Application of an optimized medical treatment process in pediatric outpatient management based on the Kano model

Objective To explore the application effect of an optimized medical treatment process based on the Kano model in pediatric outpatient management. Methods A total of 90 children and their parents who visited the hospital from July to September 2024 were selected as the control group, and the routine outpatient treatment process was implemented including: online appointment booking or on-site registration followed by taking a number and waiting according to the appointment time; checking in at the triage desk and waiting; after consultation, undergoing examinations and tests, then printing reports according to the receipt time and checking in again to wait; completing the visit with payment and collecting medication. From October to December 2024, 90 pediatric patients and their parents were included as the observation group to implement an optimized consultation process based on the Kano model: establishing a service quality management team guided by the Kano model; redesigning the process based on the Kano model survey results; nurses providing the optimal sequence of examinations and tests for children to meet parents’ needs for an efficient consultation. The nursing satisfaction, incidence of adverse nursing events and outpatient efficiency of parents of the two groups of children were compared. Results The parent-child care satisfaction of children in the observation group was higher than that of the control group, with a significant difference (P＜0. 01). The incidence of adverse nursing events in the observation group was lower than that of the control group, with a significant difference (P＜0. 01). The examination and consultation time of the observation group was shorter than that of the control group, with a significant difference (P＜0. 01). Conclusion The application of the optimized treatment process based on the Kano model can effectively improve the satisfaction of children's parents and outpatient efficiency, and reduce the incidence of adverse nursing events. (目的 探讨基于卡诺(KANO)模型优化的就诊流程在儿科门诊管理中的应用效果。方法 选取2024年7月—9月在医院就诊的90例患儿及家长为对照组, 实施常规门诊就诊流程: 网上预约或现场挂号后按预约时段取号候诊; 分诊台签到候诊; 就诊后检查检验, 凭回执时间打印报告再签到候诊; 就诊结束缴费取药。选取2024年10月—12月在医院就诊的90例患儿及家长为观察组, 实施基于卡诺模型优化的就诊流程: 建立卡诺模型指导下的服务品质管理小组; 基于卡诺模型调查结果再造流程; 护士为患儿提供最优检验检查顺序方案, 以满足患儿家长高效就诊的需求。比较两组患儿家长的护理满意度、护理不良事件发生率以及门诊效率。结果 观察组患儿家长护理满意度高于对照组, 差异有统计学意义(P＜0. 01); 观察组护理不良事件发生率低于对照组, 差异有统计学意义(P＜0. 01); 观察组检查检验、就诊时间短于对照组, 差异有统计学意义(P＜0. 01)。结论 基于卡诺模型优化的就诊流程在儿科门诊管理中的应用, 可有效提高患儿家长满意度以及门诊效率, 降低护理不良事件发生率。)