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[Matrix analysis of the client's voice: QFD applied to healthcare management]
Susana Lorenzo1, José Mira, Mayerly Olarte
1Fundación Hospital Alcorcón, Madrid, Spain. slorenzo@fhalcorcon.es
Objective:
To apply quality function deployment (QFD) methodology to identify clients' needs by relating complaints with perceived quality domains.
Setting:
A hospital within the Public Health Service of Madrid.
Methods:
Matrix analysis based on the QFD model was performed, using the surveys (1998-2002) conducted in the hospital with the Servqhos questionnaire and a sample of 363 complaints made in 2002. The complaints analyzed were selected using a non-probabilistic sampling method.
Results:
QFD methodology was highly useful, allowing complaints to be related to the results of a perceived quality questionnaire and identification of the attributes with the greatest influence on patient satisfaction. It also allowed us to identify areas for improvement according to clients' needs.
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