杭州“智慧医疗”系统功能属性用户需求研究

目的确定杭州"智慧医疗"系统用户使用现状及各版块功能属性用户需求模型。方法在综合前期现状调研获取的杭州"智慧医疗"各版块用户行为现状及焦点小组和深入访谈发掘的用户各版块需求基础之上,编制KANO问卷对31家医院455名用户进行调查。结果 (1)用户对于智慧医疗的了解度和使用频率均不高;但使用意愿较强。(2)确立了各版块的KANO属性归类,其中属于线性属性(O)的有诊间结算的支付安全性,属于魅力型(A)的有分时预约的预约便捷性和时间精确性、诊间结算的便捷性、多功能自助机的便捷性和人工指导服务、智慧医疗App的使用便捷性和功能全面性、微信平台推送内容的便民性和及时性。结论 (1)用户对智慧医疗的总体了解度和使用频率均不高,但使用意愿较强,智慧医疗系统应基于用户需求进行优化并强化宣传推广。(2)各功能属性优先顺序如下:诊间结算的支付安全性、分时预约的预约便捷度、诊间结算的便捷度、分时预约的时间精确性、多功能自助机的人工指导服务、操作便捷度、智慧医疗APP功能全面性、使用便捷度、微信平台推送内容的便民度、推送内容及时性。

User Requirements Analysis of Function Properties of SmartHealth-care System in Hangzhou

Objective To determine the user participation status of Smart Health-care System in Hangzhou, and construct the user requirement model for function properties of the system.Methods Based on the survey of the user participation in Smart Health-care System and the results of Focus Group and In-depth interview,a questionnaire was developed according to the Kano's theory.31 hospitals and 455 patients joined the survey.Results (1) Users' knowledge and participation rate of Smart Health-care System were not high, while their willingness of participation was clearly shown.(2) The function properties of the Smart Health-care System were classified into the following two qualities: one-dimensional quality (including the security of payment in outpatient care), attractive quality (including the convenience and accuracy of timeshare reservations, the convenience of payment in outpatient care, the convenience of and human guide service to self-service machines, the convenience and comprehensive functions of Smart Health-care APP, the convenience and timeliness of publishing content in WeChat platform.)Conclusion 1) Users' knowledge and participation degree of Smart Health-care System were not high, while their willingness of participation was clearly shown.Smart Health-care System should be optimized in accordance with user requirements.meanwhile, the publicity and promotion needs to be further promoted.(2)The priority of the function properties were listed as follows: the security of payment in outpatient care(O), the convenience of timeshare reservations(A), the convenience of payment in outpatient care(A), the accuracy of timeshare reservations(A), the human guide service of self-service machines(A), the convenience of self-service machines(A), the functional comprehensiveness of Smart Health-care APP(A), the convenience of Smart Health-care System APP(A), the convenience of publishing content in WeChat.(A), the timeliness of publishing content in WeChat(A).