摘要目的 探讨Kano模型分析在助产士门诊服务质量管理中的应用. 方法 设计Kano问卷,包括5个部分,环境设施,服务评价,诊疗技术,团队服务,分娩质量,共24个条目组成. 运用Kano模型分析技术,确定影响助产士门诊服务质量的5种不同的质量属性,包括R相反属性、Q有问题的回答、A魅力属性、M必备属性及O一元属性. 结果 通过识别使孕妇满意的服务质量属性,将孕产妇对助产士门诊的服务需求进行指标分类. 归属于O一元属性的有条目1、2、3、4、8、9、10、14、20、21;归属于M必备属性的有条目13,归属于A魅力属性的有条目5、6、7、11、12、15、16、17、18、19、22、23、24.魅力属性条目最多,占总数的54.2%(13/24),一元属性占总数的41.7%(10/24). 助产士的技术水平为必备属性. 结论 将Kano模型分析技术引用入助产士门诊服务质量管理中能够为改善医院的质量管理水平提供决策参考的依据,提升孕产妇的满意度,提高产科运作效率.

abstractsObjective To explore the Kano model analysis in the application of midwife outpatient service quality management. Methods Kano questionnaire was consisted of 24 items, including five parts, environment facilities, service evaluation, service technology, the team service, delivery service′quality. Using the Kano model analysis, the impact factors of the midwife outpatient service quality in five different quality attributes were determined. It included property and had the opposite answer to the question, charisma, essential properties and one property. Results By identifing the quality index classification of the pregnant women with satisfactory service quality to midwife outpatient service, attributable to a property were 1,2,3,4,8,9,10,14,20,21;attributable to mandatory attributes were 13, belonging to the charm of the property had 5,6,7,11,12,15,16,17,18,19,22,23,24. Midwives outpatient had most of charisma attribute, 54.2%(13/24) of the total;The second was one attribute, 41.7% (10/24) of the total. The technology level of midwife was essential attribute. Conclusions Kano mode analysis technology will be introduced to the midwife outpatient service quality management to provide decision reference for improving the quality of the hospital management level, improve maternal satisfaction, improve the obstetric operation efficiency.