基于KANO模型的门诊患者全方位全流程服务管理可行性分析

Feasibility Analysisof Outpatients'Omni-directional and Whole-process Service Management Based on KANO Model

目的选取青岛大学附属医院门诊患者作为调查对象,验证使用KANO模型分析门诊全方位全流程服务内容的可行性及应用效果,以期完善门诊服务质量、提高管理水平及患者满意度。方法应用自行设计的基于KANO模型包含诊前、诊中、诊后3个流程的调查问卷,2023年9月1—25日对青岛大学附属医院336例门诊患者进行全方位全流程的调查,并通过质量属性分类法将全部门诊服务内容分类。结果依照KANO模型,全方位全流程服务内容中期望型需求17项、魅力型需求5项、必备型需求6项、无差异型需求11项。结论在门诊全方位全流程服务过程中,应在确保必备型需求的同时,注重期望型需求的改善,致力于魅力型需求的提升,有助于针对性地改进门诊护理服务过程中的不足,从而更好地满足门诊患者多方面的服务需求,提高患者的满意度,实现门诊医疗服务质量的提升。

Objective To select the outpatient patients of a top-three hospital in Qingdao as the research objects,and verify the feasibility and application effect of analyzing the all-round whole-process service content of the outpatient service by using KANO model,so as to improve the quality of outpatient service,to improve management level and patient satisfaction.Methods A self-designed questionnaire based on the KANO model was used to investigate336 outpatients in the outpatient department of a top-three hospital in Qingdao from September 1 to 25,2023.The contents of all outpatient services were classified by quality attribute classification.Results According to the KANO model,there were 17 desired needs,5 attractive needs,6 essential needs and 11 undifferentiated needs in the whole process service.Conclusion In the process of all-round and whole-process outpatient service,it should not only ensure the necessary needs,but also pay attention to the improvement of expectation-type needs and strive to improve the charm needs,which is helpful to improve the deficiencies in the process of outpatient nursing service,so as to better meet the various service needs of outpatient patients,improve patient satisfaction and achieve the improvement of the quality of outpatient medical service.