摘要
目的探讨儿科住院患者对护理服务需求的属性,找出顾客期望的服务需求,为提高儿科服务水平提供参考。方法基于Kano模式自行设计儿科住院患者护理服务需求调查问卷,对295名住院患儿家长进行问卷调查。结果63项护理服务需求中,39项为期望属性,19项为魅力属性,2项为必备属性,3项为无关属性;50%魅力属性的一级指标为健康教育。结论儿科护理管理人员应根据Kano分析的结果,首先满足患者认为的必备属性,其次为期望属性,最后应开发魅力属性,从而提高优质护理服务质量管理水平。
Objective To ckassfy quality attributes of nursing needs in pediatrics, to find out customers expected service needs, and to improve quality of nursing service. Methods A total of 295 family members of hospitalized pediatric patients were selected and investigated by using a questionnaire designed based on Kano＇s model of quality element classification to categorize 63 customer requirements （CRs） relating to nursing needs. Results The results showed that 39 CRs were one-dimensional, 19 CRs were attractive, 2 CRs were must-be, and the other 3 CRs were categorized as indifferent; 50% of the attractive CRs were classified into the firstqevel indicator of health education. Conclusion According to the results, pediatric nursing managers should provide must-be CRs and followed by the one-dimensional, and finally develop the attractive CRs, so as to improve management level of high quality nursing service.
基金
广东省深圳市2011年科技计划项目(201102074)
