Optimizing nursing services for orthopaedic trauma patients: A holistic approach through the SERVQUAL and Kano models

Background: Providing high-quality service has become the core content of hospital brand building. Nursing managers increasingly focus on improving the quality of patient-centred nursing services. Methods: Through a literature review and expert discussion, an evaluation questionnaire and a Kano model questionnaire were developed to assess the quality of nursing services for orthopaedic trauma inpatients. An expectation questionnaire was distributed on the day of admission to the emergency department or orthopaedic outpatient department. The perception questionnaire and Kano model questionnaire were distributed at discharge. 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. Results: 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. Among them, there were 1 must-be attribute, 5 attractive attributes, 12 one-dimensional attributes, and 3 indifferent attributes. There were 10 items identified for improvement among the 21 low-level items. Conclusions: The main reason for low nursing service quality is the inability to ensure the safety and comfort of patients. Constructing a training system for orthopaedic nurses and promoting multidisciplinary and departmental cooperation are the primary strategies for optimizing the quality of nursing services for orthopaedic trauma inpatients. Trial registration: This study was an observational study and no interventions were performed on the patients, so there was no trial registration.