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

Supportive care needs of patients with oral and maxillofacial tumor based on kano model

目的调查口腔颌面部肿瘤住院患者支持性照护需求,探讨提高患者满意度的有效方法。方法自行设计基于Ka-no模型口腔颌面部肿瘤住院患者支持性照护需求调查问卷,采用方便抽样对106例口腔颌面部肿瘤住院患者进行问卷调查,运用Kano模型分析方法确定支持性照护需求服务属性。结果口腔颌面部肿瘤住院患者支持性照护需求中必备属性、期望属性、魅力属性分别有4项、13项、3项,期望质量和魅力质量占80%。象限图分析中位于优势区及待改进区的项目分别有8项、12项,待改进区项目主要来自医疗系统及信息需求、患者照护及支持需求。结论医院应将工作重点放在完善基础服务,满足患者期望型需求,保证必备质量和期望质量等方面,尤其要关注魅力质量,以创造新的服务形式,提供高质量的护理服务。

Objective To assess supportive care needs of inpatients with oral and maxillofacial tumor and provide evidence for improving patient satisfaction.Methods A convenience sample of one hundred and six cases was assessed with supportive care needs survey based on Kano model.Results There were 4 items attributed to must-be quality,3 items attributed to attractive quality,and 13 items attributed to one-dimensional quality respectively.One-dimensional quality and attractive quality items accounted for 80% of all factors.In the quadrant chart analysis,there were 8 items and 12 items in competitive advantage district and 12 in the urgent improvement district respectively.Conclusion Hospitals should enhance must-be quality,one-dimensional quality,and attractive quality in order to effectively target patients′ perceived needs and medical needs.