Optimizing nursing services for orthopaedic trauma patients using SERVQUAL and Kano models

Nursing managers increasingly focus on improving the quality of patient-centred nursing services.The combination of SERVQUAL model and Kano model can be used for the study on the improvement of nursing quality. Through a literature review and expert discussion, an evaluation questionnaire and a Kano model questionnaire were developed to assess the nursing service quality for orthopaedic trauma inpatients. The SERVQUAL model was used to identify low-level nursing service elements, and the Kano model, factor selection line and sensitivity analysis were used to determine the rectification order. Three hundred people completed two rounds of the survey. The total score for nursing service quality was -0.55. The 26 items assessing nursing service quality included 21 low-level items. There were 10 items that needed improvement. The main reason for low nursing service quality is inadequate attention to patient safety and comfort requirements. Constructing a training system for orthopaedic nurses and optimising the nursing service process are the primary strategies for optimizing the nursing service quality for orthopaedic trauma inpatients. It lays a good foundation for improving patients' experience and health outcomes.