基于Kano模型的互联网医院随访满意度指标体系构建  

Construction of an index system for Internet hospital follow-up satisfaction based on the Kano model

作　　者：柯佳[1] 张婷婷[1] 陈潇君 KE Jia;ZHANG Tingting;CHEN Xiaojun(School of Management,Jiangsu University,Zhenjiang,Jiangsu Province,212001,PRC)

机构地区：[1]江苏大学管理学院,江苏省镇江市212001 [2]江苏大学附属医院,江苏省镇江市212001

出　　处：《中国医院》2023年第3期5-9,共5页Chinese Hospitals

基　　金：国家自然科学基金面上项目(61976107);江苏省医院协会医院管理创新研究课题(JSYGY-3-2021-461);镇江市政策引导计划(软科学研究)项目(RK2022004)。

摘　　要：目的:在互联网医院背景下,构建某三甲医院随访系统中患者满意度指标体系,以获取影响患者满意度关键因素。方法:采用基于Kano模型方法设计、分析问卷数据,通过识别患者需求及影响患者满意度的关键要素。结果:最终确立患者满意度指标体系一级指标共7个,二级指标18个。结论:患者满意度指标体系的构建,有利于医护人员以及科研人员了解随访系统患者满意度现状,探索当前医院随访系统以及随访工作的不足和问题,为改善医院随访系统、改进随访工作提供参考。Objective: In the context of Internet hospitals, this paper constructs a patient satisfaction index system in a Grade Ⅲ Level A hospital follow-up system to obtain the key factors influencing patient satisfaction. Methods: A method based on the Kano model was used to design and analyze the questionnaire data, by identifying the patient needs and the key elements affecting patient satisfaction. Results:This paper finally established a total of 7 primary and 18 secondary indicators of the patient satisfaction index system. Conclusion: The construction of the patient satisfaction index system is beneficial for medical and nursing staff as well as researchers to understand the current situation of patient satisfaction in the follow-up system, explore the shortcomings and problems of the current hospital follow-up system and follow-up work, and provide a reference for improving the hospital follow-up system and improving the follow-up work.

关 键 词：互联网医院 随访系统 患者满意度 KANO模型 指标体系 

分 类 号：R197[医药卫生—卫生事业管理]