中国医学伦理学Issue(2)：203-205,3.
人文服务在门诊的实施及 Kano模型调查分析
Humanistic Service in Outpatients and the Kano Model Analysis
吴珍 1郑苏 1罗强 1孙萍1
作者信息
- 1. 湖北医药学院附属太和医院门诊部，湖北 十堰 442000
- 折叠
摘要
Abstract
Objective:This article aimed to discusse the feasibility and effects of humanistic service using Kano model in outpatients .Methods:Using a self-designed Kano model outpatient humanistic service demand question-naire investigated clinic patients by using the Kano model analysis method , implementing humanistic service in the outpatient on the base of analyzing the starting point , and compare the satisfaction situation before and after the im-plementation .Results:There are service items including necessary quality , expected quality , attractive quality in Kano model analysis , 9, 8, 2 items respectively.After the implementation of humanistic service , patient's satisfac-tion increased significantly .Conclusion:The Kano model can be used in the outpatient services .The outpatient hu-manistic service could get the approvals from most outpatient patients .Outpatient humanistic service can improve the satisfaction of patients , so as to reduce medical disputes , alleviate conflicts between the doctors and patients , and improve the hospital popularity .关键词
Kano模型/医院/门诊人文服务Key words
Kano Model/Hospital/Outpatient Humanistic Service分类
医药卫生引用本文复制引用
吴珍,郑苏,罗强,孙萍..人文服务在门诊的实施及 Kano模型调查分析[J].中国医学伦理学,2014,(2):203-205,3.
