基于Kano模型的老年慢性病患者门诊就医服务需求及满意度分析^*

Analysis of outpatient medical service demand and satisfaction of elderly patients with chronic diseases based on the Kano model

摘要

目的 以Kano模型为理论基础, 对老年慢性病患者门诊就医服务需求进行分析, 探索老年慢性病患者就医服务需求的质量属性和满意度, 并基于需求分析结果, 为老年慢性病患者的诊疗和照护工作提供参考依据。方法 选取2024年6月—2024年12月吉林大学第一医院老年慢性病门诊就诊的老年人作为研究对象。基于Kano模型分析设计老年慢性病患者门诊就医服务需求调查问卷, 对就诊于老年慢性病门诊的患者进行调查分析, 确定老年慢性病患者门诊就医的不同服务需求属性。结果 研究共计向符合标准的老年人发放问卷400份, 收回问卷395份, 回收率为98.8%, 经过检查核对后剔除无效问卷5份, 回收有效问卷390份, 有效回收率为97.5%。Better值位列前三的需求项目分别是: 提供疾病健康教育文本材料(84.974)、医患情感交流(79.949)和家人陪伴(77.949)。Worse值位列前三的需求项目分别是: 就诊流程合理、便捷(-84.140), 进行健康生活模式管理(饮食、运动、用药等)指导(-78.866)、提供疾病健康教育文本材料(-76.166)。分析重要度、满意度四象限中, 必备型需求占20.00%, 期望型需求占50.00%, 魅力型需求占16.67%, 无差异型需求占13.33%。结论 Kano模型有助于分析老年慢性病患者门诊就医服务需求, 确定各项需求的属性, 针对性制定需求改进措施, 为提高门诊服务质量提供参考依据。

Abstract

Objective To analyze the demand for outpatient medical service demand of elderly patients with chronic diseases based on the Kano model, to explore the quality attributes and satisfaction of the demand for medical service demand of elderly patients with chronic diseases, and based on the results of the demand analysis, to provide a reference basis for the diagnosis, treatment and care of elderly patients with chronic diseases. Methods Based on the Kano model analysis, we designed a questionnaire on the demand for outpatient medical service demand for elderly patients with chronic diseases, and surveyed and analyzed the elderly who visited the outpatient clinic for chronic diseases to determine the different service demand attributes of outpatient medical service demand for elderly patients with chronic diseases. Results A total of 400 questionnaires were distributed to the elderly who met the criteria for the study, and 395 questionnaires were retrieved, with a recovery rate of 98.8%, and 5 invalid questionnaires were excluded after checking and checking and 390 valid questionnaires were retrieved, with a valid recovery rate of 97.5%. The top three demand items with better values were: providing disease and health education text materials (84.974), doctor-patient emotional communication (79.949), and family companionship (77.949). The top three requirements for Worse values were: reasonable and convenient medical procedures (-84.140), guidance on healthy lifestyle management (diet, exercise, medication, etc.) (-78.866), and provision of disease health education text materials (-76.166). In the four quadrants of importance and satisfaction were analyzed, in which essential needs accounted for 20.00%, expected needs accounted for 50.00%, charismatic needs accounted for 16.67%, and undifferentiated needs accounted for 13.33%. Conclusion Kano model helps to analyze the outpatient medical service needs of elderly patients with chronic diseases, determine the attributes of each demand, and formulate demand improvement measures in a targeted manner, providing a reference basis for improving the quality of outpatient services.

关键词

慢性病患者 / Kano模型 / 就医服务需求 / 满意度

Key words

Patients with chronic diseases / Kano model / Medical service demand / Satisfaction

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基金资助

^*吉林省教育厅科学研究项目(JJKH20250219KJ)

吉林省高教科研一般课题(JGJX24D0011)

研究生教育教学改革建设重点项目(2024JGZ028)