Application of the Kano model to determine quality attributes of patient's care at the primary healthcare centers of the Ministry of Health in Saudi Arabia, 2019

Abstract

BACKGROUND: Patient satisfaction is the ultimate goal in any healthcare system. Together with other traditional quality indicators, patient satisfaction must be addressed to improve the quality of health care. The strategic objectives of the Ministry of Health (MOH) formulated by the Saudi National Transformation Program are to improve the quality of healthcare services, expand privatization of governmental services, and create an attractive environment for both local and international investors. The objective of this study was to apply Kano model to determine quality attributes of patient care at primary healthcare centers in Saudi Arabia. MATERIALS AND METHODS: This cross-sectional study was conducted at primary healthcare centers (PHCs) under the MOH in Saudi Arabia between October 2018 and February 2019. Study included all Saudi adult patients aged 18 years or older attending the selected PHCs of MOH. Patients who had difficulty in comprehending were excluded. Data was collected by using a structured questionnaire based on the Kano model for the assessment of patients' expectations of the quality of care and provided services. Data was entered and analysed using SPSS. Chi-square test and t -test were used to test for statistical significance. RESULTS: The study included a total of 243 patients from 10 PHCs, 51% from consulting PHCs and 49% from nonconsulting PHCs. Response rate was 97.2%, and 44.9% respondents were males. Of the 18 attributes chosen for our study, 14 were one-dimensional, three belonged to the attractive type, and one was indifferent type. The top three one-dimensional attributes were “friendliness and respectfulness of the clinic receptionist,” “friendliness and respectfulness of the nurses and laboratory staff,” and “care and attention of the doctor”. CONCLUSION: The investors and policymakers need to turn their attention to assisting in the privatization of governmental services by creating a good climate for both local and international investors.

Patient satisfaction of primary care services in Gulf Cooperation Council Countries: A scoping review

“…Accessibility to PC centers was seen as related to PS 27 . This was found to be related to the convenient location of health centers, 14,15,22,24,26,34,39,44 suitability of working hours, 22,34,39,44 physicians spending enough time with patients to explain their conditions, 20,32,33,37,39,42 shorter waiting time 13,15,22–24,29,32,34,36,45 . Furthermore, one study has shown that implementing a triage system significantly reduces waiting time and increases the level of PS 16 …”

Effect of nursing interventions based on the Kano model on symptom relief and parental psychological behavior in children with febrile seizures

“…Kano model has changed the single dimension cognition of quality management in the traditional research field, and can investigate the service needs and demand attributes of research objects. In recent years, some foreign scholars ( Hejaili et al, 2009 ; Zhang et al, 2013 ; Howsawi et al, 2020 ; Barrios-Ipenza et al, 2021 ) have applied it to research on improving patient satisfaction and improving hospital service quality, but such research in domestic medical field still needs to be developed. Based on the Kano model, this study investigated the nursing needs of the families of children with FS, mapped out the key areas for improvement in the nursing services provided by healthcare professionals, and further analyzed the impact of nursing interventions based on the Kano model on symptom relief and parental psychological behavior in children with FS.…”

Kano and other quality improvement models to enhance patient satisfaction in healthcare settings

“…We read with immense interest the study conducted by Howsawi et al ., on the application of the Kano model to determine quality attributes of patient care in primary health-care centers (PHCs) of the Ministry of Health in Saudi Arabia between October 2018 and February 2019. [ 1 ] Patient satisfaction comprises a multitude of composite factors including perceived needs, expectations, and holistic experience within a health-care system. Therefore, its measurement is complex and challenging.…”

“…classified one-dimensional, attractive, and indifferent attributes according to patient questionnaires at PHCs. [ 1 ] As such, interventions to enhance these attributes rely on the effective analysis and management of the said attributes. To facilitate these interventions, other product development techniques such as quality function deployment (QFD) matrices, Servqual, analytic hierarchy process, customer satisfaction matrices, or service blueprints can be applied.…”