Based On The KANO Model To The Study Of The Out-patient Satisfaction Of Traditional Chinese Medicine Hospital

Background: With the deepening of the health care reform of nation,the medical service industry has become more and more competitive.In recent years,Chinese medicine have become the treasures of the Chinese nation,having gradually become the focus of medical development.Chinese medicine hospital is an indispensable carrier for its development.Patient satisfaction is also one of the important evaluation indicators of the medical service level in the Chinese medicine system.It is a scientific basis for hospital administrators to assess hospital development.In 2017,General secretary Xi Jinping made a major political argument on the transformation of the main social contradictions in our country on 18 th CPC National Congress,and clearly put forward the strategy about healthy China,emphasizing the need to deepen the reform of the medical and health system,adhere to the people as the center,adhere to the Chinese medicine as important as the Western medicine,inherit the development of traditional Chinese medicine and establish a comprehensive basic medical and health system with Chinese characteristics,medical security system and high quality and efficient health service system,perfect modern hospital management system,speed up the construction of healthy China,strive to ensure the health of the people in all directions and cycles,in order to achieve the goal of "two one hundred years" and realize the Chinese Dream of great rejuvenation of the Chinese nation lays a solid foundation for health.The outpatient service is the first stop of the patient's contact with the hospital.It is also the window of the hospital service.The patient's evaluation of the outpatient service can directly affect the patient's satisfaction and loyalty,and to a certain extent,influencing the further development of the hospital.Therefore,to understand the service needs of the patients and to improve the satisfaction of the outpatients is the aspect that the hospital managers should pay attention to.It is of great significance to strengthen their own strength and have different competitiveness.Objective:In this study,four hospitals of traditional Chinese medicine in Zhengzhou were taken as an example.Through the investigation of the satisfaction of out-patients and the relevant domestic and foreign theories,statistical methods and KANO models were used to study the status and problems of patients' satisfaction in outpatients on the basis of the problems reflected by the patients and the problems found in the data analysis.Feasible suggestions are put forward from the perspective of all parties' entities,to further improve the overall service level of outpatient clinics and build a harmonious doctor-patient relationship.Methods:Through a large number of documents about KANO and outpatient satisfaction at home and abroad,combined with the current research status and progress,350 patients and their families in four hospitals of traditional Chinese medicine in Henan province from September 2016 to December were investigated,and 340 valid questionnaires were collected.After finishing the questionnaire,data were input through Epi Data3.0 and analyzed by SPSS13.0 statistical software.At the same time,we need to sort out and subdivide the demand data of KANO model,and find out the key factors that most need improvement.Result:It is shown that the young patients aged 44 and below is the main visiting group and the satisfaction is relatively low,the satisfaction of the female patients is low,and the satisfaction of the patients with NCMS is higher.According to the survey results of KANO model questionnaire,building the survice attribute of patient of traditional Chinese medicine,after classifying the quality attributes,the there are 3 Attractive Quality,2 Must-be Quality and 18 One-dimensional Quality.The top three elements of SI are:cleaning toilet(0.81),clear indicator(0.76)and Worthy of medical service(0.72).The top three elements of DSI are:aseptic operation(-0.87),medicare guiding service(-0.86),medicare guiding attitude(-0.86)and one consulting room for one patient(-0.85).