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

BMC Medical Informatics and Decision Making

José Alfredo Ferreira Costa¹  Íon Garcia Mascarenhas de Andrade²  Wilkson Ricardo Silva Castro³  João Florêncio da Costa Júnior³  Eric Lucas dos Santos Cabral³  Jurandir Barreto Galdino Junior³  Tiago de Oliveira Barreto³  Davidson Rogério de Medeiros Florentino³  Hélio Roberto Hékis⁴ 

[1] Electrical and Computer Engineering - UNICAMP (1999). Full Professor at Federal, University of Rio Grande do Norte, Natal, RN, Brazil;Health Sciences / Medicine from the Federal University of Rio Grande do Norte (2008). Professor at Universidade Potiguar (UnP), Natal, RN, Brazil;Master in Production Engineering at Federal University of Rio Grande do Norte (UFRN), Natal, RN, Brazil;Production and Systems Engineering - Concentration Area - Business Management from the Federal University of Santa Catarina - UFSC (2004). Adjunct Professor at Federal University of Rio Grande do Norte, Natal, RN, Brazil;

关键词: Surgical centre;    Fuzzy logic;    QFD;    Quality;    SERVQUAL;   

DOI  :  10.1186/s12911-022-01746-4

来源: Springer

【 摘 要 】

BackgroundIn 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.MethodsThus, 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.ResultsThen, 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.ConclusionsAs 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.

【 授权许可】

CC BY