基于Kano模型门诊患者对护理服务需求的调查与分析

Investigation and analysis of outpatient nursing service needs based on kano model

目的应用Kano模型分析门诊患者的护理服务需求,促进门诊护理服务质量改进。方法设计基于Kano模型门诊患者对护理服务需求的调查问卷,包括4个部分,服务与精神面貌、管理与专业职责、健康教育指导、门诊管理与便民服务,共28个服务项目组成。运用Kano模型分析技术,确定门诊患者护理需求的不同属性,包括期望属性(O)、必备属性(M)、魅力属性(A)、相反属性(R)及有问题的回答(Q)。结果通过识别各项需求的属性,将门诊患者的护理服务需求进行分类。归属于必备属性(M)的有11个服务项目2、8、9、12、13、14、23、24、26、27、28。期望属性(O)的有8个服务项目1、10、11、15、17、18、21、22。魅力属性(A)的有9个服务项目3、4、5、6、7、16、19、20、25。同时,构建出各服务项目满意度与重要度的象限图。结论应用Kano模型分析门诊患者的护理服务需求,能够确定各项需求的属性,实现管理项目改进的优先排序,为改善门诊护理服务质量提供决策参考依据。

Objective Application Kano model to analyze the nursing service demand of outpatients and promote the improvement of outpatient nursing service quality.Methods Design a questionnaire for the outpatients’service requirements based on the model of Kano,including 4 parts,service and mental outlook,management and professional duties,health education guidance,outpatient management and convenience Services,composed of 28 items.Using Kano model analysis technology,we can determine the different attributes of outpatient nursing needs,including O expectation attribute,M essential attribute,A charm attribute,R opposite attribute,and Q question answer.Results The nursing service needs of outpatients were classified by identifying the attributes of each demand.There are 8 items1,10,11,15,17,18,21,22 attributed to the desired attribute(O).There are 11 items 2,8,9,12,13,14,23,24,26,27,28 attributed to the mandatory attribute(M).There are9 items 3,4,5,6,7,16,19,20,25,28 attributed to the charm attribute(A).At the same time,the quadrant diagram of satisfaction and importance of each item is constructed.Conclusion Using the Kano model to analyze the nursing service demand of outpatients can determine the attributes of each demand,realize the priority of management project improvement,and provide decision-making reference for improving the quality of outpatient nursing service.