Investigation and analysis of outpatient nursing service needs based on kano model / 中国实用护理杂志

ABSTRACT

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.