基于Kano模型的门诊医疗服务质量提升实践  

Application Practice of Improving Outpatient Medical Service Quality Based on Kano Model

作　　者：何炳文[1] 彭丽华[1] 吴永萍[1] 欧阳邦辉[1] 黄仁彬[1] HE Bing-wen;PENG Li-hua;WU Yong-ping(Chenzhou No.1 People’s Hospital,Chenzhou,Hunan,423000,China)

机构地区：[1]郴州市第一人民医院,湖南郴州423000

出　　处：《中国医院管理》2020年第8期43-45,共3页Chinese Hospital Management

摘　　要：介绍某三甲医院运用Kano模型来改进门诊医疗服务质量的实践.通过问卷调查和Better-Worse系数计算,定义门诊医生岗位的质量特性,有9项必备质量,3项期望质量,3项魅力质量;对员工进行培训后运行Kano模型,并以现场检查和病历处方抽查的方式考核其必备质量.项目实施后,患者满意度、员工满意度均有明显提高,门诊缺陷率减少.显示源于赫兹伯格双因素理论的Kano模型,可以提高患者满意度,规范门诊医生的诊疗行为,提高门诊医生的工作效率,对医疗服务质量的改进将有广阔的市场.The practice of using a Kano model to improve the quality of outpatient medical services in a Grade3 A hospital is introduced.Through questionnaire surveys and calculation of Better-Worse coefficients,the quality characteristics of outpatient doctor positions are defined,including 9 required qualities,3 expected qualities,and3 attractive qualities.The Kano model is operated after training employees.The required qualities are evaluated by means of on-site inspection and random check of medical records and prescriptions.After conducting the project,patient satisfaction and staff satisfaction are significantly improved,and the defect rate in outpatient clinics is reduced.It is shown that the Kano model is derived from the Herzberg’s two-factor theory.It can improve patient satisfaction,standardize the treatment of outpatient doctors,improve the work efficiency of outpatient doctors,and improve the quality of medical services.It’s potential to improve the quality of medical services.

关 键 词：KANO模型 门诊 质量改进 

分 类 号：R197.323[医药卫生—卫生事业管理]