Journal of Family & Community Medicine
Home About us Editorial board Search Ahead of print Current issue Archives Submit article Instructions Subscribe Contact us Login 
 

Users Online: 215 Home Print this page Email this page Small font sizeDefault font sizeIncrease font size

 

 Table of Contents 
LETTER TO EDITOR
Year : 2021  |  Volume : 28  |  Issue : 2  |  Page : 141  

Author's reply


1 Department of Medical Administration, Armed Forces Medical Services, Riyadh, Saudi Arabia
2 Department of Family Medicine, King Salman Hospital, Ministry of Health, Riyadh, Saudi Arabia
3 Department of Public Health, Ministry of Health, National Guard Health Affairs, Riyadh, Saudi Arabia
4 Department of Family Medicine, Central Second Health Cluster, Ministry of Health, National Guard Health Affairs, Riyadh, Saudi Arabia
5 Department of Public Health, General Directorate of Health Affairs, Ministry of Health, Tabuk, Saudi Arabia
6 Department of Pediatric Surgery, National Guard Health Affairs, Riyadh, Saudi Arabia
7 Department of Family and Community Medicine, National Guard Health Affairs, Riyadh, Saudi Arabia
8 Department of Restorative Dentistry, College of Dentistry, Umm Al-Qura University, Makkah, Saudi Arabia

Date of Submission25-Feb-2021
Date of Decision05-Mar-2021
Date of Acceptance11-Mar-2021
Date of Web Publication8-May-2021

Correspondence Address:
Dr. Abdulaziz A Howsawi
Department of Medical Administration, Armed Forces Medical Services, Ministry of Defence, P. O. Box: 64295, Riyadh 11536
Saudi Arabia
Login to access the Email id

Source of Support: None, Conflict of Interest: None


DOI: 10.4103/2230-8229.315732

Rights and Permissions

How to cite this article:
Howsawi AA, Althageel MF, Mohaideen NK, Khan MS, Alzahrani AS, Alkhadir MA, Alaqeel SM, Alkathiri MA, Hawsawi RA. Author's reply. J Fam Community Med 2021;28:141

How to cite this URL:
Howsawi AA, Althageel MF, Mohaideen NK, Khan MS, Alzahrani AS, Alkhadir MA, Alaqeel SM, Alkathiri MA, Hawsawi RA. Author's reply. J Fam Community Med [serial online] 2021 [cited 2021 Dec 4];28:141. Available from: https://www.jfcmonline.com/text.asp?2021/28/2/141/315732

We appreciate the critical comments raised by the reader on our manuscript entitled, “Application of the Kano model to determine quality attributes of patient care at the primary healthcare centers of the Ministry of Health in Saudi Arabia, 2019”.[1] In our study, the Kano model was applied to assess patients' expectations of the current services provided at PHCs in Ministry of Health in Saudi Arabia. The Kano model acts as a tool to analyze and rank the voice of the customer, to identify and implement a strategy. Therefore, it offers some insights into policymaking to aid in the National Transformation Program (NTP) for the expansion of the privatization of governmental services. Application of the Kano model also helps identify requirements necessary for the enhancement of customer satisfaction.[2]

The Kano model was developed by Noriaki Kano, a Japanese Professor in 1984.[3] This model classifies customer expectations and requirements into five categories as follows: must-be, one-dimensional, attractive, indifferent, and reverse-quality.[2] This helps understand how consumers progress, assess, and distinguish quality factors and concentrate on characteristics that contribute to customer satisfaction.

In our study, we classified one-dimensional, attractive, and indifferent attributes according to patients' response. A one-dimensional attribute is the desired requirement that results in dissatisfaction when not fulfilled. An attractive attribute is an exciting requirement that does not cause any dissatisfaction when not fulfilled. Indifferent attribute is a requirement that does not result in either customer satisfaction or dissatisfaction.

Other product development techniques such as Quality Function Deployment and Servqual Model can be used to assess patients' expectations in comparison with the Kano Model to view different aspects of healthcare setting. These models should improve the infrastructure, facility management, and safety standards in healthcare facilities; most significantly, in low-resource and rural facilities.

Financial support and sponsorship

Nil.

Conflicts of interest

There are no conflicts of interest.

 
   References Top

1.
Howsawi AA, Althageel MF, Mohaideen NK, Khan MS, Alzahrani AS, Alkhadir MA, et al. Application of the Kano model to determine quality attributes of patient's care at the primary healthcare centers of the Ministry of Health in Saudi Arabia, 2019. J Family Community Med 2020;27:178-85.  Back to cited text no. 1
    
2.
Harijith RG. Kano model customer satisfaction analysis of medical services. Int Res J Eng Technol 2017;4:1426-9.  Back to cited text no. 2
    
3.
Malcolm E. Home. Kano Model; 2017. Available from: https://www.kanomodel.com/. [Last accessed on 2017 Oct 29].  Back to cited text no. 3
    




 

Top
 
 
  Search
 
    Similar in PUBMED
   Search Pubmed for
   Search in Google Scholar for
    Access Statistics
    Email Alert *
    Add to My List *
* Registration required (free)  

 
  In this article
    References

 Article Access Statistics
    Viewed534    
    Printed132    
    Emailed0    
    PDF Downloaded39    
    Comments [Add]    

Recommend this journal

Advertise | Sitemap | What's New | Feedback | Disclaimer
Journal of Family and Community Medicine | Published by Wolters Kluwer - Medknow
Online since 05th September, 2010