基于Kano模型的住院手术患儿家属护理服务需求属性分析

目的调查分析住院手术患儿家属护理服务需求属性，为制定针对性干预措施提供参考。方法基于Kano模型问卷，对广州市某三甲专科医院1 445名住院手术患儿家属进行调查。结果23项患儿家属护理服务需求条目中，11项为期望属性需求，8项为魅力属性需求，1项为必备属性需求，3项为无差异属性需求，无逆向属性需求。满意度影响力矩阵结果显示，11项期望属性需求位于优势区象限，1项必备属性需求位于待改进区象限，8项魅力属性需求位于维持区象限，3项无差异属性需求位于次要改进区象限。结论医院应在满足住院手术患儿家属必备属性护理服务需求的基础上，改善期望属性需求，创新魅力属性需求。

Attribute Analysis of Nursing Service Demand of Family Members of Hospitalized Children Undergoing Surgery Based on Kano Model

ObjectiveTo investigate the attributes of nursing service needs of family members of hospitalized children undergoing surgery, and to provide reference for the formulation of targeted intervention measures. MethodsA total of 1 445 family members of pediatric surgery patients in a tertiary specialized hospital in Guangzhou were recruited for survey based on the Kano model.ResultsAmong the 23 items of nursing service needs for children's family members, 11 items were expected attribute needs, 8 items were charm attribute needs, 1 item was necessary attribute needs, 3 items were no difference attribute needs, and no reverse attribute needs. The satisfaction influence matrix showed that 11 desired attribute needs were located in the advantage quadrant, 1 essential attribute needs were located in the improvement quadrant, 8 charm attribute needs were located in the maintenance quadrant, and 3 no difference attribute needs were located in the minor improvement quadrant.Conclusion Hospital should improve the expectation attribute needs and innovate the charm attribute needs on the basis of meeting the essential attribute needs of family members of hospitalized children undergoing surgery.