基于KANO模型公立医院门诊患者满意度现状分析及干预策略研究

Analysis on the Current Situation of Outpatient Satisfaction in Public Hospitals Based on Kano Model and Research on Intervention Strategies

目的:基于KANO模型分析公立医院门诊患者满意度现状,并根据分析结果探讨干预策略。方法:基于KANO模型设计问卷,采用多阶段抽样调查法抽取2022年4月-6月430例门诊就诊患者进行现场调查,计算各条目满意度和重要度,根据调查结果制定针对性干预策略。结果:24个调查条目中,重要度最高的是便民服务(87.1%),其余依次为就医指南、就诊流程、布局合理、意见反馈,重要度分别为86.2%、85.0%、84.2%和83.5%;满意度最高的是隐私保护(78.9%),其余依次为投诉处理、保安服务、挂号等待时间、医技服务,满意度分别为75.9%、75.3%、74.6%及71.4%。结论:基于KANO模型,精准分析公立医院门诊患者满意度现状并制定针对性干预策略,可改善患者就医感受,提升服务质量,推动医院高质量发展。

Objective:Research on the present situation of the satisfaction of outpatients in public hospitals based on Kano model,and the intervention strategies were discussed according to the classification results.Methods:The questionnaire was designed based on Kano model,and 430 outpatients from April to June 2022 were selected by multi-stage sampling survey to conduct on-site investigation,calculate the satisfaction and importance of each item,and formulate targeted intervention strategies according to the survey results.Results:Among the 24 survey items,the most important is convenience service(87.1%),and the rest are medical guide,medical process,reasonable layout and feedback.The importance is 86.2%,85.0%,84.2%and 83.5%respectively;The highest satisfaction was privacy protection(78.9%),and the rest were complaint handling,security service,registration waiting time and medical technology service,with satisfaction of 75.9%,75.3%,74.6%and 71.4%respectively.Conclusion:Based on Kano model,accurately analyze the current situation of outpatient satisfaction in public hospitals and formulate targeted intervention strategies to improve the patient’s medical experience,improve the service quality and promote the high-quality development of the hospital.