,two desired demands and one attractive demand.Based on the analysis results,the necessary and desired requirements are taken as the focus of optimization.Conclusion According to the analysis results of Kano model,the elements of medical service demand in public health emergencies were accurately located.The intelligent technology should be prioritized to optimize the allocation of medical resources;the means of online intelligent medical services should be improved;health and safety emergency plans and other necessary requirements should be formulated;the establishment of intelligent pre-diagnosis service mechanism should be improved;the convenience of payment process and other expected demands should be improved;the charming demand of medical resources after consultation should be optimized and improved.The new strategy can optimize the service efficiency and ensure the safety of the medical environment,and the research provides a reference for the design of the medical service system in public health emergencies.