Feasibility Analysisof Outpatients'Omni-directional and Whole-process Service Management Based on KANO Model
Objective To select the outpatient patients of a top-three hospital in Qingdao as the research objects,and verify the feasibility and application effect of analyzing the all-round whole-process service content of the outpa-tient service by using KANO model,so as to improve the quality of outpatient service,to improve management level and patient satisfaction.Methods A self-designed questionnaire based on the KANO model was used to investigate 336 outpatients in the outpatient department of a top-three hospital in Qingdao from September 1 to 25,2023.The contents of all outpatient services were classified by quality attribute classification.Results According to the KANO model,there were 17 desired needs,5 attractive needs,6 essential needs and 11 undifferentiated needs in the whole process service.Conclusion In the process of all-round and whole-process outpatient service,it should not only ensure the necessary needs,but also pay attention to the improvement of expectation-type needs and strive to improve the charm needs,which is helpful to improve the deficiencies in the process of outpatient nursing service,so as to better meet the various service needs of outpatient patients,improve patient satisfaction and achieve the improvement of the quality of outpatient medical service.
KANO modeloutpatientsall-around full-process service
万方数据
维普
