基于Kano模型的新冠肺炎疫情下护士工作环境需求属性分析

Need Analysis of Nursing Work Environment During Coronavirus Disease 2019 Based on Kano Model

目的探讨新冠肺炎疫情下护士工作环境的需求,为护理管理者在应对新冠肺炎等传染性疾病时制定工作环境优化策略提供科学依据。方法采用Kano模型分析技术自行设计新冠肺炎疫情下护理人员工作环境需求调查问卷,对青岛市某三级甲等医院576名护士进行问卷调查,确定各项需求属性。结果21项护士工作环境需求中,6项为必备属性、5项为魅力属性,其余均为期望属性项目。在象限分析图中,优势区11项、需改进区6项、保留区4项。结论Kano模型应用于护理人员工作环境需求,可识别新冠肺炎疫情下需求的不同属性;护理管理者应该根据Kano模型分析的结果并结合象限图分层次改进服务,满足需求,减轻压力,提升工作满意度。

Objective To explore the needs of nursing work environment during Coronavirus Disease 2019(COVID-19),and to provide scientific evidence for nursing administrators to formulate work environment optimization strategies when dealing with COVID-19 and other infectious diseases.Methods A questionnaire on the needs of nursing work environment during the COVID-19 was designed based on the Kano Model and the survey was conducted among 576 nurses in a tertiary A hospital in Qingdao to determine the quality of each need.Results Among the 21 needs of nursing work environment,6 entries was categorized as the Must-be Quality,5 as the Attractive Quality,and the rest as the One-dimensional Quality.In the quadrant analysis chart,there were 11 entries located in the advantage area,6 in the to-improve area,and 4 in the reserved areas.Conclusions The Kano model can be applied to analyse the needs of nursing work environment,and identify the different qualities of the needs during COVID-19 pandemics.Nursing administrators should improve the services according to the results of Kano analysis and the quadrant analysis chart to meet the needs,to reduce the working pressure,and to increase the job satisfaction.