The Research Of Demand Management System For Medical Service Based On KANO Model

The rapid development of economy has changed people’s living habits andideas in a large extent. The National consciousness of service and rights isstrengthening, but as the national basic construction of society, the industrymedical’s development is relatively slow, the contradiction between supply anddemand of medical service have become increasingly prominent, the needs ofpatients showing a characteristic as difference, variability and complexity etc..And medical institutions, especially the locals’, including District CentralHospital, community service center, street health centers,is difficult to forecastthe demand change, resulting in the imbalance between supply and demand, thusaffecting the development of medical institutions and the medical satisfactionlevel of patient. Under this background, this research is based on the demandmanagement, try to construct management system of the needs of patient andresidents, in order to better content the medical needs and improve the level ofmedical satisfaction.This research is based on the heterogeneity of demand to consturt themanagement system of the needs by some processes, such as demand recognition,statistical classification, and analysis of weights. Through the survey of Qcommunity’s residents and patients and sample analysis method to analyze allneeds items, then classificated into the KANO model for demand managementsystem’s construction, and analyzed the importance to the needs of the project,finally find the key factors influencing the satisfaction and dissatisfaction.This research adopt the widely pre survey in the Q community and combinesthe literature research to identify36basic demand, and through analysis andscreening, finally determine31patients needs items. Through the Kano research,confirms the effect of satisfaction about different demand, and applicates AHPanalysis method for all demand items weight sorting, and identifies the differentcomprehensive influence on the satisfaction of different needs items. Thenestablishes the demand management system, and proposes specific strategies andsuggestions.The innovation of this research is combining the Kano model and the AHP analysis method to apply to the medical service. Not only enriches the research ofthe theory, but the methods of the demand management of medical services, andprovide theory reference for later research.