基于KANO模式的关怀服务在危急重症患者影像学检查中的应用  

Application of KANO-based caring service in imaging examination of critically ill patients

作　　者：李银娜[1] 杜慧娟[1] 马文辉 Li Yinna;Du Huijuan;Ma Wenhui(The Third Affiliated Hospital of Xinxiang Medical University,Xinxiang 453000,Henan,China)

机构地区：[1]新乡医学院第三附属医院,河南新乡453000

出　　处：《临床心身疾病杂志》2023年第2期157-160,共4页Journal of Clinical Psychosomatic Diseases

基　　金：新乡市科技发展计划项目(编号2018330012)。

摘　　要：目的探索基于KANO模式的关怀服务在危急重症患者影像学检查中的应用效果。方法分别收集我院急诊科2020年5月~11月、2020年12月~2021年5月收治的47例和43例危急重症患者的临床资料,分别设为对照组和研究组。对照组给予常规干预,研究组在此基础上给予基于KANO模式的关怀服务。比较两组患者检查时间、检查及时性、检查成功率和急诊关怀服务满意度。结果研究组检查等待时间显著短于对照组(P<0.05),检查成功率显著高于对照组(P<0.05),检查及时性占比略高于对照组,但差异无统计学意义(P>0.05)。研究组急诊关怀服务满意度中的情感支持评分、优质护理照顾评分、尊重评分、沟通和信息评分和满意度总分均显著高于对照组(P<0.01)。结论基于KANO模式的关怀服务可缩短危急重症患者影像学检查等待时间,确保检查及时性,提高患者检查成功率和满意度。Objective To explore the application effect of care service based on the KANO model in imaging examination of critically ill patients.Methods Clinical data of 47 critically ill patients admitted to the emergency department of our hospital from May to Nov.2020 and 43 ones from Dec.2020 to May 2021 were respectively collected and assigned to control and research group.The control group received routine intervention,on this basis the research was plus KANO-based caring service.The examination time,timeliness of examination,success rate of examination and satisfaction with emergency caring service were compared between two groups.Results The waiting time was significantly shorter in research than in control group(P<0.05).The success rate of examination in the research group was significantly higher than that in the control group(P<0.05).The proportion of timely examination was slightly higher in research than in control group,but the difference was not statistically significant(P>0.05).Emotional support,high-quality nursing,respect,communication and information as well as total satisfaction scores were significantly higher in research than in control group(P<0.05).Conclusion KANO-based caring service could shorten waiting time for imaging examination of critically ill patients,ensure the timeliness of examination,and improve the success rate of examinations and satisfaction.

关 键 词：KANO模式 关怀服务 危急重症 影像学检查 

分 类 号：R473[医药卫生—护理学]