CAJ | 학술논문

目的探讨Kano模式在提升儿科门急诊护理服务满意度中的作用.方法自行设计Kano模式门急诊护理服务需求调查问卷,确定儿科门急诊护理服务需求的属性；将患儿需求转化到改进护理服务流程的设计中；委托第三方对流程改进前后的门急诊护理服务满意度进行调查并比较.结果 Kano模式分析中,儿科门急诊护理服务项目必备属性(M)10项、期望属性(0)9项、魅力属性(A)6项；改进护理服务流程后,护理满意度由78.23％提高到86.30％,差异有统计学意义(x2=6.536,P＜0.05).结论 Kano模式能准确筛选出患儿及家长对门急诊护理服务需求的质量属性,可以显著提高儿科门急诊护理服务的满意度.
목적 탐토Kano모식재제승인과문급진호리복무만의도중적작용.방법 자행설계Kano모식문급진호리복무수구조사문권,학정인과문급진호리복무수구적속성；장환인수구전화도개진호리복무류정적설계중；위탁제삼방대류정개진전후적문급진호리복무만의도진행조사병비교.결과 Kano모식분석중,인과문급진호리복무항목필비속성(M)10항、기망속성(0)9항、매력속성(A)6항；개진호리복무류정후,호리만의도유78.23％제고도86.30％,차이유통계학의의(x2=6.536,P＜0.05).결론 Kano모식능준학사선출환인급가장대문급진호리복무수구적질량속성,가이현저제고인과문급진호리복무적만의도.
Objective To discuss the effect of Kano model on improving satisfaction of nursing service in outpatient and emergency department of pediatrics.Methods Questionnaires about Kano model on the needs of nursing service in outpatient and emergency department were designed,and the attributes of needs were determined.Children' s needs were included in the nursing service process.And the satisfaction of nursing was investigated and compared before and after by a third party.Results There were ten must-be items (M),nine one-dimensional items (O) and six attractive itmes (A) in Kano model analysis of nursing service.After improving nursing process,the satisfaction rate increased from 78.23％ to 86.30％,with statistically significant difference (x2 =6.536,P ＜ 0.05).Conclusions Kano model can exactly screen the quality attributes of children's and parents' needs of nursing service,and significantly improve satisfaction in outpatient and emergency department of pediatrics.