基于Kano模型调研护理人员对静脉用药调配中心的服务需求

Investigation of the service demands of nurses on pharmacy intravenous admixture service based on the Kano model

目的:调研临床护理人员对静脉用药调配中心(PIVAS)的服务需求,为提升PIVAS的服务质量提供科学的理论依据。方法:在2019年12月-2020年1月,基于Kano模型理论,采用问卷调查的形式,调研重庆大学附属肿瘤医院临床护理人员对PIVAS的服务需求,并进行数据分析。结果:本研究共回收90份问卷,其中有效问卷86份,占95.56%。问卷调查结果显示,重庆大学附属肿瘤医院参与调研的人群女性占96.51%,本科及以上学历占59.30%,内科占70.93%,职称构成和工作年限分布比例合理。微信小程序调研方式更受欢迎,占51.16%。问卷质量分析表明,该问卷具有较好的信度和效度。及时接听电话、到临床沟通、满意度测评和持续改进属于魅力属性,及时退药、及时送达、正确性、成品问题解决、工人态度和移动沟通群则属于期望属性。矩阵象限图分析表明,及时退药的满意系数(SI)最高,为0.94,正确性的不满意系数绝对值(|DSI|)最高,为0.81。及时送达、工人态度、成品问题解决的SI和|DSI|均具有相对较高的赋值。亚组分析表明,各亚组服务需求的分类与总体具有较好的一致性。结论:基于Kano模型的调研为了解临床护理人员对PIVAS的服务需求提供了基础理论信息。本院PIVAS在后续实践工作中,可以以需求层次为导向,强化相应质控管理,科学化地提升PIVAS服务能力。

Objective:To investigate the service demands of nurses on pharmacy intravenous admixture services(PIVAS),so as to provide scientific evidence for the improvement of the service quality in the hospital.Methods:Based on the Kano model,a questionnaire survey was conducted from December 2019 to January 2020,concerning the service demands of nurses in PIVAS of the Tumor Hospital Affiliated to Chongqing University,and analysis was made on the obtained data.Results:A total of 90 questionnaires were recovered,of which 86 were valid,accounting for 95.56%.The questionnaire survey results indicated that 96.51%of the respondents were female,59.30%had undergraduate or higher educational background,70.93%came from internal medicine department,and the proportion of professional titles and service years was reasonable.The research method of the WeChat applet was more popular among the respondents,accounting for 51.16%.Quality analysis of questionnaire survey showed that the survey was of good reliability and validity.Timely answering phone calls,clinical communication,satisfaction evaluation and continuous improvement belonged to the attractive quality attribute,while timely drug return,quick delivery,accuracy,problem solving,workers’attitude and mobile communication group belonged to the one-dimensional quality attribute.Matrix quadrant analysis shows that the rate of satisfaction index(SI)for timely drug return was the highest(0.94),and the absolute value of dissatisfaction index(|DSI|)for accuracy was the highest(0.81).The SI and|DSI|rates of quick delivery,workers’attitude and problem solving of finished products all had relatively high assignments.The results of subgroup analysis were consistent with the service demand classification of totality.Conclusion:The research based on the Kano model provides basic information for understanding the service demand of PIVAS on the part of clinical nurses.With the service demand as direction,the relevant quality control management should be strengthened and the service capacity of PIVAS could be improved in the forthcoming practice of PIVAS in the hospital.