Table 2.
Categorical analysis of customer requirements from healthcare delivery
| Category | M | P | A | I | R | Q | Cat | % M | SC | DC |
|---|---|---|---|---|---|---|---|---|---|---|
| Nurse | ||||||||||
| Courtesy and respect | 45 | 9 | 4 | 6 | M | 70.3 | 66.3 | 80.3 | ||
| Listen carefully | 36 | 10 | 8 | 7 | 2 | 1 | M | 56.3 | 62.3 | 67.5 |
| Explain things | 28 | 12 | 12 | 8 | 2 | 2 | M | 43.8 | 61.0 | 62.3 |
| Help when pressing call button | 20 | 7 | 19 | 13 | 1 | 4 | M | 31.3 | 59.4 | 48.1 |
| Doctor | ||||||||||
| Courtesy and respect | 41 | 8 | 4 | 9 | 1 | 1 | M | 64.1 | 64.0 | 76.3 |
| Listen carefully | 41 | 8 | 6 | 9 | M | 64.1 | 65.3 | 72.8 | ||
| Explain things | 41 | 7 | 8 | 3 | 1 | 4 | M | 64.1 | 59.9 | 63.1 |
| Environment | ||||||||||
| Bathroom and room clean | 35 | 10 | 8 | 9 | 2 | M | 54.7 | 63.3 | 68.4 | |
| Quiet at night | 14 | 4 | 30 | 15 | 1 | A | 21.9 | 63.1 | 37.5 | |
| Experience | ||||||||||
| Help in going to bathroom | 37 | 11 | 9 | 6 | 1 | M | 57.8 | 64.2 | 69.1 | |
| Told what the medicine was for | 50 | 9 | 2 | 1 | 1 | 1 | M | 78.1 | 66.5 | 94.0 |
| Side-effect of medicines explained | 48 | 6 | 6 | 2 | 2 | M | 75.0 | 63.0 | 70.0 | |
| Information on discharge | ||||||||||
| Enquiry about help you may need when you leave the hospital | 40 | 4 | 6 | 6 | 8 | M | 62.5 | 56.7 | 60.7 | |
| Information in writing about symptoms/health problem to look out for | 45 | 4 | 8 | 2 | 5 | M | 70.3 | 59.5 | 60.6 | |
| Understanding your care when you leave the hospital | ||||||||||
| Staff took preference into account discharge | 30 | 9 | 11 | 9 | 1 | 2 | M | 48.4 | 59.8 | 59.7 |
| Understanding of the things responsible for/managing health at discharge | 42 | 6 | 5 | 7 | 1 | 2 | M | 66.7 | 61.2 | 69.4 |
| Understanding the purpose of taking medication a time of discharge | 45 | 7 | 4 | 4 | 1 | 2 | M | 71.4 | 61.8 | 74.3 |
M=Mandatory, P=Performance, A=Attractive, I=Indifferent, R=Reverse, Q=Questionable, Cat=Category, SC=Satisfaction coefficient, DC=Dis satisfaction coefficient