基于Kano模型的儿童口腔科门诊医疗服务需求分析  

Demand analysis of outpatient medical service in pediatric stomatology department based on Kano model

作　　者：阮星 高素玉 杨晨 朱海艳 钟莎莎 唐亚[1] RUAN Xing;GAO Suyu;YANG Chen;ZHU Haiyan;ZHONG Shasha;TANG Ya(Department of Pediatric and Preventive Dentistry,Stomatology Hospital Affiliated to Nanjing Medical University,Nanjing 210029,China;Department of Periodontics,Stomatology Hospital Affiliated to Nanjing Medical University,Nanjing 210029,China)

机构地区：[1]南京医科大学附属口腔医院儿童口腔预防口腔科,江苏南京210029 [2]南京医科大学附属口腔医院牙周科,江苏南京210029

出　　处：《医药高职教育与现代护理》2024年第3期228-232,共5页Medical Higher Vocational Education and Modern Nursing

摘　　要：目的 探究基于Kano模型的儿童口腔科门诊医疗服务需求,以便更好地提升门诊服务质量。方法 以便利抽样法选取2022年9月至2023年1月南京医科大学附属口腔医院儿童口腔科门诊患儿家属190人为研究对象。基于Kano模型理论设计服务需求调查问卷,包括医疗环境、就诊服务、专业技术、健康教育及尊重患者权益5个维度29项调查条目,将调查结果按照相关属性特征加以分组并使用Better-Worse系数对属性进行象限分析。结果 回收有效问卷190份。在儿童口腔科门诊医疗服务需求5个维度29项指标中,必备服务18项、魅力服务11项;Better-Worse系数象限分析显示,一定需要满足的服务有15项,落于第四象限;优先需要满足的服务有13项,分别落于第一象限及第二象限;不需要过多关注的服务有1项,落于第三象限。结论 为更好地给儿童患者及家属提供最佳的医疗体验,管理者需根据他们医疗服务需求的属性特征,调整最佳的门诊医疗服务体系,并创造出更具吸引力的医疗服务。Objective To investigate the demand for outpatient medical services in pediatric stomatology department based on Kano model,to enhance the quality of outpatient services.Methods Based on the theory of Kano model,190 family members of children in the outpatient department of pediatric stomatology department,Affiliated Stomatological Hospital of Nanjing Medical University from September 2022 to January 2023 were selected by convenient sampling method.A service demand questionnaire was designed,including 29 items in five dimensions:medical environment,medical service,professional technology,health education and respect for patients' rights and interests.The results were categorized based on specific attribute characteristics and further analyzed employing the Better-Worse coefficient quadrant analysis.Results The analysis revealed 29 indicators across five dimensions of outpatient medical service demand in the pediatric dentistry department,18 items of essential service and 11 items of charm service are required.In the analysis of the Better-Worse coefficient,there are 15 services were identified as “must-be” factors,located in the fourth quadrant.An additional 13 services were classified as “one-dimensional” factors,spread across the first and second quadrants.Lastly,one service was determined to be of low priority,situated in the third quadrant.Conclusions To deliver an exceptional medical experience for pediatric patients and their families,it is imperative to tailor the outpatient medical service system to meet the specific needs and preferences identified through the Kano model analysis.By doing so,we can enhance the attractiveness of the services provided,thereby improving overall patient satisfaction and the quality of care in the children's stomatology department.

关 键 词：儿童口腔科门诊 KANO模型 服务需求 必备服务 魅力服务 

分 类 号：R473.78[医药卫生—护理学]