Effect of Kano model on improving satisfaction of nursing service in outpatient and emergency department of pediatrics

VernacularTitle:Kano模式对提升儿科门急诊护理服务满意度的影响
Author: Ying SU ¹ ; Su-Fang LI ; Qun ZHENG ; Shang-Gou QIN ; Shao-Huan LI
Author Information

1. 518026,广东省深圳市儿童医院小儿泌尿外科
Keywords: Data collection; Kano model; Outpatient and emergency department of pediatrics; Nursing service; Satisfaction; Quality attribute
From: Chinese Journal of Modern Nursing 2013;19(24):2885-2888
CountryChina
Language:Chinese
Abstract: Objective To discuss the effect of Kano model on improving satisfaction of nursing service in outpatient and emergency department of pediatrics.Methods Questionnaires about Kano model on the needs of nursing service in outpatient and emergency department were designed,and the attributes of needs were determined.Children' s needs were included in the nursing service process.And the satisfaction of nursing was investigated and compared before and after by a third party.Results There were ten must-be items (M),nine one-dimensional items (O) and six attractive itmes (A) in Kano model analysis of nursing service.After improving nursing process,the satisfaction rate increased from 78.23％ to 86.30％,with statistically significant difference (x2 =6.536,P ＜ 0.05).Conclusions Kano model can exactly screen the quality attributes of children's and parents' needs of nursing service,and significantly improve satisfaction in outpatient and emergency department of pediatrics.