Applying Quality Function Deployment Model in Burn Unit Service Improvement

An application of quality function deployment and SERVQUAL approaches to enhance the service quality in radiology centres

Purpose

Meeting the patients' requirements as customers of the health care sector is crucially important as a social responsibility. According to the resource constraints, only an efficient utilisation of health services can provide that purpose. This study aims to develop a quantitative assessment framework for radiology centres as a vital section in healthcare to translate the patients' requirements into service quality specifications. This would help to achieve quality improvement by emphasising the voice of customers.

Design/methodology/approach

A literature review is conducted to specify the service quality criteria and the patients' requirements related to healthcare and hospitals. Based on the experts' opinions, these criteria and requirements are later customised for the radiology centres. Moreover, the requirements are categorised into five dimensions of SERVQUAL. The interrelations between service elements are also determined through expert group consensus using Pearson correlation. Afterwards, by applying the QFD method, the relations between the requirements and criteria are explored. Additionally, a customer satisfaction survey is executed in Tehran public hospitals to prioritise these requirements and provide an importance-satisfaction analysis.

Findings

Based on the result of the case study, service elements are prioritised for improvement, and practical suggestions are provided using the Delphi technique for quality improvement. In addition, a cause-and-effect diagram is presented to highlight the improvement area and provide enhancement suggestions.

Originality/value

This study is the first empirical attempt to benefit from the VOC in evaluating and enhancing the quality of service delivered to radiology patients. In doing so, the study applies a hybrid approach of QFD and SERVQUAL as well as other tools to highlight the improvement area and provide enhancement suggestions. The findings can be readily used by the practitioners.

Design and Development of Daily Morning Surgical Rounds in ICU by Quality Function Deployment

Supplemental Digital Content is available in the text.

Objective:

Most healthcare quality improvement projects focus on change management rather than the design of the process. In this article, we describe the development of a new rounding model based on quality function deployment, a Design for Six Sigma tool.

Methods:

We used affinity diagram, focus groups, and Kano analysis to identify critical customer requirements. We also used Kano analysis to determine the design team’s ability to meet the requirements. We then completed a correlation matrix (House of Quality).

Results:

Fifteen quality characteristics were analyzed on a correlation matrix to meet 15 demanded qualities. Numerical values were calculated based on the interactions identified by the design team. We designed a new rounding model based on the House of Quality; this new rounding model resulted in higher provider satisfaction (median 76–80%, P = 0.06).

Conclusions:

We have described a sophisticated approach to the design of a new change strategy/intervention. This technique can be used as a starting point for other projects attempting to implement meaningful changes for complex processes of medical care.