[In-depth interviews and the Kano model to determine user requirements in a burns unit].
OBJECTIVE
To determine the healthcare requirements of patients in a Burns Unit, using qualitative techniques, such us in-depth personal interviews and Kano's methodology.


METHODS
Qualitative methodology using in-depth personal interviews (12 patients), Kano's conceptual model, and the SERVQHOS questionnaire (24 patients). All patients had been hospitalised in the last 12 months in the Burns Unit. Using Kano's methodology, service attributes were grouped by affinity diagrams, and classified as follows: must-be, attractive (unexpected, great satisfaction), and one-dimensional (linked to the degree of functionality of the service). The outcomes were compared with those obtained with SERVQHOS questionnaire.


RESULTS
From the analysis of in-depth interviews, 11 requirements were obtained, referring to hotel aspects, information, need for closer staff relationship, and organisational aspects. The attributes classified as must-be were free television and automatic TV disconnection at midnight. Those classified as attractive were: individual room for more privacy, information about dressing change times in order to avoid anxiety, and additional staff for in-patients. The results were complementary to those obtained with the SERVQHOS questionnaire.


CONCLUSIONS
In-depth personal interviews provide extra knowledge about patient requirements, complementing the information obtained with questionnaires. With this methodology, a more active patient participation is achieved and the companion's opinion is also taken into account.
Unidad de Calidad, Hospital Universitario de Getafe, Getafe, Madrid, España. Electronic address: jgrevalderia@salud.madrid.org.
J
J
González-Revaldería
Servicio de Cirugía Plástica-Unidad de Grandes Quemados, Hospital Universitario de Getafe, Getafe, Madrid, España.
P
P
Holguín-Holgado
Servicio de Cirugía Plástica-Unidad de Grandes Quemados, Hospital Universitario de Getafe, Getafe, Madrid, España.
E
E
Lumbreras-Marín
Servicio de Cirugía Plástica-Unidad de Grandes Quemados, Hospital Universitario de Getafe, Getafe, Madrid, España.
G
G
Núñez-López
D000328:Adult; D002053:Burn Units; D002056:Burns / Q000451:nursing / Q000523:psychology / Q000628:therapy; D005260:Female; D006301:Health Services Needs and Demand; D006801:Humans; D007407:Interviews as Topic; D008297:Male; D008875:Middle Aged; D008962:Models, Theoretical; D017060:Patient Satisfaction; D010362:Patients' Rooms; D018907:Privacy; D011369:Professional-Patient Relations; D036301:Qualitative Research; D011795:Surveys and Questionnaires; D013690:Television; D055815:Young Adult
Investigación cualitativa; Investigative techniques; Method; Método; Pacientes; Patients; Qualitative research; Técnicas de investigación