The applying of QFD-Analysis to increase patient satisfaction in helthcare organisations

Authors

  • Alena Nikolaeva 1Assistant, Department of Production Economics, Institute of Economics and Finance, Kazan Federal University, Kazan, Republic of Tatarstan, Russia, 89053185835@mail.ru, +79655912094,http://www.scopus.com/authid/detail.url?authorId=57205629640
  • Olga Demyanova Doctor of Economics, Professor, Head of the Department of Production Economics, Institute of Economics and Finance, Kazan Federal University, Kazan, Republic of Tatarstan, Russia, 89053185835@mail.ru, +79053185835,http://www.scopus.com/authid/detail.url?authorId=55887163900
  • Maria Pugacheva Associate Professor, Department of Production Economics. Institute of Economics and Finance, Kazan Federal University, Kazan, Republic of Tatarstan, Russia, marusechka009@mail.ru, +79053729392, http://www.scopus.com/authid/detail.url?authorId=57193335570

Keywords:

Healthcare, Quality of healthcare, QFD, Quality Function Deployment, House of Quality, HOQ, voice of customer, benchmarking, patients requirement, patient survey, pandemic, empathy

Abstract

The article presents research on the study of "consumer voice" in the outpatient sector of a medical organization. The results of a survey of the patient and the formation of the patient's voice in the "technical characteristics" are presented. The basic needs of patients receiving medical care are investigated. It was clarified what qualities patients would like to see in the process of providing medical care. Interviewed more than 150 people, received 450 original "consumer votes" on the procedure for obtaining planned medical care in the primary health care - polyclinic. Benchmarking was carried out with the nearest competitors of the medical institution. The results of the study are especially relevant in a pandemic and are of interest to medical institutions implementing the Lean Polyclinic system. In the course of the study, a method of structuring quality functions and interviewing patients was used. As a result of the study, measures were proposed to increase patient satisfaction.

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How to Cite

Nikolaeva, A., Demyanova, O., & Pugacheva, M. (2021). The applying of QFD-Analysis to increase patient satisfaction in helthcare organisations. AVFT – Archivos Venezolanos De Farmacología Y Terapéutica, 39(7). Retrieved from https://saber.ucv.ve/ojs/index.php/rev_aavft/article/view/21132

Issue

Vol. 39 No. 7 (2020): AVFT-Archivos Venezolanos de Farmacología y Terapéutica

Section

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