Humanistic Service in Outpatients and the Kano Model Analysis
- VernacularTitle:人文服务在门诊的实施及 Kano模型调查分析
- Author:
Zhen WU
;
Su ZHENG
;
Qiang LUO
;
Ping SUN
- Publication Type:Journal Article
- Keywords:
Kano Model;
Hospital;
Outpatient Humanistic Service
- From:
Chinese Medical Ethics
2014;(2):203-205
- CountryChina
- Language:Chinese
-
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 .
