Factors Influencing the Sustainability of Stroke Rehabilitation Services in Community: An Analysis Based on Kano Model

Abstract

A patient’s enthusiasm will affect their recovery during stroke rehabilitation training. Since rehabilitation training is a long process, patients are usually cared for at home, especially during the COVID-19 pandemic. However, professional supervision in the community is often lacking, resulting in low patient participation and initiative as well as the low sustainability of rehabilitation services. At present, many researchers are trying to optimize the process of community rehabilitation services to improve patient compliance. The majority of them, however, have failed to fully consider the psychological needs of the patients. Our aim was to find the key factors affecting patients’ enthusiasm to participate in rehabilitation training. We also wanted to provide an optimal scheme for enhancing the sustainability of community rehabilitation services. Based on patient-centered research, we applied the Kano model and the customer satisfaction coefficient to the study and established a framework for improving the community rehabilitation experience. We observed that patients must first understand basic rehabilitation information and effective rehabilitation methods. Additionally, we found that some factors related to incentive and pleasure could meet the psychological needs of patients. Furthermore, as a result of this research, we applied the framework in practice and refined the design of a rehabilitation-training service system. This work may have significance for the design of sustainable community rehabilitation services. The purpose of this paper is to indicate the direction of rehabilitation services so that patients can take the initiative in rehabilitation.