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2021, Number 3

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Rev CONAMED 2021; 26 (3)

Use of the Kano model in a non-COVID rural hospital in northeast Mexico

García LDJ, Torres LVM, Palmero HMG, Chávez RAS, Villanueva MAE, González GAS

Language: Spanish
References: 20
Page: 126-133
PDF size: 112.18 Kb.


ABSTRACT

Introduction: The Kano model makes it possible to identify customer needs to continue improving products and services. This study was carried out in a rural public hospital located in northeastern Mexico, which currently receives a greater number of patients due to its conversion to a non-COVID unit. The objective is to meet the needs of patients and families using the Kano model. Material and methods: Cross-sectional and descriptive study. To know the needs of the patients, unstructured and semi-structured interviews were used, as well as qualitative tools. They were later classified following the Kano model methodology. Results: The essential needs of the studied population correspond to cleanliness and the certainty of the initial treatment. One-dimensional needs related to the service provided, staff attitude, amenities, and hospital facilities were found. As attractive needs, they found having an individual room and the entrance of two family members. Conclusions: The environment's characteristics, amenities, and comforts directly affect patient satisfaction, so they must be considered. The staff attitude, the approach during the moments of patient care, and the accompaniment of the family members are aspects in which the awareness of the staff must be reinforced. It is recommended to expand the use of the Kano methodology in the health sector; this will allow knowing the specific and individual needs of the population and the health personnel who attend them and thus be able to increase their satisfaction and the perceived quality of service.


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