关键词: 门诊护理服务；KANO模型；应用效果；就医体验

Abstract: Objective: To analyze the application effects of KANO model in outpatient nursing services, so as to provide reference for improving the quality of outpatient nursing service. Methods: From October 2022 to April 2023, totally 1200 patients who came to our hospital for outpatient treatment were selected by convenience sampling method. The first 600 patients were the control group, who received conventional outpatient nursing services. The last 600 patients were the experimental group, who received optimized outpatient nursing services guided by the KANO model. Then the application effects of the two groups were compared. Results: The average waiting time of the experimental group was significantly shorter than that of the control group (P<0.05). The correct rate of preliminary examination and triage, the rate of disease knowledge and the satisfaction rate of nursing services in the experimental group were higher than those of the control group patients (P<0.05). Conclusion: Providing outpatient nursing services guided by the KANO model can significantly shorten patients' waiting time, improve the correct rate of preliminary examination and triage, enhance patient satisfaction, and greatly improve the level of nursing services.

Key words: outpatient nursing service; KANO model; application effect; medical experience