关键词: 日间手术；全流程管理服务；需求；Kano模型；属性分析；护理管理

Abstract: Objective: To investigate the needs of the whole process management service in day surgery patients. Methods: A questionnaire regarding the needs of the whole process management service was developed based on the theoretical framework and the evidence of previous literature. A questionnaire survey was conducted among 210 day surgery patients in a tertiary grade A hospital in Beijing from April to September 2022. Kano analysis method was used to identify the attributes of the whole process management service needs in day surgery patients. Results: Among the 27 items, 22 (81.5%) of Kano attributes were expected quality, mainly in the dimensions of disease-related information, surgical information, and postoperative continuous care needs; 2 (7.4%) attributes were must-by quality including the preoperative preparation and dietary guidance requirements; 2 (7.4%) attributes were attractive quality including online consultation and adverse drug reaction requirements; and 1(3.7%) attribute was indifferent quality including drug storage requirements. The results of the quadrant map showed that 21 requirements were located in the advantageous area, including 19 expected quality and 2 must-by quality, accounting for 77.8% of the total variance. A total of 6 items were located in the reserved area, accounting for 22.2% of the total variance. The number of the remaining two areas was 0. Conclusion: The whole process management needs in day surgery patients has diversified characteristics. Medical institutions should actively meet patients' expected and must-by quality, and provide and innovate services with attractive quality on this basis to improve patient satisfaction and improve the hospital's competition.

Key words: day surgery; whole process management service; needs; Kano model; quality analysis; nursing management