Kano模式对提升儿科门急诊护理服务满意度的影响

Effect of Kano model on improving satisfaction of nursing service in outpatient and emergency department of pediatrics

目的 探讨Kano模式在提升儿科门急诊护理服务满意度中的作用.方法 自行设计Kano模式门急诊护理服务需求调查问卷,确定儿科门急诊护理服务需求的属性；将患儿需求转化到改进护理服务流程的设计中；委托第三方对流程改进前后的门急诊护理服务满意度进行调查并比较.结果 Kano模式分析中,儿科门急诊护理服务项目必备属性（M）10项、期望属性（0）9项、魅力属性（A）6项；改进护理服务流程后,护理满意度由78.23％提高到86.30％,差异有统计学意义（x2=6.536,P＜0.05）.结论 Kano模式能准确筛选出患儿及家长对门急诊护理服务需求的质量属性,可以显著提高儿科门急诊护理服务的满意度.

Objective To discuss the effect of Kano model on improving satisfaction of nursing service in outpatient and emergency department of pediatrics.Methods Questionnaires about Kano model on the needs of nursing service in outpatient and emergency department were designed,and the attributes of needs were determined.Children＇ s needs were included in the nursing service process.And the satisfaction of nursing was investigated and compared before and after by a third party.Results There were ten must-be items （M）,nine one-dimensional items （O） and six attractive itmes （A） in Kano model analysis of nursing service.After improving nursing process,the satisfaction rate increased from 78.23％ to 86.30％,with statistically significant difference （x2 =6.536,P ＜ 0.05）.Conclusions Kano model can exactly screen the quality attributes of children＇s and parents＇ needs of nursing service,and significantly improve satisfaction in outpatient and emergency department of pediatrics.