[1]陈锦柏杨李燕宋彩萍*孙小莉龚雪艳张远宁.基于Kano模型的泌尿系结石手术服务要素分类研究[J].中国卫生质量管理,2020,27(06):067-71.[doi:10.13912/j.cnki.chqm.2020.27.6.17 ]
　CHEN Jin,BAI Yang,LI Yan,et al.Classification of Surgical Service Elements for Urinary Calculi Based on Kano Model[J].Chinese Health Quality Management,2020,27(06):067-71.[doi:10.13912/j.cnki.chqm.2020.27.6.17 ]
点击复制

基于Kano模型的泌尿系结石手术服务要素分类研究
分享到：

《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R]

卷:
第27卷
期数:
2020年06期
页码:
067-71
栏目:
服务质量
出版日期:
2020-11-28

文章信息/Info

Title:
Classification of Surgical Service Elements for Urinary Calculi Based on Kano Model
作者:
陈锦1柏杨1李燕1宋彩萍1*孙小莉1龚雪艳2张远宁1
陆军军医大学第二附属医院
Author(s):
CHEN Jin; BAI Yang; LI Yan; et al
The Second Affiliated Hospital of Army Medical University
关键词:
Kano模型; 泌尿系结石; 手术服务; 服务要素; 质量改进
Keywords:
Kano Model;  Urolithiasis;  Operation Service;  Element of Service;  Quality Improvement
分类号:
R197.323
DOI:
10.13912/j.cnki.chqm.2020.27.6.17
文献标志码:
A
摘要:
目的关注泌尿系结石手术患者住院历程，调研医生视角下的医疗服务认知现状，用科学方法推进医疗服务品质提升。方法运用Kano模型设计泌尿系结石手术服务调查问卷，采用方便抽样法调查重庆市11家医院泌尿系结石手术医生，运用Kano模型对泌尿系结石手术服务质量要素进行分类，根据满意度影响力矩阵分析提出改进策略。结果29项质量要素中，15项为期望属性，14项为魅力属性，无必备属性、无差异属性、反向属性；象限图分析显示，位于提升服务质量区9项，位于提升服务标准区6项，位于创新服务项目区10项。结论Kano模型是一种简单易行地识别服务属性并能提供改进技术支持的科学分析方法，满意度影响力矩阵可帮助医院有针对性地提升服务水平。
Abstract:
ObjectivePaying attention to the hospitalization of patients with urinary calculi surgery, to investigate the current situation of medical service cognition from the perspective of doctors, and promote the improvement of medical service quality with scientific methods.MethodsKano model was used to design the questionnaire on urolithiasis surgery service, and convenience sampling method was used to investigate urolithiasis surgeons in 11 hospitals in Chongqing. Kano model analysis was used to classify the factors of urolithiasis surgery service quality, and improvement strategies were proposed based on the analysis of satisfaction influence matrix. ResultsOf the 29 quality elements, 15 were expected attributes, 14 were charm attributes, and there was no necessary attributes,no difference attributes and reverse attributes.Quadrant analysis showed that there were 9 items in the area of improving quality service, 6 items in the area of improving standard service, and 10 items in the area of innovative service.Conclusion Kano model is a simple and easy scientific analysis method to identify service attributes and provide technical support for improvement. Satisfaction influence matrix can help to targeted improve of service level of hospitals.

参考文献/References:

［1］于磊，石俊婷. 医患共同决策诊疗模式的现状分析［J］.医学与哲学（B），2013，34（1）：54-57.

相似文献/References:

[1]孙小莉陈锦柏杨李燕龙瑶宋彩萍龚雪艳.泌尿外科结石手术患者住院服务需求调查分析[J].中国卫生质量管理,2021,28(05):060.[doi:10.13912/j.cnki.chqm.2021.28.5.17 ]
　SUN Xiaoli,CHEN Jin,BO Yang.Investigation of Inpatient Service Demands for Patients Undergoing Urological Calculi Surgery[J].Chinese Health Quality Management,2021,28(06):060.[doi:10.13912/j.cnki.chqm.2021.28.5.17 ]
[2]王梦颖窦红莉刘艳红李勇.基于Kano模型的互联网医院患者就医服务需求分析[J].中国卫生质量管理,2021,28(09):013.[doi:10.13912/j.cnki.chqm.2021.28.9.04 ]
　WANG Mengying,DOU Hongli,LIU Yanhong.Analysis of the Needs of Internet Hospital Patients for Medical Services Based on the Kano Model[J].Chinese Health Quality Management,2021,28(06):013.[doi:10.13912/j.cnki.chqm.2021.28.9.04 ]
[3]李路铭李微王应强赵芳玲吴坚.基于Kano模型的住院患者满意度影响因素识别与改进[J].中国卫生质量管理,2022,29(03):052.[doi:10.13912/j.cnki.chqm.2022.29.3.15 ]
　LI Luming,LI Wei,WANG Yingqiang.Identification and Improvement of Influencing Factors of Inpatients Satisfaction Based on Kano Model[J].Chinese Health Quality Management,2022,29(06):052.[doi:10.13912/j.cnki.chqm.2022.29.3.15 ]
[4]郑先琳徐信兰胡桂梅陈秀春欧阳润仙陈桂芳时璇吴军张美雪陈锦霞.基于Kano模型的住院手术患儿家属护理服务需求属性分析[J].中国卫生质量管理,2022,29(04):068.[doi:10.13912/j.cnki.chqm.2022.29.4.18 ]
　ZHENG Xianlin,XU Xinlan,HU Guimei.Attribute Analysis of Nursing Service Demand of Family Members of Hospitalized Children Undergoing Surgery Based on Kano Model[J].Chinese Health Quality Management,2022,29(06):068.[doi:10.13912/j.cnki.chqm.2022.29.4.18 ]
[5]赵勤瞿佳钟华郭海宁.基于质量功能展开的医用耗材一体化管控模式构建[J].中国卫生质量管理,2022,29(04):081.[doi:10.13912/j.cnki.chqm.2022.29.4.21 ]
　ZHAO Qin,QU Jia,ZHONG Hua.Construction of Integrated Management and Control Mode of Medical Consumables Based on Quality Function Deployment[J].Chinese Health Quality Management,2022,29(06):081.[doi:10.13912/j.cnki.chqm.2022.29.4.21 ]
[6]姚瑶潘石蕾罗锦兰关曼娃覃爱开.基于Kano模型的经阴道分娩孕产妇服务需求调查分析[J].中国卫生质量管理,2023,30(02):065.[doi:10.13912/j.cnki.chqm.2023.30.2.15 ]
　YAO Yao,PAN Shilei,LUO Jinlan.Investigation of Service Demand for Pregnant Women during Vaginal Delivery Based on Kano Model[J].Chinese Health Quality Management,2023,30(06):065.[doi:10.13912/j.cnki.chqm.2023.30.2.15 ]

更新日期/Last Update: 2020-11-28