Journal of Family and Community Medicine

LETTER TO EDITOR
Year
: 2021  |  Volume : 28  |  Issue : 2  |  Page : 139--140

Kano and other quality improvement models to enhance patient satisfaction in healthcare settings


Peter Anto Johnson1, John Christy Johnson2,  
1 Department of Medicine, Faculty of Medicine and Dentistry, University of Alberta, Alberta, Canada
2 Department of Medicine, Faculty of Medicine and Dentistry, University of Alberta; Department of Biomedical Engineering, Faculty of Engineering, University of Alberta, Edmonton, Alberta, Canada

Correspondence Address:
Mr. Peter Anto Johnson
Faculty of Medicine and Dentistry, University of Alberta, 116 St and 85 Ave, T6G 2R3, Edmonton, Alberta
Canada




How to cite this article:
Johnson PA, Johnson JC. Kano and other quality improvement models to enhance patient satisfaction in healthcare settings.J Fam Community Med 2021;28:139-140


How to cite this URL:
Johnson PA, Johnson JC. Kano and other quality improvement models to enhance patient satisfaction in healthcare settings. J Fam Community Med [serial online] 2021 [cited 2021 Dec 6 ];28:139-140
Available from: https://www.jfcmonline.com/text.asp?2021/28/2/139/315731


Full Text

We read with immense interest the study conducted by Howsawi et al., on the application of the Kano model to determine quality attributes of patient care in primary health-care centers (PHCs) of the Ministry of Health in Saudi Arabia between October 2018 and February 2019.[1] Patient satisfaction comprises a multitude of composite factors including perceived needs, expectations, and holistic experience within a health-care system. Therefore, its measurement is complex and challenging.[2] With the predominance and growth of PHCs in many regions of the world , product management and customer satisfaction theories have now become all the more important.

By the same token, one can surmise that customer satisfaction in private PHCs and other privatized health-care settings ultimately determines the quality of service delivery. Here, Howsawi et al. classified one-dimensional, attractive, and indifferent attributes according to patient questionnaires at PHCs.[1] As such, interventions to enhance these attributes rely on the effective analysis and management of the said attributes. To facilitate these interventions, other product development techniques such as quality function deployment (QFD) matrices, Servqual, analytic hierarchy process, customer satisfaction matrices, or service blueprints can be applied.[3]

QFD matrices have been traditionally used as quality improvement and product development technique in both business and industry to quantify and target customer's priorities and ensure their satisfaction. Moreover, the Kano model combined with the QFD matrices has been suggested to enhance attractive service attributes and facilitate service innovation and delivery.[4] While numerous studies have suggested the effectiveness of the Kano-QFD model when combined with calculated satisfaction indices among other techniques in health-care settings,[5] the findings of this study elucidate the need for a clear establishment of standards and progressive monitoring in all types of health-care settings.

We propose that private hospitals, ministries, and governments adopt the Kano-QFD or similar methods for continuous evaluation of service attributes in health-care systems. Not only would this strategy ensure high service quality in PHCs but also enable essential one-dimensional attributes to be delivered when these measures are taken in other health-care settings. In particular, safety, infrastructure, and facility management are critical for operation and confidence in any health-care facility – most significantly in low-resource and rural facilities where such measures, though indispensable, may be challenging.

Financial support and sponsorship

Nil.

Conflicts of interest

There are no conflicts of interest.

References

1Howsawi 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.
2White B. Measuring patient satisfaction: How to do it and why to bother. Fam Pract Manag 1999;6:40.
3Tan KC, Shen XX. Integrating Kano's model in the planning matrix of quality function deployment. Total Qual Manag 2000;11:1141-51.
4Shen XX, Tan KC, Xie M. An integrated approach to innovative product development using Kano's model and QFD. Eur J Innov Manag 2000;3:91-9.
5Materla T, Cudney EA, Antony J. The application of Kano model in the healthcare industry: A systematic literature review. Total Qual Manag Bus Excell 2019;30:660-81.