Author:
Vanteddu Gangaraju,D. McAllister Charles
Abstract
Purpose
– The purpose of this paper is to propose an integrated framework to simultaneously identify and improve healthcare processes that are important from the healthcare provider's and patient's perspectives.
Design/methodology/approach
– A modified quality function deployment (QFD) chart is introduced to the field of healthcare quality assurance. A healthcare service example is used to demonstrate the utility of the proposed chart.
Findings
– The proposed framework is versatile and can be used in a wide variety of healthcare quality improvement contexts, wherein, two different perspectives are needed to be considered for identifying and improving critical healthcare processes.
Practical implications
– The modified QFD chart used in conjunction with the stacked Pareto chart will facilitate the identification of key performance metrics from the patient's and the hospital's perspectives. Subsequently, the chief contributory factors at different levels are identified in a very efficient manner.
Originality/value
– Healthcare quality improvement professionals will be able to use the proposed modified QFD chart in association with stacked Pareto chart for effective quality assurance.
Subject
Health Policy,General Business, Management and Accounting
Reference23 articles.
1. Benitez, Y.
,
Forrester, L.
,
Hurst, C.
and
Turpin, D.
(2007), “Hospital reduces medication errors using DMAIC and QFD”, Quality Progress, Vol. 40 No. 1, pp. 38-45.
2. Bliss, D.
(2009), “Lean in healthcare-wow”, Frontiers of Health Services Management, Vol. 26 No. 1, pp. 39-42.
3. Chang, C.
and
Cheng, B.
(2003), “To establish a continuing care system of discharge planning by QFD”, Total Quality Management& Business Excellence, Vol. 14 No. 8, pp. 903-918.
4. Cudney, A.E.
and
Reinbold, O.
(2002), “JCAHO: responding to quality and safety imperatives”, Journal of Healthcare Management, Vol. 47 No. 4, pp. 216-219.
5. Dean, P.
,
Farooqi, A.
and
McKinley, R.
(2004), “Quality improvement in general practice: the perspective of the primary healthcare team”, Quality in Primary Care, Vol. 12 No. 3, pp. 201-207.
Cited by
4 articles.
订阅此论文施引文献
订阅此论文施引文献，注册后可以免费订阅5篇论文的施引文献，订阅后可以查看论文全部施引文献