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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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.	葉志弘, 孫曉敏. 以人為本提供超期望服務[J]. 中華護理雜志, 2002, 37(4):315-317.
4.	王殊軼, 錢省三. Kano模式在醫院服務質量管理中的應用研究[J]. 工業工程與管理, 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.	劉文超, 張旺喜, 文昌俊. 基于Kano模型的專業實習教學質量滿意度測評[J]. 湖北工業大學學報, 2009, 24(1):35-37.
7.	郭世莉, 陳群, 劉奠忠. Kano模型對口腔腫瘤患者支持性照護需求的研究[J]. 成都醫學院學報, 2014, 9(1):97-100.
8.	陳俊虎, 王燕燕, 蘇汝好, 等. 基于Kano模型的醫院門診服務需求調查分析[J]. 重慶醫學, 2012, 41(31):3305-3307, 3329.
9.	唐中君, 龍玉玲. 基于Kano模型的個性化需求獲取方法研究[J]. 軟科學, 2012, 26(2):127-131.
10.	銀淑秋, 顧平. 基于卡諾模型的醫療行業顧客滿意影響因素分析[J]. 江蘇科技大學學報:社會科學版, 2005, 5(2):52-55.
11.	趙佛容. 口腔護理學[M]. 上海:復旦大學出版社, 2004:30-33.
12.	張綱, 譚穎徽, 裘松波, 等. 口腔科醫療收費要堅持以病人為本[J]. 醫學與哲學:臨床決策論壇版, 2007, 28(1):78-79.
13.	王麗娜, 王會琴, 魏俊龍. 卡諾模型在精神科護理工作中的應用[J]. 護理實踐與研究, 2012, 9(7):20-21.
14.	任云華, 溫恒彩. 加強以病人為中心的門診服務管理[J]. 中國衛生事業管理, 2005, 24(2):87-88.
15.	陳俊虎, 梁翠翠, 吳進軍, 等. 基于Kano模型的服務需求研究進展[J]. 中國衛生事業管理, 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. 葉志弘, 孫曉敏. 以人為本提供超期望服務[J]. 中華護理雜志, 2002, 37(4):315-317.
4. 王殊軼, 錢省三. Kano模式在醫院服務質量管理中的應用研究[J]. 工業工程與管理, 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. 劉文超, 張旺喜, 文昌俊. 基于Kano模型的專業實習教學質量滿意度測評[J]. 湖北工業大學學報, 2009, 24(1):35-37.
7. 郭世莉, 陳群, 劉奠忠. Kano模型對口腔腫瘤患者支持性照護需求的研究[J]. 成都醫學院學報, 2014, 9(1):97-100.
8. 陳俊虎, 王燕燕, 蘇汝好, 等. 基于Kano模型的醫院門診服務需求調查分析[J]. 重慶醫學, 2012, 41(31):3305-3307, 3329.
9. 唐中君, 龍玉玲. 基于Kano模型的個性化需求獲取方法研究[J]. 軟科學, 2012, 26(2):127-131.
10. 銀淑秋, 顧平. 基于卡諾模型的醫療行業顧客滿意影響因素分析[J]. 江蘇科技大學學報:社會科學版, 2005, 5(2):52-55.
11. 趙佛容. 口腔護理學[M]. 上海:復旦大學出版社, 2004:30-33.
12. 張綱, 譚穎徽, 裘松波, 等. 口腔科醫療收費要堅持以病人為本[J]. 醫學與哲學:臨床決策論壇版, 2007, 28(1):78-79.
13. 王麗娜, 王會琴, 魏俊龍. 卡諾模型在精神科護理工作中的應用[J]. 護理實踐與研究, 2012, 9(7):20-21.
14. 任云華, 溫恒彩. 加強以病人為中心的門診服務管理[J]. 中國衛生事業管理, 2005, 24(2):87-88.
15. 陳俊虎, 梁翠翠, 吳進軍, 等. 基于Kano模型的服務需求研究進展[J]. 中國衛生事業管理, 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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