ABSTRACT
Objective:To study the improvement of medical service quality in a public hospital by integrating Kano and quality function deployment(QFD)technology, so as to provide reference for the improvement of service quality in hospitals.Methods:The Kano questionnaire of patients′ needs was designed, the attributes of patients′ needs were identified, and the importance of patients′ needs was calculated and determined. Then, using the house of quality technology in QFD, the patient needs were transformed into corresponding medical service quality assurance elements, and the improvement priority of each assurance element was determined through calculation.Results:The six quality assurance elements most expected to be improved by patients in the hospital were to improve medical level, strengthen service management, improve supervision and review mechanism, standardize complaint process, ensure drug safety and guidance, and track treatment effect.Conclusions:The integrated Kano-QFD technology can provide an effective methodological reference for improving the quality of medical service.
ABSTRACT
Objective The quality function deployment (QFD) technique is used to quantitatively identify the improvement priorities of service factors. The study aims at identifying measures to improve community healthcare quality and methodology references for such improvement. Methods Based on the patients demand survey in the community, the AHP method is used to identify the importance of patient's needs, and then the house of quality (HOQ) technique of QFD is used to transfer such needs into the corresponding service elements of healthcare. Calculations in the end determine the final priorities of improvement measures. Results The top four priorities in the improvement include strengthening the service management and examination of the medical staff, improving the capabilities of medical staff, introducing moral evaluation for medical staff, introducing consultation &training for disease prevention, rehabilitation and healthcare. Conclusion Case studies in a community prove that quality function deployment (QFD) technique can effectively provide methodology reference for the improvement of community healthcare quality.