Service Management
Research on medical service quality improvement of a public hospital based on Kano model and quality function deployment
Zhang Qunxiang, Xiong Wei, Zhu Lingfeng, Shi Mi
Published 2021-04-02
Cite as Chin J Hosp Admin, 2021, 37(4): 306-311. DOI: 10.3760/cma.j.cn111325-20210218-00128
Abstract
ObjectiveTo study the improvement of medical service quality in a public hospital by integrating Kano and quality function deployment(QFD)technology, so as to provide reference for the improvement of service quality in hospitals.
MethodsThe Kano questionnaire of patients′ needs was designed, the attributes of patients′ needs were identified, and the importance of patients′ needs was calculated and determined. Then, using the house of quality technology in QFD, the patient needs were transformed into corresponding medical service quality assurance elements, and the improvement priority of each assurance element was determined through calculation.
ResultsThe six quality assurance elements most expected to be improved by patients in the hospital were to improve medical level, strengthen service management, improve supervision and review mechanism, standardize complaint process, ensure drug safety and guidance, and track treatment effect.
ConclusionsThe integrated Kano-QFD technology can provide an effective methodological reference for improving the quality of medical service.
Key words:
Quality of health care; Kano model; Quality function deployment; Hospitals, public
Contributor Information
Zhang Qunxiang
School of Economics and Management, Zhejiang Agriculture and Forestry University, Hangzhou 311300, China
Xiong Wei
School of Management, Zhejiang University, Hangzhou 310058, China
Zhu Lingfeng
Department of Quality Improvement, Taizhou Hospital of Zhejiang Province, Taizhou 317000, China
Shi Mi
School of Economics and Management, Zhejiang Agriculture and Forestry University, Hangzhou 311300, China
