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

Johnson, Peter Anto; Johnson, John C.

doi:10.4103/jfcm.jfcm_577_20

Cited by 6 publications

(4 citation statements)

References 4 publications

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“…The three-factor theory has been applied in fields as diverse as the automotive industry [39][40][41], education [42][43][44], real estate [45], tourism [46][47][48][49], retail [50,51], delivery services [52], logistic [53] and health services [54][55][56][57][58][59][60].…”

Section: Most Studies Use Validated Tools Such As the Orthotics And P...mentioning

confidence: 99%

Aspects determining adherence to wrist-hand orthoses in patients with peripheral neuropathies

Bula-Oyola

Belda-Lois

Porcar-Seder

et al. 2022

TAD

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BACKGROUND: People with peripheral neuropathies suffer significant sensorimotor impairment. Prescribed treatment includes the use of orthosis. However, a common obstacle to treatment efficacy is patient adherence. Given the limited information available, gathering evidence on adherence to orthotic treatment is essential. OBJECTIVE: This study aims to identify aspects that influence adherence to orthotic treatment in patients with peripheral neuropathies. METHODS: We applied a survey including items from the assistive device evaluation section of Quest 2.0 and self-developed questions to assess the importance and satisfaction of wrist-hand orthosis users. We used the principles of the Kano model to understand the nature of issues influencing adherence and prioritize opportunities for product improvement. RESULTS: User satisfaction with the ease of adjustment, weight, comfort, effectiveness, durability, dimensions, and appearance of orthoses influences treatment adherence. CONCLUSIONS: We found differences in estimating the importance of orthosis aspects from direct consultation and estimation from the satisfaction-adherence correlation. Satisfaction is an indirect measure of importance and an adequate predictor of adherence. The application of Kano’s model allows a more precise identification of the influence of orthosis attributes on adherence. This method describes relationships between aspects that are not discernible in linear models.

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Section: Most Studies Use Validated Tools Such As the Orthotics And P...mentioning

confidence: 99%

Aspects determining adherence to wrist-hand orthoses in patients with peripheral neuropathies

Bula-Oyola

Belda-Lois

Porcar-Seder

et al. 2022

TAD

View full text Add to dashboard Cite

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“…Furthermore, the Kano model is a straightforward analytical tool that may pinpoint the attributes of individual service needs [ 28 ]. The Kano model has been extensively utilized to assess patient needs for medical and nursing services as the healthcare industry grows [ 29 ].…”

Section: Introductionmentioning

confidence: 99%

Spiritual care needs and their attributes among Chinese inpatients with advanced breast cancer based on the Kano model: a descriptive cross-sectional study

Wang,

Tang,

et al. 2024

BMC Palliat Care

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Background Numerous previous research have established the need for spiritual care among patients with cancer globally. Nevertheless, there was limited research, primarily qualitative, on the spiritual care needs of Chinese inpatients with advanced breast cancer. Furthermore, the need for spiritual care was rarely explored using the Kano model. To better understand the spiritual care needs and attributes characteristics of inpatients with advanced breast cancer, this study examined the Kano model. Methods A descriptive cross-sectional design study was conducted in the oncology departments of three tertiary grade-A hospitals in China from October 2022 to May 2023. To guarantee high-quality reporting of the study, the Strengthening the Reporting of Observational Studies in Epidemiology Checklist was used. Data on the demographic characteristics questionnaire, the Nurse Spiritual Therapeutics Scale (NSTS), and the Kano model-based Nurse Spiritual Therapeutics Attributes Scale (K-NSTAs) were collected through convenience sampling. The Kano model, descriptive statistics, two independent samples t-tests, and one-way analysis of variance were used to analyze the data. Results The overall score for spiritual care needs was 31.16 ± 7.85. The two dimensions with the highest average scores, “create a good atmosphere” (3.16 ± 0.95), and the lowest average scores, “help religious practice” (1.72 ± 0.73). The 12 items were distributed as follows: three attractive attributes were located in Reserving Area IV; five one-dimensional attributes were distributed as follows: three one-dimensional attributes were located in Predominance Area I, and two were found in Improving Area II; two must-be attributes were located in Improving Area II; and two indifference attributes were located in Secondary Improving Area III. Conclusion The Chinese inpatients with advanced breast cancer had a middle level of spiritual care needs, which need to be further improved. Spiritual care needs attributes were defined, sorted, categorized, and optimized accurately and perfectly by the Kano model. And “create a good atmosphere” and “share self-perception” were primarily one-dimensional and must-be attributes. In contrast, the items in the dimensions of “share self-perception” and “help thinking” were principally attractive attributes. Nursing administrators are advised to optimize attractive attributes and transform indifference attributes by consolidating must-be and one-dimensional attributes, which will enable them to take targeted spiritual care measures based on each patient’s characteristics and unique personality traits.

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“…It can identify the customer’s attributes of service needs accurately. In recent years, some scholars in both China and abroad have applied the Kano model to the field of health care to determine patients’ attributes of needs for medical and nursing services, which is of great significance to improve patients’ satisfaction (Johnson and Johnson 2021; Wang et al 2021). The model is easy to operate, and can identify various attributes of needs and conduct regular and qualitative analysis on attributes of needs.…”

Section: Introductionmentioning

confidence: 99%

Spiritual care needs among Chinese elders hospitalized for severe chronic heart failure: An observational study

et al. 2022

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Objectives To investigate the spiritual care needs and their attributes among Chinese elders hospitalized for severe chronic heart failure (CHF) based on the Kano model, in order to provide a reference for improving the quality and satisfaction of spiritual care. Methods An observational design was implemented, and the STROBE Checklist was used to ensure quality reporting of the study. The demographic characteristics questionnaire, the Nurse Spiritual Therapeutics Scale, and the Kano model–based Nurse Spiritual Therapeutics Attributes Scale were used. A convenience sample of 451 patients were selected from 2 hospitals. Descriptive statistics, and Kano model were used to analyze the data. Results The total score of spiritual care needs was 29.95 ± 7.51. Among the 12 items, 3 items were attractive attributes, all of which were located in Reserving Zone IV; 5 items were one-dimensional attributes, of which 3 were located in Predominance Zone I and 2 were located in Improving Zone II; 2 items were must-be attributes, all of which were located in Improving Zone II; and 2 items were indifference attributes, all of which were located in Secondary Improving Zone III. Significance of results The spiritual care needs among Chinese elders hospitalized for severe CHF were moderate. The must-be and one-dimensional attributes mainly focus on “creating a good atmosphere” and “sharing self-perception” dimensions, while attractive attributes mainly focus on “sharing self-perception” and “helping thinking” dimensions. It is suggested that hospital authority should develop and innovate attractive attributes on the basis of maintaining and perfecting must-be and one-dimensional attributes, and objectively analyze and optimize indifference attributes.

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

Cited by 6 publications

References 4 publications

Aspects determining adherence to wrist-hand orthoses in patients with peripheral neuropathies

Aspects determining adherence to wrist-hand orthoses in patients with peripheral neuropathies

Spiritual care needs and their attributes among Chinese inpatients with advanced breast cancer based on the Kano model: a descriptive cross-sectional study

Spiritual care needs among Chinese elders hospitalized for severe chronic heart failure: An observational study

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