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find Keyword "Kano模型" 2 results
  • A Survey on Care Needs of Outpatients in Stomatological Hospital based on Kano Model

    ObjectiveTo assess the care needs of outpatients in stomatological hospital and provide evidence for the improvement of patients' satisfaction. MethodsAccording to the characteristics of outpatients in stomatological hospital, a convenience sample of 150 cases was assessed with care needs survey based on Kano Model between May 2011 to February 2012. ResultsAmong all the care needs, 6 were essential, 11 were expected, and 3 had an attractive quality. Essential and attractive care needs accounted for 70% of all items. In the quadrant chart analysis, there were 8 items in competitive advantage district and 12 in the urgent improvement district respectively. ConclusionKano model is a quality attributive recognition tool. Through the analysis of the questionnaire, we believe the hospital should improve such aspects as information disclosure, public facilities, appointment, optimization process, and shortening patients' waiting time, in order to meet patients' needs by providing them with high quality services.

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  • Kano模型调查结果分析对改进门诊服务的指导意义

    目的 利用 Kano 模型在医院门诊服务调查中的结果来改进门诊服务。 方法 设计 Kano 模型门诊服务需求调查问卷,于 2016 年 8 月对某三级甲等专科医院门诊患者进行调查,问卷包括医疗环境、医疗便利程度、服务水平、医疗质量、医疗费用、尊重患者权益 6 个维度,共 26 项指标,分别用喜欢、理应如此、无所谓、能忍受、不喜欢 5 个选项评定相关质量的属性占比,并将属性得分最高者确定为该项质量属性,运用 Kano 模型结果对门诊服务情况进行分析,以改进服务。 结果 26 项门诊服务项目中有 17 项为必备质量属性,9 项为期望质量属性,无魅力质量属性项目。门诊患者对门诊服务项目的满意度评价为 0.41~0.58,无超过 0.6 接近 1 的项目;重要度评价为 0.58~0.85。 结论 该院门诊服务基本达到患者满意的程度,但缺乏魅力属性要素。该调查结果为管理者提供了如何改善门诊服务的参考。

    Release date:2017-09-22 03:44 Export PDF Favorites Scan
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