基于Kano模型的神经外科重症患者家属服务需求调查  

Survey on service needs of family members of Neurosurgical Intensive Care Unit patients based on the Kano model

作　　者：张冉[1,2] 吴飞 王鑫[1] 王欢 邢娅娜 蔡卫新[1] Zhang Ran;Wu Fei;Wang Xin;Wang Huan;Xing Yana;Cai Weixin(Department of Nursing,Beijing Tiantan Hospital,Capital Medical University,Beijing 100070,China;Intensive Care Unit,Beijing Tiantan Hospital,Capital Medical University,Beijing 100070,China;School of Nursing,Capital Medical University,Beijing 100069,China)

机构地区：[1]首都医科大学附属北京天坛医院护理部,北京100070 [2]首都医科大学附属北京天坛医院重症医学科,北京100070 [3]首都医科大学护理学院,北京100069

出　　处：《中华现代护理杂志》2025年第6期705-712,共8页Chinese Journal of Modern Nursing

基　　金：北京市医院管理中心"青苗"计划专项(QML20230515);首都医科大学数智护理基础临床协同研究专项(SZHL23Z02)。

摘　　要：目的调查并分析神经外科重症患者家属的服务需求,为进一步提升神经外科重症患者护理服务提供参考。方法采用便利抽样法,选取2024年3—5月在首都医科大学附属北京天坛医院重症医学科住院的神经外科患者家属270名为研究对象。基于文献分析和专家函询法,自行设计基于Kano模型的神经外科重症患者家属需求问卷并对研究对象进行调查。运用Kano模型分析技术,确定神经外科重症患者家属服务需求的属性分类及优先级排序,并构建满意度-重要度象限图。结果最终共发放调查问卷270份,获得有效问卷248份,问卷有效回收率为91.85%(248/270)。Kano属性分析结果显示神经外科重症患者家属服务需求均为期望属性;满意度-重要度象限图分析结果显示需求条目中,10项位于优势区、9项位于保留区、4项位于观察区、7项位于需改进区。结论基于Kano模型的神经外科重症患者家属服务需求分析可以帮助医护人员识别家属多样化需求属性,建议未来医护人员在保证优势区服务内容供给的情况下,整合医院资源不断完善需改进区域的服务内容,从而提升家属满意度,提高医院竞争优势。Objective To investigate and analyze the service needs of family members of Neurosurgical Intensive Care Unit patients and provide references for improving Neurosurgical Intensive Care Unit nursing services.MethodsTotally 270 family members of neurosurgical patients hospitalized between March and May 2024 at Intensive Care Unit of Beijing Tiantan Hospital,Capital Medical University were selected by convenience sampling.Kano Model-based Questionnaire on the Needs of Family Members of Neurosurgical Intensive Care Unit Patients designed based on literature review and expert consultation,was distributed to investigate their families service needs.The Kano model analysis was applied to categorize service needs and prioritize them,followed by constructing a satisfaction-importance quadrant diagram.ResultsA total of 270 questionnaires were distributed,with 248 valid responses collected,yielding an effective response rate of 91.85%(248/270).The Kano attribute analysis revealed that all service needs were classified as"expected attributes".The satisfaction-importance quadrant diagram indicated that 10 items were located in the"advantage zone",nine items in the"retention zone",four items in the"observation zone",and seven items in the"improvement zone".ConclusionsThe Kano model-based analysis of service needs helps healthcare providers identify the diverse needs of family members of Neurosurgical Intensive Care Unit patients.It is recommended that while maintaining the provision of services in the"advantage zone",healthcare providers integrate hospital resources to continuously improve services in the"improvement zone"to enhance family satisfaction and strengthen hospital competitiveness.

关 键 词：重症监护病房 KANO模型 神经外科 患者家属 服务需求 

分 类 号：R473.6[医药卫生—护理学]