Application Quality Function Deployment to Improve Quality of Patient Service in Hemodialysis Installation

Annual Conference on Industrial and System Engineering 2019

工业技术（总论）

Siregar, I.^1

Department of Industrial Engineering, Faculty of Engineering, Universitas Sumatera Utara, Indonesia^1

关键词: Patient services;    Quality function deployments (QFD);    Screening process;    Sumatra;   

Others  :  https://iopscience.iop.org/article/10.1088/1757-899X/598/1/012038/pdf
DOI  :  10.1088/1757-899X/598/1/012038

学科分类：工业工程学

来源: IOP

【 摘 要 】

Hemodialysis installation is a part of hospital functions as a place to clean the blood from waste substances, by screening process outside the body. The existence of a hospital does not serve patients in Health Insurance of North Sumatra Province currently because of the decision from Health Office of North Sumatera Province causes a drastic increase number of patients in this installation. This condition causes patient complaints about hemodialysis service and efforts needed to improve patient services based on the wishes and needs of patients using Quality Function Deployment (QFD). The results of the analysis show that 8 attributes obtained based on questionnaires, found that there were 4 attributes being top priorities for improvement including good communication with patients, preparedness of medical staff, competency of medical staff, medical equipment, dialiser reuse, and sterilization completeness. These four attributes can be applied through medical staff friendship, responsiveness / response of medical staff, abilities and knowledge by medical staff, and regular supplier and maintenance of equipment.