基于卡诺模型和质量功能展开理论的体检服务质量提升研究

Research on the improvement of physical examination service quality based on KANO model and quality function deployment

目的采用卡诺模型和质量功能展开理论建立集成模型,确定体检服务质量提升措施的优先级。方法本研究为横断面研究。采用单纯随机抽样方法抽取大连医科大学附属第二医院健康管理中心的196名体检者。采用可靠性检验分析问卷的信度和效度。使用卡诺模型确定体检者体检需求的重要度。运用质量功能展开模型创建质量屋,确定各项服务措施重要度的优先级。结果体检者高重要属性需求中应急能力的最终重要度为0.054、体检门诊时间的最终重要度为0.052、医护人员专业的最终重要度为0.047和设备先进的最终重要度为0.046。体检服务质量需要优先提升的措施为提升医疗水平(绝对重要度=107.5)、强化技能考核(绝对重要度=70.1)、明确导检、咨询和诊室标识(绝对重要度=56.2)、引进先进设备设施(绝对重要度=53.7)、体检报告及时准确(绝对重要度=51.9)和体检报告解读(绝对重要度=50.9)。结论体检中心应优先实施提升医疗水平、强化技能考核、引进先进设备设施、明确导检、咨询和诊室标识及强化服务管理等措施。

Objective To establish an integrated model with KANO model and quality function deployment theory to determine the priority of measures in improving the quality of physical examination service.Methods It was a cross-sectional study.A total of 196 physical examinees from the Health Management Center of the second affiliated Hospital of Dalian Medical University were selected by simple random sampling.Reliability test was used to analyze the reliability and validity of the questionnaire.KANO model was used to determine the importance of physical examination needs in health examination population.The quality function deployment model was used to create the house of quality and determine the priority of the importance of various service measures.Results In the high important attribute requirements of physical examination,the final importance of emergency ability,outpatient time,professional and advanced equipment are 0.054,0.052,0.047 and 0.046 respectively.The measures that needed to be given priority to improve the quality of physical examination services were to improve the quality of medical services(absolute importance=107.5),strengthen skill assessment(absolute importance=70.1),define guidance,consultation and clinic identification(absolute importance=56.2),introduce advanced equipment and facilities(absolute importance=53.7),timely and accurate physical examination report(absolute importance=51.9)and interpretation of physical examination report(absolute importance=50.9).Conclusions The physical examination center should give priority to the measures such as improving the medical level,strengthening the skill examination,introducing advanced equipment and facilities,defining the guidance of examination,consultation and consultation room identification,and strengthening service management.