Investigation of quality attributes of outpatient doctors based on Kano model
10.3760/cma.j.cn111325-20210127-00087
- VernacularTitle:基于Kano模型的门诊医生质量属性初探
- Author:
Bingwen HE
1
;
Lihua PENG
;
Yongpin WU
;
Shizhou LI
;
Banghui OUYANG
;
Renbin HUANG
Author Information
1. 湖南省郴州市第一人民医院 423000
- Keywords:
Ambulatory care;
Quality control;
Kano model;
Outpatient doctors;
Quality attribute
- From:
Chinese Journal of Hospital Administration
2021;37(8):666-670
- CountryChina
- Language:Chinese
-
Abstract:
Objective:To identify the essential quality, expected quality and charm quality of outpatient doctors based on Kano model.Methods:The Kano model quality attribute questionnaire for outpatient doctors was designed from 4 dimensions and 18 indicators of service, quality, safety and cost. 220 outpatients were investigated in a tertiary hospital. The reliability and validity of 212 valid questionnaires were tested and the questionnaire data were analyzed.Results:Both the Cronbach α coefficient and the KMO value were higher than 0.7, which indicated that the reliability and validity were good. Nine of the 18 survey indicators were essential quality, focusing on the quality dimension and service dimension; 4 items were expected quality; 4 items were charm quality, focusing on disease cognition, prevention and drug safety; 1 item was indifferent quality.Conclusions:The essential quality of outpatient doctors is to provide basic and standardized medical services to patients. Studying the quality attribute can provide behavior guidance for outpatient doctors, improve patient satisfaction and quality of outpatient medical services.
