基于Kano模型的老年护理专科门诊服务需求调查与建设  

Investigation and construction of nursing service demands in elderly specialized outpatient based on Kano model

作　　者：肖甜 金环[1] 宋文君[1] 王琼[1] 王勤[1] XIAO Tian;JIN Huan;SONG Wen-jun;WANG Qiong;WANG Qin(Department of Geriatrics,Union Hospital,Tongji Medical College,Huazhong University of Science and Technology,Wuhan 430000,China)

机构地区：[1]华中科技大学同济医学院附属协和医院全科医学科,湖北省武汉市430000

出　　处：《实用老年医学》2023年第1期87-91,共5页Practical Geriatrics

摘　　要：目的探讨老年护理专科门诊病人的服务需求,研究如何提升老年护理专科门诊病人满意度,为提高老年护理专科门诊的护理服务质量及改进服务内容提供依据。方法采用Kano模型分析技术设计老年护理专科门诊护理服务质量及服务内容需求调查问卷,对343例老年护理专科门诊病人的服务需求进行调查分析,确定老年护理专科门诊的服务需求属性。结果老年护理专科门诊服务需求33个条目中必备型需求占18.18%,期望型需求占39.39%,魅力型需求占36.36%,无差异型需求占6.06%。重要度、满意度四象限分析汇总中,魅力型需求主要是健康教育及就诊环境,期望型需求主要是服务态度及操作技术。结论在确保必备型需求满足的同时,大力促进期望型需求的改善,关注魅力型属性的提升,有助于针对性地改进护理服务,从而提升门诊运作效率及就诊病人满意度。Objective To explore the nursing service demands in the elderly specialized outpatients,and to study how to improve the satisfaction of elderly outpatients,and to provide a basis for building outpatient nursing service quality and service content for the elderly patients.Methods Kano model was used to design a questionnaire on the demands for the quality and content of nursing service in the specialized outpatients.The nursing service demands of 343 elderly specialized outpatients were investigated and analyzed,and the demand attributes of the elderly specialized outpatients were analyzed.Results Among the 33 items of the nursing service demands,18.18%was must-be requirement,39.39%was one-diamensional requirement,36.36%was attractive requirement,and 6.06%was indifferent requirement.In the summary of importance and satisfaction quadrants,health education and medical environment were the main attractive requirement,and service attitudes and operating techniques were the main one-diamensional requirement.Conclusions While essential demands are met,we should vigorously promote the improvement of one-diamensional requirement,pay attention to the improvement of attractive requirement,which will help to improve nursing services,and further increasing the efficiency of outpatient clinic and the satisfaction of elderly outpatients.

关 键 词：老年人 专科门诊 KANO模型 护理服务需求 满意度 

分 类 号：R473.5[医药卫生—护理学]