Using the Kano Model Survey for Quality of Life Improvement in the Long-Term Care Setting During COVID-19

A quality improvement project was conducted within this facility’s post-acute and long-term care unit to determine which provided services are related to quality of life. The Kano model was utilized to assess a service by using questionnaires with antagonistic questions to assess function and satisfaction. The services are then categorized as performance, attractive, must-have, indifferent, and reverse. If more of the attractive and performance services are performed well, satisfaction will increase. Increasing performance of must-have or indifferent services will not increase satisfaction.