A Survey on Care Needs of Outpatients in Stomatological Hospital based on Kano Model_West China Medical Journal

Authors：

 GUOShi-li ,  CHENQun

Department of Nursing, Affiliated Hospital of Luzhou Medical College, Luzhou, Sichuan 646000, P. R. China;

Corresponding author：

CHENQun, Email: 294428810@qq.com

Keywords：

Kano model; Care needs; Patients'satisfaction

DOI：

10.7507/1002-0179.20150090

Video：

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Abstract Full text Figures/Tables Video References Cited by

Objective To assess the care needs of outpatients in stomatological hospital and provide evidence for the improvement of patients' satisfaction. Methods According to the characteristics of outpatients in stomatological hospital, a convenience sample of 150 cases was assessed with care needs survey based on Kano Model between May 2011 to February 2012. Results Among all the care needs, 6 were essential, 11 were expected, and 3 had an attractive quality. Essential and attractive care needs accounted for 70% of all items. In the quadrant chart analysis, there were 8 items in competitive advantage district and 12 in the urgent improvement district respectively. Conclusion Kano model is a quality attributive recognition tool. Through the analysis of the questionnaire, we believe the hospital should improve such aspects as information disclosure, public facilities, appointment, optimization process, and shortening patients' waiting time, in order to meet patients' needs by providing them with high quality services.

Citation： GUOShi-li, CHENQun. A Survey on Care Needs of Outpatients in Stomatological Hospital based on Kano Model. West China Medical Journal, 2015, 30(2): 307-311. doi: 10.7507/1002-0179.20150090 Copy

1.	Herzberg F. The motivation to work[M]. New York:John Wiley and Sons, 1959:104-107.
2.	Kano N, Seraku N, Takahashi F, et al. Attractive quality and must be quality[J]. J Japan Soci Qual Control, 1984, 14(2):39-48.
3.	叶志弘, 孙晓敏. 以人为本提供超期望服务[J]. 中华护理杂志, 2002, 37(4):315-317.
4.	王殊轶, 钱省三. Kano模式在医院服务质量管理中的应用研究[J]. 工业工程与管理, 2005, 10(4):104-106, 120.
5.	Boyes A, Girgis A, Lecathelinais C. Brief assessment of adult cancer patients' perceived needs:development and validation of the 34-item supportive Care Needs Survey (SCNS-SF34)[J]. J Eval Clin Pract, 2009, 15(4):602-606.
6.	刘文超, 张旺喜, 文昌俊. 基于Kano模型的专业实习教学质量满意度测评[J]. 湖北工业大学学报, 2009, 24(1):35-37.
7.	郭世莉, 陈群, 刘奠忠. Kano模型对口腔肿瘤患者支持性照护需求的研究[J]. 成都医学院学报, 2014, 9(1):97-100.
8.	陈俊虎, 王燕燕, 苏汝好, 等. 基于Kano模型的医院门诊服务需求调查分析[J]. 重庆医学, 2012, 41(31):3305-3307, 3329.
9.	唐中君, 龙玉玲. 基于Kano模型的个性化需求获取方法研究[J]. 软科学, 2012, 26(2):127-131.
10.	银淑秋, 顾平. 基于卡诺模型的医疗行业顾客满意影响因素分析[J]. 江苏科技大学学报:社会科学版, 2005, 5(2):52-55.
11.	赵佛容. 口腔护理学[M]. 上海:复旦大学出版社, 2004:30-33.
12.	张纲, 谭颖徽, 裘松波, 等. 口腔科医疗收费要坚持以病人为本[J]. 医学与哲学:临床决策论坛版, 2007, 28(1):78-79.
13.	王丽娜, 王会琴, 魏俊龙. 卡诺模型在精神科护理工作中的应用[J]. 护理实践与研究, 2012, 9(7):20-21.
14.	任云华, 温恒彩. 加强以病人为中心的门诊服务管理[J]. 中国卫生事业管理, 2005, 24(2):87-88.
15.	陈俊虎, 梁翠翠, 吴进军, 等. 基于Kano模型的服务需求研究进展[J]. 中国卫生事业管理, 2010, 27(3):152-154.

1. Herzberg F. The motivation to work[M]. New York:John Wiley and Sons, 1959:104-107.
2. Kano N, Seraku N, Takahashi F, et al. Attractive quality and must be quality[J]. J Japan Soci Qual Control, 1984, 14(2):39-48.
3. 叶志弘, 孙晓敏. 以人为本提供超期望服务[J]. 中华护理杂志, 2002, 37(4):315-317.
4. 王殊轶, 钱省三. Kano模式在医院服务质量管理中的应用研究[J]. 工业工程与管理, 2005, 10(4):104-106, 120.
5. Boyes A, Girgis A, Lecathelinais C. Brief assessment of adult cancer patients' perceived needs:development and validation of the 34-item supportive Care Needs Survey (SCNS-SF34)[J]. J Eval Clin Pract, 2009, 15(4):602-606.
6. 刘文超, 张旺喜, 文昌俊. 基于Kano模型的专业实习教学质量满意度测评[J]. 湖北工业大学学报, 2009, 24(1):35-37.
7. 郭世莉, 陈群, 刘奠忠. Kano模型对口腔肿瘤患者支持性照护需求的研究[J]. 成都医学院学报, 2014, 9(1):97-100.
8. 陈俊虎, 王燕燕, 苏汝好, 等. 基于Kano模型的医院门诊服务需求调查分析[J]. 重庆医学, 2012, 41(31):3305-3307, 3329.
9. 唐中君, 龙玉玲. 基于Kano模型的个性化需求获取方法研究[J]. 软科学, 2012, 26(2):127-131.
10. 银淑秋, 顾平. 基于卡诺模型的医疗行业顾客满意影响因素分析[J]. 江苏科技大学学报:社会科学版, 2005, 5(2):52-55.
11. 赵佛容. 口腔护理学[M]. 上海:复旦大学出版社, 2004:30-33.
12. 张纲, 谭颖徽, 裘松波, 等. 口腔科医疗收费要坚持以病人为本[J]. 医学与哲学:临床决策论坛版, 2007, 28(1):78-79.
13. 王丽娜, 王会琴, 魏俊龙. 卡诺模型在精神科护理工作中的应用[J]. 护理实践与研究, 2012, 9(7):20-21.
14. 任云华, 温恒彩. 加强以病人为中心的门诊服务管理[J]. 中国卫生事业管理, 2005, 24(2):87-88.
15. 陈俊虎, 梁翠翠, 吴进军, 等. 基于Kano模型的服务需求研究进展[J]. 中国卫生事业管理, 2010, 27(3):152-154.

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West China Medical Journal

A Survey on Care Needs of Outpatients in Stomatological Hospital based on Kano Model

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