[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):060-64.[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(05):060-64.[doi:10.13912/j.cnki.chqm.2021.28.5.17 ]
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泌尿外科结石手术患者住院服务需求调查分析
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《中国卫生质量管理》[ISSN:1006-7515/CN:CN 61-1283/R]

卷:
第28卷
期数:
2021年05期
页码:
060-64
栏目:
服务质量
出版日期:
2021-05-28

文章信息/Info

Title:
Investigation of Inpatient Service Demands for Patients Undergoing Urological Calculi Surgery
作者:
孙小莉陈锦柏杨李燕龙瑶宋彩萍龚雪艳
陆军军医大学第二附属医院
Author(s):
SUN XiaoliCHEN JinBO Yang
Second Affiliated Hospital of Army Military Medical University
关键词:
Kano模型泌尿外科结石手术患者住院需求服务质量
Keywords:
Kano Model Urology Department Calculi Surgery Patients HospitalizationRequirementService Quality
分类号:
R197.323;R691.4
DOI:
10.13912/j.cnki.chqm.2021.28.5.17
文献标志码:
A
摘要:
目的调查分析泌尿外科结石手术患者住院服务需求,探讨改进服务质量、提升患者满意度的策略。方法自行设计基于Kano模型的泌尿外科结石手术患者围术期调查问卷,对重庆市3家三甲综合医院237名泌尿外科结石手术患者进行问卷调查,运用Kano分析法对泌尿外科结石手术患者住院服务需求进行分类,根据满意度影响力矩阵分析提出改进策略。结果29个服务项目中,必备属性2项,期望属性17项,魅力属性10项,无差异属性和反向属性0项。象限图分析显示,位于提升服务质量区9项,提升服务标准区8项,创新服务项目区9项,维系服务质量区3项。结论Kano模型是一种简单易行识别患者需求的科学分析方法。泌尿外科结石手术患者住院服务需求满意度影响力矩阵可为医院进行质量持续改进提供参考。
Abstract:
ObjectiveTo investigate the inpatient service demands for patients undergoing urological calculi surgery to explore the strategy of improving service quality and patient satisfaction.MethodsSelf-designed perioperative questionnaire based on Kano model analysis was used to survey 237 urological calculi surgery patients in three third-grade-class-A hospitals in Chongqing. Kano model-based analysis was utilized to classify the inpatient service demands of urinary calculi surgery patients, and the corresponding improvements were proposed according to the satisfaction-influence matrix.ResultsAmong the 29 inpatient service demands, there were two necessary attributes, 17 expected attributes, 10 attractive attributes, and 0 indistinctive and reverse attributes. The quadrantal diagram showed that the improvements of service quality, standard and innovation and maintenance of service quality accounted for 9, 8, 9 and 3 of the 29 inpatient service demands, respectively.Conclusion The Kano model is a simple and easy scientific analysis method to identify the demands of patients. The influence matrix of inpatient service demand satisfaction of patients undergoing urological calculi surgery can provide reference for continuous improvement of quality of hospitals.

参考文献/References:

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更新日期/Last Update: 2021-05-28