ObjectiveTo assess the care needs of outpatients in stomatological hospital and provide evidence for the improvement of patients' satisfaction.
MethodsAccording 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.
ResultsAmong 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.
ConclusionKano 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.
