摘要
目的:调查日间手术患者全流程管理服务需求,为开展优质医疗和护理服务提供参考。方法:以Kano模型为理论框架,参考相关文献编制日间手术患者全流程管理服务需求调查问卷,于2022年4月—9月对北京市某三级甲等医院210例日间手术患者进行问卷调查,采用Kano分析法明确日间手术患者全流程管理服务需求属性。结果:在27个条目中,Kano属性定性为期望属性22个(81.5%),主要在疾病相关、手术信息和术后延续性护理需求维度;必备属性2个(7.4%),为术前准备和饮食指导需求;魅力属性2个(7.4%),为线上咨询和药物不良反应需求;无差异属性1个(3.7%),为药物储存需求。象限图结果显示,有21条需求位于优势区,其中期望属性19个,必备属性2个,总占比77.8%,6个条目位于保留区,占比22.2%,其余2个区域个数为0。结论:日间手术患者全流程管理需求呈现多元化特点,医疗机构应积极满足患者的期望和必备属性,在此基础上提供并创新魅力属性服务,从而提升患者满意度,提高医院竞争优势。
Objective:To investigate the needs of the whole process management service in day surgery patients.Methods:A questionnaire regarding the needs of the whole process management service was developed based on the theoretical framework and the evidence of previous literature.A questionnaire survey was conducted among 210 day surgery patients in a tertiary grade A hospital in Beijing from April to September 2022.Kano analysis method was used to identify the attributes of the whole process management service needs in day surgery patients.Results:Among the 27 items,22(81.5%)of Kano attributes were expected quality,mainly in the dimensions of disease-related information,surgical information,and postoperative continuous care needs;2(7.4%)attributes were must-by quality including the preoperative preparation and dietary guidance requirements;2(7.4%)attributes were attractive quality including online consultation and adverse drug reaction requirements;and 1(3.7%)attribute was indifferent quality including drug storage requirements.The results of the quadrant map showed that 21 requirements were located in the advantageous area,including 19 expected quality and 2 must-by quality,accounting for 77.8%of the total variance.A total of 6 items were located in the reserved area,accounting for 22.2%of the total variance.The number of the remaining two areas was 0.Conclusion:The whole process management needs in day surgery patients has diversified characteristics.Medical institutions should actively meet patients'expected and must-by quality,and provide and innovate services with attractive quality on this basis to improve patient satisfaction and improve the hospital's competition.
作者
孙卫格
张冉
骆洁
杜岳
蔡卫新
SUN Weige;ZHANG Ran;LUO Jie;DU Yue;CAI Weixin(Department of Nursing,Beijing Tiantan Hospital,Capital Medical University,Beijing,100070,China)
出处
《中国护理管理》
CSCD
2023年第7期994-998,共5页
Chinese Nursing Management
基金
首都卫生发展科研专项(首发2022-2-2046)。
