Kano模型对口腔肿瘤患者支持性照护需求的研究

Study on Supportive Care Needs of Patients with Oral and Maxillofacial Tumor Based on Kano Model

目的探讨口腔肿瘤住院患者支持性照护需求,用以指导临床护理工作,提高患者疾病治疗和护理服务效果。方法运用Kano模型设计口腔肿瘤住院患者支持性照护需求的调查问卷,采用方便抽样对120例口腔肿瘤住院患者进行问卷调查,运用Kano模型分析法分析支持性照护需求的服务属性。结果口腔肿瘤住院患者支持性照护需求中必备质量、期望质量、魅力质量分别有4项、11项、5项,期望质量和魅力质量占80%;象限图分析中,位于优势区8项,待改进区12项。结论运用Kano模型调查、分析,可识别患者满意的因素,有利于医院有针对性地改进服务水平,实现医疗护理质量的持续改进。

Objective To assess supportive care needs of inpatients with oral and maxillofacial tumors on Kano model, so as to better guide clinical nursing work and improve disease treatment. Methods The based Kano model was used to design questionnaire of supportive care needs for oral tumor inpatients, and 120 cases of oral cancer patients were surveyed with convenient sampling. The Kano method was used to analyze the supportive care needs. Results There were 4 items attributed to must-be quality, 11 items attributed to expected quality, and 5 items attributed to attractive quality, respectively. Expected quality and attractive quality accounted for 80% of all factors. In the quadrant chart analysis, there were 8 items in competitive advantage district and 12 in the urgent improvement district, respectively . Conclusion Kano model can be used to analyze the factors that can satisfy the patients. It can also help the hospitals to improve their service and to achieve the sustainable improvement of the quality of medical care.