Survey on service needs of family members of Neurosurgical Intensive Care Unit patients based on the Kano model
10.3760/cma.j.cn115682-20240924-05268
- VernacularTitle:基于Kano模型的神经外科重症患者家属服务需求调查
- Author:
Ran ZHANG
1
;
Fei WU
;
Xin WANG
;
Huan WANG
;
Yana XING
;
Weixin CAI
Author Information
1. 首都医科大学附属北京天坛医院护理部，北京 100070
- Publication Type:Journal Article
- Keywords:
Intensive Care Unit;
Kano model;
Neurosurgery;
Patient family;
Service need
- From:
Chinese Journal of Modern Nursing
2025;31(6):705-712
- CountryChina
- Language:Chinese
-
Abstract:
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.Methods:Totally 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.Results:A 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".Conclusions:The 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.
