基于KANO模型的护患双方对专科护理门诊关怀行为期望比较
作者:
作者单位:

作者简介:

女,硕士,主管护师,护理部助理

通讯作者:

基金项目:

河南省中青年卫生健康科技创新领军人才培养项目(LJRC2023020)


Comparison of nurse-patient expectation of caring behaviors in specialized nursing outpatient clinics based on KANO model
Author:
Affiliation:

Fund Project:

  • 摘要
  • |
  • 图/表
  • |
  • 访问统计
  • |
  • 参考文献
  • |
  • 相似文献
  • |
  • 引证文献
  • |
  • 资源附件
    摘要:

    目的 探究专科护理门诊护患双方对关怀行为的期望,为高效实施护理人文关怀提供依据。方法 以华生关怀理论为框架,基于关怀评价量表,结合文献回顾、半结构化访谈、德尔菲专家函询,形成专科护理门诊患者22项关怀行为需求指标。应用KANO模型设计调查问卷,采用便利抽样法于2023年5-6月,对河南省5所三级甲等医院1 309例在专科护理门诊就诊的患者和119名专科护理门诊护士进行调查。结果 22项关怀行为中,患者视角下归于必备属性5项、期望属性6项、魅力属性11项,其中满意系数Better值最高的为“多种途径的预约挂号”,不满意系数Worse值最高的是“治疗护理中保护您的个人隐私”;基于Better-Worse指数的分类显示,必备属性9项、期望属性2项、魅力属性11项。护患双方对21项关怀行为的KANO属性构成分布比较,差异有统计学意义(均P<0.05),KANO属性构成分布一致的项目仅1项。结论 专科护理门诊服务应在满足必备属性的基础上,着力提高期望属性,并尽力满足魅力属性。护患双方在关怀行为属性构成上存在较大偏差,护士应加强患者需求为导向的人文关怀服务,以满足患者需求,提高满意度。

    Abstract:

    Objective To explore the attributes of humanistic care needs from the perspectives of outpatient patients and nurses in specialized nursing clinic, and to provide a basis for nurses to implement nursing humanistic care more efficiently.Methods Taking Watson′s caring theory as a framework, based on the entries of the Caring Evaluation Scale, combined with literature review, semi-structured interviews, and Delphi expert correspondence, we formed the indicators of patients′ caring needs in specialized nursing outpatient clinics.The KANO model was applied to design a questionnaire on the humanistic caring needs of patients in specialist nursing clinic, and a survey was conducted in May through June 2023 using the convenience sampling method on 1,309 patients and 119 nurses in specialized nursing outpatient clinics in five tertiary hospitals in Henan province.Results Among the 22 caring behaviors, 5 were attributed to essential attributes, 6 to desired attributes, and 11 to charismatic attributes from the patient′s point of view, of which the one with the highest satisfaction coefficient of Better was "booking appointments through multiple channels" and the one with the highest dissatisfaction coefficient of Worse was "protecting your personal privacy during treatment"; the one with the highest satisfaction coefficient of Worse was "protecting your personal privacy during treatment".Compa-rison of the distribution of the KANO attributes of the 21 caring behaviors by both patients and nurses showed statistically significant differences (P<0.05 for all), and the distribution of the KANO attributes was consistent for only 1 item.Conclusion Specia-lized nursing outpatient services should focus on improving the desired attributes and try to satisfy the charismatic attributes on the basis of satisfying the required attributes. There is a large deviation between nurses and patients in the composition of caring behavior attributes, suggesting that nurses should strengthen patient demand-oriented humanistic care services to meet patient needs and improve satisfaction.

    参考文献
    相似文献
    引证文献
引用本文

瞿靖芮,郑喜灿,刘义兰,张红梅,郭舒婕,韩晓霞,张丽,张天瀚.基于KANO模型的护患双方对专科护理门诊关怀行为期望比较[J].护理学杂志,2025,(1):3-7

复制
分享
文章指标
  • 点击次数:
  • 下载次数:
历史
  • 收稿日期:2024-07-20
  • 最后修改日期:2024-10-30
  • 录用日期:
  • 在线发布日期: 2025-02-10