Evaluating factors affecting patient satisfaction using the Kano model

Area of Science:

• Healthcare Management
• Patient Satisfaction
• Quality Improvement

Background:

• Healthcare providers increasingly focus on patient satisfaction and patient-oriented services.
• The Kano model is gaining traction in healthcare for improving patient satisfaction.
• Existing research often applies the Kano model generically, overlooking specific service unit needs.

Purpose of the Study:

• To illustrate the deployment of the Kano model for identifying diverse patient needs in healthcare.
• To demonstrate the Kano model's potential for continuous improvement in the healthcare sector.
• To address gaps in prior research by emphasizing scale development and individualized service unit analysis.

Main Methods:

• A cross-sectional study was conducted at a university Student Health Services (SHS) center.
• A Kano model-based questionnaire surveyed 138 undergraduate and graduate students.
• The survey collected data on demographics, treatment, and service expectations.

Main Results:

• Out of 21 quality attributes, 16 were one-dimensional, 3 indifferent, and 2 attractive.
• No attributes were categorized as 'must-be'.
• Timely access to qualified medical staff (within 10 minutes) and after-hours care were identified as attractive attributes.

Conclusions:

• The Kano model provides a nuanced understanding of healthcare needs.
• Focusing on shifts in attribute categories and demographic changes is crucial for ongoing quality improvement.
• Findings are specific to a university SHS context and may differ in other healthcare settings.