基于Kano模型分析对儿科门诊患儿家属服务需求调查研究  

Investigation on service needs of children patients’ family members in pediatric outpatients on the basis of Kano model analysis

作　　者：余喜新 吴芳[1] 程舟 YU Xin-xi;WU Fang;CHENG Zhou

机构地区：[1]湖南省儿童医院

出　　处：《护理实践与研究》2019年第18期1-4,共4页Nursing Practice and Research

摘　　要：目的探讨基于Kano模型患儿家属对儿科门诊服务的需求,并为儿科门诊更好的服务提供依据。方法选取2018年1—8月于我院儿科门诊就诊患儿的家属290名为研究对象,以Kano模型为基础,采用我院设计的儿科门诊患儿家属服务需求调查表,共28项,对其进行调查,确定儿科门诊各项服务需求的属性。结果28项调查条目中,魅力属性8个,占28.57%;必备属性6个,占21.43%;期望属性10个,占35.71%;无差异属性4个,占14.29%。象限分析结果显示:期望因素11个,必备因素10个,魅力因素7个。结论通过将Kano模型分析应用到儿科门诊患儿家属服务需求的调查中,明确患儿家属的期望因素、魅力因素和必备因素,从而提升医疗服务质量,合理分配门诊服务资源,优化结构。Objective To explore service needs of children patients'family members in pediatric outpatients on the basis of Kano model analysis and provide a basis for better services.Methods We selected 290 family members of the children patients who were admitted to the pediatric outpatient clinic of our hospital from January to August 2018 as a study object.Based on the Kano model,28 questionnaires which was designed by our hospital for service needs of children patients'family members were collected from pediatric outpatient clinic.We investigated it to determine the attributes of the various service needs of the pediatric outpatient clinic.Results The attractive attributes were 8,accounting for 28.57%;required attributes were 6,accounting for 21.43%;expected attributes were 10,accounting for 35.71%;and no difference attributes were 4,accounting for 14.29%among the 28 survey items.The quadrant analysis results show that there were 11 expected factors,10 necessary factors,and 7 attractive factors.Conclusion By applying Kano model analysis to the survey of family members'service needs in pediatric outpatients,the expectation factors,attractive factors and necessary factors of the family members of the children patients were identified,thereby improving the quality of medical services,rationally distributing outpatient service resources and optimizing the structure.

关 键 词：KANO模型 儿科门诊 患儿家属 服务需求 期望属性 必备属性 

分 类 号：R471[医药卫生—护理学]