基于Kano模型的邢台市某区慢性病老年人上门护理服务需求研究

Needs for home nursing service among chronically ill elderly in a district of Xingtai city:an analysis based on Kano model

目的分析慢性病老年人上门护理服务需求的属性类别,以满足社区慢性病老年人上门护理服务的需求,并优化上门护理服务内容。方法通过文献阅读及调查对象访谈归纳主要需求,对邢台市某区慢性病老年人进行问卷调查,基于Kano模型计算满意度和重要度系数,绘制四分位图,完成慢性病老年人上门护理服务需求的属性归类。结果21个上门护理服务需求中,包括3个必备属性需求、8个期望属性需求、4个魅力属性需求和6个无差异属性需求,未出现逆向属性需求。四分位图显示位于强化保持区的有8个条目,重点改进区的有3个条目,其次改进区的有4个条目,维持现状区的有6个条目。结论Kano模型可量化并准确识别慢性病老年人上门护理服务需求属性,应根据慢性病老年人的不同需求,不断改进和优化上门护理服务内容,以提高慢性病老年人的满意度。

Objective To analyze the attributes of the needs for home nursing service among the elderly with chronic diseases,so as to meet the care needs of community-dwelling older adults and optimize the home nursing service.Methods The main needs of the elderly with chronic diseases in a district of Xingtai city were summarized through literature review and interviews.The satisfactionimportance coefficient was calculated based on the Kano model,and the quartile map was drawn to classify the need attributes.Results Among the 21 home nursing service needs,there were 3 essential needs,8 expected needs,4 charm needs,and 6 undifferentiated needs;no reverse need was noted.The quartile map showed that there were 8 services in the enhanced maintenance area,3 services in the key improvement area,4 services in the secondary improvement area,and 6 services in the status quo-maintaining area.Conclusion The Kano model can quantify and identify the need attributes of home nursing services among the elderly with chronic diseases.The content of home nursing services should be continuously optimized to meet the needs of this population and improve their satisfaction.