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

Abstract

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.