基于Kano模型的三级癫痫中心护理服务需求调查

Survey on Demands for Nursing Service in Tertiary Epilepsy Treatment Centers Based on the Kano Model

目的 分析三级癫痫中心护理服务建设的应用需求,为优化中心建设提供参考。方法 采用便利抽样的方法选取2022年6月至2023年6月在宜春市人民医院综合癫痫中心接受治疗的100例患者为研究对象,采用基于Kano模型及德尔菲专家咨询法设计的问卷进行调查。通过Kano模型需求属性分类、Better-Worse系数分析和二维矩阵分析,确定三级癫痫中心护理服务建设的需求属性,通过需求要素筛选确定最敏感和需要改进的要素。结果 根据Kano模型需求属性分类结果,根据指标分类的20项需求中包含期望需求9项(45%)、魅力需求3项(15%)、必备需求7项(35%)、无差异需求1项(5%),其中“护士服务态度”和“远程服务快速响应”两个需求指标的敏感度最高。结论 医疗机构及三级癫痫中心管理者应重视护士服务态度提升,确保每位患者都能得到尊重和关怀,同时优化远程服务流程,提高响应速度和服务质量,以满足患者对即时性和便捷性的需求。同时,三级癫痫中心服务建设需要提高互联网端远程指导能力及信息安保能力,针对住院或居家癫痫患者及时优化调整护理策略,改善患者康复效果。

Objective To analyze the demands for nursing service construction in tertiary epilepsy treatment centers,aiming to provide a reference for optimizing the construction of these centers.Methods A total of 100 patients were selected by convenience sampling who were treated in the Comprehensive Epilepsy Treatment Center of Yichun People's Hospital from June 2022 to June 2023.They were investigated using a questionnaire designed based on the Kano model and Delphi method.The attributes of demands for nursing service construction in tertiary epilepsy treatment centers were determined through the classification of demands by attribute based on the Kano model,Better⁃Worse coefficient analysis and two-dimensional matrix analysis.The most sensitive demands and those requiring improvement were identified by screening.Results According to the classification results of demands by attribute based on the Kano model,the 20 classified demands included 9 one-dimensional demands(45%),3 attractive demands(15%),7 must-be demands(35%)and 1 indifferent demand(5%).Notably,"nurses'service attitude"and"rapid remote service response"were the most sensitive demands.Conclusion Administrators of medical institutions and tertiary epilepsy treatment centers should enhance nurses'service attitude,ensuring that each patient can be treated with respect and compassion.They should also streamline remote service processes and improve both response speed and service quality to meet patients'demands for prompt and convenient care.Additionally,in order to construct nursing services in tertiary epilepsy treatment centers,the capabilities for online remote instruction and information security should be enhanced and the nursing strategies for both hospitalized and home-based epilepsy patients should be timely optimized and adjusted,thereby improving patient rehabilitation outcomes.