基于Kano模型的经阴道分娩孕产妇服务需求调查分析

目的 调查分析孕产妇阴道分娩服务需求，探讨产前、产时、产后及康复等服务质量改进策略。方法 采用便利抽样法，于2021年3月-5月使用基于Kano模型制定的孕产妇阴道分娩服务需求调查问卷对某三甲综合医院213名阴道分娩孕产妇进行调查，依据Kano模型确定服务需求属性，计算满意影响力和不满意影响力及重要度，并绘制矩阵气泡图。采用SPSS 21.0软件对数据进行统计分析。结果 25个服务需求条目中，必备属性需求9项，期望属性需求8项，魅力属性需求8项。矩阵气泡图显示，10个条目分布在提升服务标准区，7个条目分布在创新服务项目区，1个条目分布在维系服务质量区，7个条目分布在提升服务质量区。结论 Kano模型能够多维度分析孕产妇阴道分娩服务需求，为医院助产服务改进提供参考。

Investigation of Service Demand for Pregnant Women during Vaginal Delivery Based on Kano Model

ObjectiveTo investigate the service demand for pregnant women during vaginal delivery, and explore the improvement strategies of service quality before, during, after and rehabilitation.MethodsThe convenience sampling method was adopted to investigate the service demand of 213 pregnant women with vaginal delivery in a tertiary general hospital from March to May 2021 by using the questionnaire based on Kano model. The service demand attributes were determined according to the Kano model, the influence of satisfaction and the influence and importance of dissatisfaction were calculated, and the matrix bubble chart was drawn. SPSS 21.0 software was used for statistical analysis of the data. ResultsAmong the 25 items of service demand, there were 9 items of necessary attribute demand, 8 items of expected attribute demand, 8 items of charm attribute demand. The matrix bubble chart showed that 10 items were distributed in the area of improving service standards, 7 items were distributed in the area of innovative service projects, 1 item was distributed in the area of maintaining service quality, and 7 items were distributed in the area of improving service quality. Conclusion Kano model can analyze the service demand of vaginal delivery in multiple dimensions, and provide reference for the improvement of midwifery service in hospitals.