The application value of Kano Model in quality of healthcare: A scoping review
Wang, X.; Tang, P.; Jiang, Y.; Zhao, Y.; Tang, L.; Qiao, S.; Shao, J.; Chen, D.
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BackgroundThe Kano model has been utilized in healthcare services with a focus on capturing the patients perspective, in order to generate reliable evidence regarding areas that require improvement. ObjectiveThe objective of this study is to provide a description of the implementation of the Kano Model in the healthcare sector and to identify the common quality attributes that have the potential to enhance patients satisfaction. MethodsLiterature searches were performed using PubMed, Web of Science, Embase, Cochrane, CINAHL, Scopus, OVID, CBM, CNKI, VIP, and Wanfang Database. Primary studies of Kano model and healthcare quality in English and Chinese were included. Results42 studies were included eventually. There are three findings: (1) the Kano models application is not uniform; (2) dimensions of reliability, efficiency, and assurance are crucial for improving healthcare quality and satisfaction, but tangible and empathy are difficult to interpret; (3) applying Kano model to improve patient satisfaction is imperative. ConclusionsThe impact of specific quality attributes on healthcare services and their application in practice are highlighted in this review. Besides, future research could focus on Internet+ nursing applications.
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