Abstract: Objective To explore the nursing service demands in the elderly specialized outpatients, and to study how to improve the satisfaction of elderly outpatients, and to provide a basis for building outpatient nursing service quality and service content for the elderly patients. Methods Kano model was used to design a questionnaire on the demands for the quality and content of nursing service in the specialized outpatients. The nursing service demands of 343 elderly specialized outpatients were investigated and analyzed, and the demand attributes of the elderly specialized outpatients were analyzed. Results Among the 33 items of the nursing service demands, 18.18% was must-be requirement, 39.39% was one-diamensional requirement, 36.36% was attractive requirement, and 6.06% was indifferent requirement. In the summary of importance and satisfaction quadrants, health education and medical environment were the main attractive requirement, and service attitudes and operating techniques were the main one-diamensional requirement. Conclusions While essential demands are met, we should vigorously promote the improvement of one-diamensional requirement, pay attention to the improvement of attractive requirement, which will help to improve nursing services, and further increasing the efficiency of outpatient clinic and the satisfaction of elderly outpatients.

Key words: aged, specialized clinics, Kano model, nursing service demands, satisfaction