Recommendations on Improving the Charming Quality of Outpatient Services_West China Medical Journal

Authors：

 LITeng-hui ,  SHIYing-kang

Hospital Management Research Institute, West China Hospital, Sichuan University, Chengdu, Sichuan 610041, P. R. China;

Corresponding author：

SHIYing-kang, Email: syk@mcwcums.com

Keywords：

Outpatient service; Satisfaction; Quality control; Charming quality; Recommendation

DOI：

10.7507/1002-0179.20150385

Video：

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Abstract Full text Figures/Tables Video References Cited by

Based on the charming quality theories and characteristics of hospital outpatient services in China, this paper defined and analyzed the quality of hospital services, and then made several corresponding recommendations for improving charming quality of outpatient services. The aim is to explore an effective way to tap the potential needs of the patients and to retain some loyal patients, under the impact of the hospital competitiveness.

Citation： LITeng-hui, SHIYing-kang. Recommendations on Improving the Charming Quality of Outpatient Services. West China Medical Journal, 2015, 30(7): 1334-1336. doi: 10.7507/1002-0179.20150385 Copy

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12.	陈群, 郭世莉, 李静言. 基于KANO模型的口腔颌面部肿瘤住院患者支持性照护需求分析[J]. 重庆医学, 2013, 42(18):2130-2131.
13.	张卓一, 黄小民. Kano 模型在急诊服务质量改进中的应用[J]. 医院管理论坛, 2013, 30(8):23-27.
14.	Bostan S, Acuner T, Yilmaz G. Patient (customer) expectations in hospitals[J]. Health Policy, 2007, 82(1):62-70.
15.	王倩, 秦晶, 刘凤霞. 浅谈医院环境的人性化管理[J]. 吉林医学, 2009, 30(23):194-195.

1. 韩水芳,周宜筠, 翁湘, 等. 门诊患者满意度调查分析[J]. 中国卫生事业管理, 2011(10):743-744.
2. Kano N, Seraku N, Takahashi F, et al. Attractive quality and mustbe quality[J]. J Jpn Sco Qual Contr, 1984, 14(2):39-48.
3. 魏丽坤. KANO模型和服务质量差距模型的比较研究[J].世界标准化与质量管理, 2006, 9:10-13.
4. 毕立娟, 黄怡. 从魅力质量看服务需求方忠诚的培养[J]. 商业时代, 2007, 26(21):27-28.
5. 毕立娟. 基于魅力质量理论实现顾客忠诚的途径研究[D]. 兰州:兰州商学院, 2008.
6. Tontini G. Deployment of customer needs using a modified Kano method[J]. J Acad Business Economics, 2003(2):103-115.
7. Kuo YF. Integrating Kano's model into web-community service quality[J]. Total Qual Manag, 2004, 15(7):925-939.
8. Xu Q, Jiao RJ, Yang X, et al. Ananalytical Kano model for customer need Analysis[J]. Design Stud, 2009, 30(1):87-110.
9. Corbella Jané A, Maturana Domínguez S. Citizens' role in health services:satisfaction behavior:Kano's model, part 2[J]. Qual Manag Health Care, 2003, 12(1):72-80.
10. Hejaili FF, Assad L, Shaheen FA, et al. Culture-related service expectations:a comparative study using the Kano model[J]. Qual Manag Health Care, 2009, 18(1):48-58.
11. 陈俊虎, 王燕燕, 苏汝好, 等. 基于Kano模型的医院门诊服务需求调查分析[J]. 重庆医学, 2012, 41(31):3305-3307, 3329.
12. 陈群, 郭世莉, 李静言. 基于KANO模型的口腔颌面部肿瘤住院患者支持性照护需求分析[J]. 重庆医学, 2013, 42(18):2130-2131.
13. 张卓一, 黄小民. Kano 模型在急诊服务质量改进中的应用[J]. 医院管理论坛, 2013, 30(8):23-27.
14. Bostan S, Acuner T, Yilmaz G. Patient (customer) expectations in hospitals[J]. Health Policy, 2007, 82(1):62-70.
15. 王倩, 秦晶, 刘凤霞. 浅谈医院环境的人性化管理[J]. 吉林医学, 2009, 30(23):194-195.

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Recommendations on Improving the Charming Quality of Outpatient Services

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