Objective To investigate the demand for outpatient medical services in pediatric stomatology department based on Kano model,to enhance the quality of outpatient services.Methods Based on the theory of Kano model,190 family members of children in the outpatient department of pediatric stomatology department,Affiliated Stomatological Hospital of Nanjing Medical University from September 2022 to January 2023 were selected by convenient sampling method.A service demand questionnaire was designed,including 29 items in five dimensions:medical environment,medical service,professional technology,health education and respect for patients'rights and interests.The results were categorized based on specific attribute characteristics and further analyzed employing the Better-Worse coefficient quadrant analysis.Results The analysis revealed 29 indicators across five dimensions of outpatient medical service demand in the pediatric dentistry department,18 items of essential service and 11 items of charm service are required.In the analysis of the Better-Worse coefficient,there are 15 services were identified as"must-be"factors,located in the fourth quadrant.An additional 13 services were classified as"one-dimensional"factors,spread across the first and second quadrants.Lastly,one service was determined to be of low priority,situated in the third quadrant.Conclusions To deliver an exceptional medical experience for pediatric patients and their families,it is imperative to tailor the outpatient medical service system to meet the specific needs and preferences identified through the Kano model analysis.By doing so,we can enhance the attractiveness of the services provided,thereby improving overall patient satisfaction and the quality of care in the children's stomatology department.
Pediatric stomatology clinicKano modelService demandEssential serviceCharm service
国家科技期刊平台
NSTL
万方数据
