Study on operating room service requirements of patients undergoing foraminal endoscopic surgery based on Kano model
孔娜 1杨岩岩 1张聚 1王静 1李冬利
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作者信息
1. 青岛大学附属医院手术室，青岛 266000
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摘要
目的 基于Kano模型对椎间孔镜手术患者手术室服务需求进行定性分析，计算各项需求的满意度影响力，为制订针对性改进策略提供依据。 方法 采用横断面研究方法，2022年1月至2023年6月便利抽样选取青岛大学附属医院510例椎间孔镜手术患者，从手术环境需求、信息知识需求、手术安全需求、手术护理质量需求及情感支持与心理需求5个维度编制Kano双因素问卷进行调查，确定需求属性归类，绘制椎间孔镜手术患者手术室服务需求重要度-满意度矩阵图。 结果 最终纳入472例椎间孔镜手术患者，男217例，女255例，年龄（57.78 ± 12.61）岁。椎间孔镜手术患者42项手术室服务需求中，魅力属性12项占28.57%，期望属性7项占16.67%，必备属性17项占40.48%，无差异属性6项占14.29%。重要度-满意度矩阵图显示，首优改进需求2项，中优改进需求2项，次优改进需求15项。 结论 Kano模型能够明确局部麻醉椎间孔镜手术患者需求属性及其对满意度影响力的大小，进而对需求的优先改进顺序进行有效引导，便于管理者科学、精准地提升手术患者满意度。 Objective To conduct a qualitative analysis of the operating room service demands of patients undergoing foraminal endoscopic surgery based on the Kano model, and the influence of satisfaction on each demand was calculated to provide a basis for the development of targeted improvement strategies. Methods A cross-sectional study method was adopted to select 510 patients from the Affiliated Hospital of Qingdao University with foraminal endoscopic surgery from January 2022 to June 2023 by convenient sampling method. Kano two-factor questionnaire was compiled from five dimensions of surgical environment needs, information and knowledge needs, surgical safety needs, surgical nursing quality needs, emotional support needs and psychological needs for investigation, and the attribute classification of needs was determined. The service demand importance-satisfaction matrix of patients undergoing foraminoscopic surgery was drawn. Results Finally, 472 patients were enrolled. with 217 males and 255 females, aged (57.78 ± 12.61) years old. Among the 42 operating room service needs of patients undergoing foraminal endoscopic surgery, 12 were attractive attributes (28.57%), 7 were expected attributes (16.67%), 17 were necessary attributes (40.48%), and 6 were indifferent attributes (14.29%). The importance-satisfaction matrix shows that there were 2 improvement needs for the first best, 2 improvement needs for the middle best and 15 improvement needs for the second best. Conclusions Kano model can clearly define the demand attributes of patients undergoing local anesthesia foraminal endoscopic surgery and the influence on their satisfaction, effectively guide the priority improvement sequence of demands, and facilitate managers to scientifically and accurately improve surgical patient satisfaction.
Abstract
Objective To conduct a qualitative analysis of the operating room service demands of patients undergoing foraminal endoscopic surgery based on the Kano model, and the influence of satisfaction on each demand was calculated to provide a basis for the development of targeted improvement strategies. Methods A cross-sectional study method was adopted to select 510 patients from the Affiliated Hospital of Qingdao University with foraminal endoscopic surgery from January 2022 to June 2023 by convenient sampling method. Kano two-factor questionnaire was compiled from five dimensions of surgical environment needs, information and knowledge needs, surgical safety needs, surgical nursing quality needs, emotional support needs and psychological needs for investigation, and the attribute classification of needs was determined. The service demand importance-satisfaction matrix of patients undergoing foraminoscopic surgery was drawn. Results Finally, 472 patients were enrolled. with 217 males and 255 females, aged (57.78 ± 12.61) years old. Among the 42 operating room service needs of patients undergoing foraminal endoscopic surgery, 12 were attractive attributes (28.57%), 7 were expected attributes (16.67%), 17 were necessary attributes (40.48%), and 6 were indifferent attributes (14.29%). The importance-satisfaction matrix shows that there were 2 improvement needs for the first best, 2 improvement needs for the middle best and 15 improvement needs for the second best. Conclusions Kano model can clearly define the demand attributes of patients undergoing local anesthesia foraminal endoscopic surgery and the influence on their satisfaction, effectively guide the priority improvement sequence of demands, and facilitate managers to scientifically and accurately improve surgical patient satisfaction.
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