【摘要】 目的 ：分析KANO模型在门诊护理服务中的应用效果，为提升门诊护理服务质量提供参考。方法 ：采用便利抽样法，从2022年10月至2023年4月来我院门诊就诊的患者中，筛选1 200例患者作为研究对象，按就诊顺序，以优化前600例患者作为对照组，给予常规门诊护理服务，优化后600例患者作为实验组，以KANO模型为指导优化门诊护理服务，比较两组护理服务效果。结果 ：实验组患者预约到院后平均等待时间明显短于对照组，疾病知识普及率、预检分诊正确率和对护理服务的满意度均高于对照组（P<0.05）。结论 ：以KANO模型为指导开展门诊护理服务，可以显著缩短患者的等待时间，提高预检分诊正确率，赢得更多患者的满意，极大提升护理服务水平。更多还原

【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.更多还原