| ObjectivesUnder the guidance of KANO model,this study compiled a questionnaire on nursing service quality of old-age care institutions in Henan province,which was in line with China’s basic national conditions,and tested its reliability and validity.Through this questionnaire,we investigated the elderly living in old-age care institutions in Henan province,and found out the current and potential factors affecting nursing service quality of old-age care institutions,so as to provide theoretical basis and support for fine management and improvement of nursing service quality of old-age care institutions.At the same time,it can also provide a scientific basis for the formulation of the policy of nursing services for the aged in our province,continuously improve the quality of nursing services for the aged in our province,and improve the happiness index of the elderly living in the aged care institutions.MethodsBased on a large amount of literature,the study combined the Delphi method and Kappa consistency test to screen the indicators in layers,established the evaluation index system of nursing care service quality in nursing institutions,used the KANO model and Better-Worse index analysis to empirically analyze the elements of nursing care service quality indicators in nursing institutions in Henan Province,designed positive and negative questionnaires,and conducted a study on 17 nursing institutions in 6 cities of Henan Province The positive and negative questionnaires were designed,and the survey was conducted on 330 elderly residents in Henan Province,and the reliability and validity of the data were analyzed by SPSS24.0 software.Results1.Expert inquiry results.10 qionnaires were sent out and 10 qionnaires were collected.The effective recovery rate was 100%,which indicated that the enthusiasm coefficient of experts was better.The average expert Authority Coefficient in this study was 0.79.2.Results of reliability and validity analysis.Cronbach’α reliability coefficient was used to evaluate the reliability,and the overall reliability α coefficients of the forward and inverse problems were 0.935 and0.932.KMO value was used to test the validity.The KMO valof the forward problem and the inverse problem were 0.926 and 0.916 respectively.3.According to the classification results of Kano Model,8 of the 50 items were classified as expected attributes(16%),29 as essential attributes(58%),13 as indifference attributes(26%),no attractive attributes,reverse attributes and suspicious results.4.Twelve indicators belonged to the desired attribute,four to the charm attribute,11 to the no-difference attribute,and 23 to the must-have attribute.In addition,the top three service items in terms of satisfaction coefficient Better were: general care for chronic diseases such as hypertension and diabetes,health care consultation,and establishment of health records for the elderly;the top three service items in terms of dissatisfaction coefficient Worse were: informing the correct use of wheelchairs,organizing regular medical checkups,and disease prevention.From the five dimensions of daily life care,medical assistance,health care,spiritual comfort and environmental management,daily life care is mainly characterized by essential attributes;medical assistance is mainly characterized by essential attributes and desired attributes;health care is mainly characterized by essential attributes;spiritual comfort is mainly characterized by essential attributes;environmental management items are distributed in the first quadrant and mainly characterized by desired attributes The environmental management items are distributed in the first quadrant and mainly show the desired attributes.Conclusion1 The questionnaire of nursing care service quality in nursing institutions in Henan Province developed in this study has good reliability and validity,and can be used as a survey tool for service quality in nursing institutions.2 In the nursing care service quality questionnaire for elderly institutions,23 items such as assistance in going up and down stairs belong to essential attributes,12 items such as assistance in washing clothes and pants,shoes and socks belong to desired attributes,4 items such as assistance in personal hygiene and cleaning belong to charming attributes,and 11 items such as assistance with meals belong to non-differential attributes.3 Key indicators of nursing care service quality improvement in elderly institutions,based on service priority: essential attributes > desired attributes > charming attributes > non-differentiated attributes. |
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