[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):67-71.[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):67-71.[doi:10.13912/j.cnki.chqm.2020.27.6.17 ]

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基于Kano模型的泌尿系结石手术服务要素分类研究

《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: 67-71 栏目: 服务质量出版日期: 2020-11-28

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.

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更新日期/Last Update: 2020-11-28