Kano模型在提升体检中心服务质量中的应用研究  

Research on Application of Kano Model in Improving Service Quality of Physical Examination Center

作　　者：何建群 谢旭敏[1] 刘静[1] HE Jian-qun;XIE Xu-min;LIU Jing(Lishui Hospital of Traditional Chinese Medicine)

机构地区：[1]丽水市中医院

出　　处：《医院管理论坛》2022年第5期51-54,43,共5页Hospital Management Forum

摘　　要：目的 以丽水市中医院为例研究Kano模型分析法在提高体检中心服务质量中的应用与效果。方法 查阅文献并制定医院服务项目调查问卷,选取2020年6月在体检中心体检客户443例进行现场调查,计算各项目满意度和重要度。结果 21个项目中重要度最高的项目为结果准确(91.0%),其余依次为隐私保护、投诉受理、项目合理和建议合理,重要度分别为89.8%、87.2%、87.0%和87.0%。满意度最高的项目为态度友善(69.2%),其余依次为导医服务、建议合理、网上预约和技能娴熟,满意度分别为66.6%、66.4%、61.3%和60.8%。结论 采用Kano模型对丽水市中医院体检服务项目进行分析有利于发掘患者需求,为医院改善服务提供针对性措施。Objective To study the effect of Kano model analysis on improving the service quality of physical examination center by taking Lishui hospital of TCM as an example. Methods The literature was reviewed and a questionnaire of hospital service items was formulated. A total of 443 clients receiving physical examination in the physical examination center in June 2020 were included for field investigation. The satisfaction and importance of each item was calculated. Results Among the 21 items, the most important item was the accurate result(91.0%), and the rest were privacy protection, complaint acceptance, reasonable item and reasonable suggestion, with the importance of 89.8%, 87.2%, 87.0% and 87.0%, respectively. The items with the highest satisfaction are friendly attitude(69.2%), followed by medical guide service, reasonable advice, online appointment and skilled skills, with satisfaction rates of 66.6%, 66.4%, 61.3% and 60.8%, respectively. Conclusion Using the Kano model to analyze the physical examination service items of Lishui Hospital of TCM is conducive to discovering the needs of patients and providing targeted measures for the hospital to improve services.

关 键 词：体检 服务质量 KANO模型 

分 类 号：R197.3[医药卫生—卫生事业管理]