基于Kano模型的日间化疗患者护理服务需求研究
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女,本科,护士

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中山大学孙逸仙纪念医院逸仙优秀青年护理人才培养项目(YXHL2023001);广东省护理学会2022年度临床研究项目(GDKY202201)


Attribute analysis of service demand for day chemotherapy patients based on Kano model
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    摘要:

    目的 调查并分析日间化疗患者的护理服务需求,为制订针对性措施提高日间化疗护理服务质量及患者满意度提供参考。方法 采用便利抽样法,于2024年4-5月选取日间化疗的295例患者为调查对象。采用日间化疗患者服务需求Kano问卷进行调查,使用Kano模型分析法进行需求属性归类,并通过满意度-重要度矩阵以及灵敏度数值计算出服务需求改进的优先顺序。结果 日间化疗患者护理服务需求中,无差异属性需求22项,魅力属性需求15项,必备属性需求12项,期望属性需求10项,未发现逆向属性需求。共有12项需求亟待改进,其中最需改进的需求是帮助患者应对发热/潮热、恶心/呕吐、气短等症状管理需求。结论 日间化疗患者存在多种护理服务需求,有必要通过优化就诊流程、提供化疗不良反应应对指导等措施满足其多样化服务需求,以提高护理服务质量及患者满意度。

    Abstract:

    Objective To investigate and analyze the nursing service needs of day chemotherapy patients, to provide reference for developing targeted measures to improve nursing service quality and patient satisfaction. Methods Convenience sampling was employed to select 295 day chemotherapy patients as survey subjects from April-May 2024. The Kano questionnaire was used to assess service needs, with Kano model analysis for needs categorization,and the satisfaction-importance matrix and sensitivity values were utilized to calculate the priority order of service needs improvement. Results There were 22 indifferent quality needs, 15 attractive quality needs, 12 must-be quality needs, and 10 one-dimensional quality needs, no reverse quality needs identified among the nursing service needs of day chemotherapy patients. Twelve urgent needs required improvement, with the most critical being assistance in managing symptoms like fever/heat flashes, nausea/vomiting, and shortness of breath. Conclusion Day chemotherapy patients exhibit diverse nursing service needs. Optimizing the medical visit process and providing guidance on adverse reactions can effectively meet these varied needs, thereby enhancing both nursing service quality and patient satisfaction.

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韩栩,陈珺仪,杨志华,孙诗皓.基于Kano模型的日间化疗患者护理服务需求研究[J].护理学杂志,2025,40(20):66-70

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  • 收稿日期:2025-05-14
  • 最后修改日期:2025-07-10
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  • 在线发布日期: 2025-11-24