فهرست نشریات علمی دسترسی آزاد ایران

BACKGROUND: Traditional methods are not able to differentiate which feature customers regardas attractive, mandatory, performance, and which feature customers are indifferent about. Thesecategories can only be differentiated based on a specific technique called Kano survey. Specificaim of this study was to categorize the Hospital Consumer Assessment of Healthcare Providers andSystems (HCAHPS) patient satisfaction survey questions into Kano categories.MATERIALS AND METHODS: Design of the study was survey research. It was conducted from6/2019 to 8/2019 at OSF Saint Francis Medical Centre in Peoria, Illinois, USA. A 34 question Kanosurvey (17 positive and 17 negative questions) based on HCAHPS patient questionnaire wasdesigned. Surveys were analyzed using Kano analysis template. Comparative analysis of Kanocategories based on demographics was also performed.RESULTS: 39 current patients and 25 caregivers completed the survey. All of the 17 HCAHPSquestions except “noise level at night” were classified as mandatory requirement with highest numberfor information on “indications of medicines.” There was a minimum variability in the satisfactioncoefficients but large variation in the dissatisfaction coefficients. More patients above 50 years consider“help going to bathroom” as mandatory (70.2% vs. 40.7%, P = 0.01). Sixty‑four percent of caregiversconsidered “explain things (nurse)” as mandatory as opposed to 51.2% of patients (P = 0.03).CONCLUSION: Current U. S healthcare consumers have high expectations from healthcare deliveryand consider most HCAHPS questions as mandatory requirements. Kano analysis needs to be doneon a larger, more diverse hospital setting and potentially the HCAHPS survey needs to be modifiedto reflect prevailing healthcare customer requirements.