Articlegold2022

Application of the QFD-fuzzy-SERVQUAL methodology as a quality planning tool at the surgical centre of a public teaching hospital

Jurandir Barreto Galdino · Hélio Roberto Hékis · José Alfredo Ferreira Costa · Ion Garcia Mascarenhas de Andrade · Eric Lucas dos Santos Cabral · Wilkson Ricardo Silva Castro +3 more

19 citations0/0 files storedBMC Medical Informatics and Decision Making

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Quality Function Deployment in Product Design Healthcare Quality and Management Healthcare Operations and Scheduling Optimization

Abstract

BACKGROUND: In Brazil, many public hospitals face constant problems related to high demand vis-à-vis an overall scarcity of resources, which hinders the operations of different sectors such as the surgical centre, as it is considered one of the most relevant pillars for the proper hospital functioning, due to its complexity, criticality as well as economic and social importance. Proper asset management based on well-founded decisions is, therefore, a sine-qua-non condition for addressing such demands. However, subjectivity and other difficulties present in decisions make the management of hospital resources a constant challenge. METHODS: Thus, the present work proposes the application of a hybrid approach, formed by the QFD tools, fuzzy logic and SERVQUAL as a decision support tool for the quality planning of the surgical centre of the Onofre Lopes Teaching Hospital (Hospital Universitário Onofre Lopes-HUOL). To accomplish such objective, it was necessary to discover and analyse the main needs of the medical team working in the operating room, through the application of the SERVQUAL questionnaire, associated with fuzzy logic. RESULTS: Then, the most relevant deficiencies were transformed into entries for the QFD-fuzzy, where they were translated into project requirements. Soon after, the analysis of the existing relationships between the inputs and these requirements was carried out, generating the ranking of actions with the greatest impact on the improvement of the surgical centre overall quality. CONCLUSIONS: As a result, it was found that the proposed methodology can optimize the decision process to which hospital managers are submitted, improving the surgical centre operation efficiency.

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1965Fuzzy sets 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1996Fuzzy Set Theory—and Its Applications 2014A comparison between Fuzzy AHP and Fuzzy TOPSIS methods to supplier selection 2006Multi-criteria decision analysis in natural resource management: A critical review of methods and new modelling paradigms 2011Fuzzy VIKOR with an application to water resources planning 1985Ranking alternatives using fuzzy numbers

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