The applying of QFD-Analysis to increase patient satisfaction in helthcare organisations

Abstract

The article presents research on the study of "consumer voice" in the outpatient sector of a medical organization. The results of a survey of the patient and the formation of the patient's voice in the "technical characteristics" are presented. The basic needs of patients receiving medical care are investigated. It was clarified what qualities patients would like to see in the process of providing medical care. Interviewed more than 150 people, received 450 original "consumer votes" on the procedure for obtaining planned medical care in the primary health care - polyclinic. Benchmarking was carried out with the nearest competitors of the medical institution. The results of the study are especially relevant in a pandemic and are of interest to medical institutions implementing the Lean Polyclinic system. In the course of the study, a method of structuring quality functions and interviewing patients was used. As a result of the study, measures were proposed to increase patient satisfaction.