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提高医院服务:在资源限制下实现高质量

Mohammad Ali Beheshtinia1, Masood Fathi2,3, Morteza Ghobakhloo3

  • 1Industrial Engineering Department, Faculty of Engineering, Semnan University, Iran.

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本研究引入了多维质量之家 (MD-HOQ) 方法,以改善医院服务. 它优先考虑基于患者需求和资源限制的技术要求,提高整体服务质量和患者满意度.

关键词:
医院服务 医院服务优质的房子的质量.质量功能的部署部署.质量管理质量管理.服务质量服务质量.

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科学领域:

  • 医疗保健管理的管理
  • 运营研究 运营研究
  • 提高质量 提高质量

背景情况:

  • 提高医院服务质量对于患者满意度至关重要.
  • 现有的方法可能无法充分解决资源限制在优先改进.
  • 质量功能部署 (QFD) 为将客户需求转化为技术要求提供了一个框架.

研究的目的:

  • 通过将质量功能部署 (QFD) 与一种新的多维质量之家 (MD-HOQ) 方法相结合,提高医院服务质量.
  • 有效地选择和优先考虑技术要求,考虑到资源限制.
  • 弥合患者期望与服务交付之间的差距.

主要方法:

  • 在一家私立医院应用了MD-HOQ方法,收集了8名专家和386名患者的数据.
  • 利用分析层次流程对医院部门进行权重和服务质量 (SERVQUAL) 分析,以满足患者需求.
  • 采用数学模型,在财务和劳动力限制下优化技术要求.

主要成果:

  • 确定了5个医院部门的50个患者需求和40个技术要求.
  • 优先考虑"培训从业人员和护士"",提高员工责任"和"使用经验丰富的专家"进行实施.
  • 证明MD-HOQ在识别服务提升关键领域的有效性.

结论:

  • 综合的QFD,MD-HOQ和SERVQUAL方法为医院管理人员提供了一个强大的框架.
  • 技术要求的有效优先排序确保了最佳的资源配置.
  • 这种方法会提高患者的满意度,提高整体医院服务质量.