Using an adapted approach to the Kano model to identify patient needs from various patient roles

Susanne Gustavsson · Ida Gremyr · Elisabeth Kenne Sarenmalm

47 citations0/0 files storedThe TQM Journal

No readable copy stored yet — this record is metadata only.

No open-access location is known for this record yet.

Literature note Cite in a project Citation map

Quality Function Deployment in Product Design Healthcare Quality and Management Patient Satisfaction in Healthcare

Abstract

Purpose – The purpose of this paper is to study how an account of multiple patient roles when using the Kano model in healthcare improvements can support identification of a wide range of patients’ needs. Design/methodology/approach – The study presented in this paper was part of a longitudinal action research study. The empirical material was collected by various methods (interviews, a focus group, participative observations, and a survey) over a two-month period within the Children’s and Women’s Healthcare department in a Swedish hospital. The respondents included the management team, healthcare professionals, patients, and the patients’ partners. Findings – The study shows that incorporating a view of multiple patient roles into application of the Kano model, and using input on customer needs obtained from patients, relatives, and healthcare professionals, helps to identify a wide range of patients’ needs. Originality/value – The view on patients within healthcare is being transformed from one based on servility to that of patients as customers. This paper elaborates on a hands-on way of applying the Kano model based on a view of multiple patient roles as a means to support this new patient view. The application builds on input from various groups (such as patients and healthcare professionals), and, by using input from various stakeholders. This approach appears to overcome a gap, identified in earlier research, of either relying solely on patients, or solely on healthcare professionals, when identifying patients’ need. Rather input from several groups – patients, relatives, and professionals – are suggested to be used in combination.

Paper brief

Loading…

Cite this work

Citation unavailable for this work.

BibTeX RIS CSL-JSON

No public copy is stored for this record, so only the metadata is cited.

Citations in this library

Citation map →

Stored only when both papers are in the corpus — 47 citations exist upstream.

References

1990Delivering quality service: balancing customer perceptions and expectations 1984Attractive Quality and Must-Be Quality 1998Building operations management theory through case and field research 2014Doing Action Research in Your Own Organization 2009An introduction to qualitative research, 4th ed.1993KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY 2011A critical review of techniques for classifying quality attributes in the Kano model 2003Implementing a Customer Orientation: Extension of Theory and Application

Cited by

2020Logistics service quality and customer satisfaction in B2B relationships: a qualitative comparative analysis approach 2020An assessment of customers’ satisfaction for emerging technologies in passenger cars using Kano model 2017Revising satisfaction and dissatisfaction indexes of the Kano model by reclassifying indifference requirements 2020Revising the interrelationship matrix of house of quality by the Kano model 2023Evaluation of the Usage Requirements of Hospital Signage Systems Based on the Kano Model

Explore the map →

Papers that cite the same references — the relational fallback while embeddings are still backfilling.

Imported from OpenAlex (CC0) — nothing here is generated.