The application value of Kano Model in quality of healthcare: A scoping review

Background The Kano model has been utilized in healthcare services with a focus on capturing the patient’s perspective, in order to generate reliable evidence regarding areas that require improvement.

The objective of this study is to provide a description of the implementation of the Kano Model in the healthcare sector and to identify the common quality attributes that have the potential to enhance patients’ satisfaction.

Literature searches were performed using PubMed, Web of Science, Embase, Cochrane, CINAHL, Scopus, OVID, CBM, CNKI, VIP, and Wanfang Database. Primary studies of Kano model and healthcare quality in English and Chinese were included.

42 studies were included eventually. There are three findings: (1) the Kano model’s application is not uniform; (2) dimensions of reliability, efficiency, and assurance are crucial for improving healthcare quality and satisfaction, but tangible and empathy are difficult to interpret; (3) applying Kano model to improve patient satisfaction is imperative.

The impact of specific quality attributes on healthcare services and their application in practice are highlighted in this review. Besides, future research could focus on ’Internet+’ nursing applications. Competing Interest Statement The authors have declared no competing interest. Funding Statement the Zhejiang Provincial Hospital Association [grant numbers 2022ZHA-YZJ207] and Health Commission of Zhejiang Province [grant numbers 2021RC011]. Author Declarations I confirm all relevant ethical guidelines have been followed, and any necessary IRB and/or ethics committee approvals have been obtained. Yes I confirm that all necessary patient/participant consent has been obtained and the appropriate institutional forms have been archived, and that any patient/participant/sample identifiers included were not known to anyone (e.g., hospital staff, patients or participants themselves) outside the research group so cannot be used to identify individuals. Yes I understand that all clinical trials and any other prospective interventional studies must be registered with an ICMJE-approved registry, such as ClinicalTrials.gov. I confirm that any such study reported in the manuscript has been registered and the trial registration ID is provided (note: if posting a prospective study registered retrospectively, please provide a statement in the trial ID field explaining why the study was not registered in advance). Yes I have followed all appropriate research reporting guidelines, such as any relevant EQUATOR Network research reporting checklist(s) and other pertinent material, if applicable. Yes Footnotes Twitter handles & additional emails Xueqing Wang: w1998124{at}126.com; Panpan Tang: 22118782{at}zju.edu.cn; Yueying Jiang: 22218928{at}zju.edu.cn; Yuan Zhao: 2971477506{at}qq.com Shina Qiao: qiaoshina{at}126.com; Jing Shao: 11318202{at}zju.edu.cn: Dandan Chen: 11918475{at}zju.edu.cn. Data Availability All data produced in the present work are contained in the manuscript.