基于Kano模型的社区高血压移动医疗服务需求研究

发布时间：2018-10-16 20:53

【摘要】：目的基于Kano模型分析技术挖掘高血压患者和社区医生需求并构建新型社区高血压服务体系。方法首先,通过深度访谈洞察两类用户的服务需求要素,然后用KJ法进行归纳整理。其次,运用Kano模型分析技术对归纳整理后的用户需求重要性进行量化分类,构建患者和医生的服务需求模型。最后,将需求转化,构建相应角色模型和服务体系。结果高血压患者的必备需求主要是每日血压监测和医生评估等,一元需求主要是对医生的反馈和在线挂号预约等,魅力需求则是与医生的远程沟通和自诊引导服务等;社区医生的必备需求主要是血压数据的记录查看等,一元需求主要是按需设置检测报告参数和专家智库辅助评估等,魅力需求则是患者血压异常时的预警功能等。结论患者和医生的需求差异较大,因此一个整合的社区高血压移动医疗O2O服务体系,将是同时提高患者和医生情感体验与满意度的设计切入点。
[Abstract]:Objective to explore the needs of hypertension patients and community doctors based on Kano model and to construct a new community hypertension service system. Methods first, the service demand factors of two kinds of users were analyzed by in-depth interview, and then summarized by KJ method. Secondly, we use Kano model analysis technology to classify the importance of user demand, and construct the service demand model of patients and doctors. Finally, the requirements are transformed and the corresponding role model and service system are constructed. Results the essential needs of patients with hypertension were mainly daily blood pressure monitoring and doctor evaluation, monistic demand was mainly feedback to doctors and online registered appointment, and charm needs were remote communication with doctors and self-diagnosis and guidance services. The essential needs of community doctors are the recording and checking of blood pressure data, the requirement of one element is to set up the parameters of test report and expert think-tank to assist evaluation and so on, and the charm requirement is the warning function of patients with abnormal blood pressure, etc. Conclusion there is a great difference between patients and doctors, so an integrated community hypertension mobile medical O2O service system will be a design breakthrough point to improve the emotional experience and satisfaction of both patients and doctors.
【作者单位】：浙江工业大学;
【基金】：浙江省社科联重点项目(2014Z058) 浙江工业大学人文社科重点项目(Z20130219)
【分类号】：R544.1

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