Assessment of Service Quality in Teaching Hospitals of Yazd University of Medical Sciences: Using Multi-criteria Decision Making Techniques

BackgroundThe health area is one of the most affected systems on the perspective of decision-making with multiobjectives, thus becoming prone to errors in the final solution, however, multicriteria decision analysis (MDCA) appears as an aid tool for this process decision-making. Therefore,the present study aims to analyze and synthesize articles found in the literature, involing MCDA in health care, evaluating general issues and methodological aspects, structuring them in a single work.MethodsSurveys in the bibliographic databases SCOPUS and PUBMED indicated 1852 documents on the subject, however after a careful verificatios, 66 studies were selected to be analyzed completely. The data extracted from the included articles were organized into a spreadsheet for the preparation of analysis, and the technique used was descriptive statistics.ResultsIt was possible to identify a growth trend in the application of the MCDA in the health area, but no dominance was identified in relation to the authors of the publication and the periodicals where they are published, but some countries stood out in terms of the number of published researches, such as: Canada and Turkey. In defining the decision problem, and in defining criteria, the “literature” presented the greatest demand for those who wish to structure their decision problem. Finally, it was verified by the analysis of the problem, that the MCDA to solve the problems of ranking has comprehensive application and that there is a greater incidence in the use of the AHP and Logic methods Fuzzy.ConclusionWith this, it is possible to observe, through the data of this review, that more than the multicriteria methods, the multicriteria decision model has been highlighted, also in the health area. In addition, the study can guide new applications and techniques using MCDA in the health care.

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“…Manage. Spain Pollution Sorting Literature Literature AHP Shafii et al [ 85 ] Osong Public Heal. Res.…”

Section: Methodsmentioning

confidence: 99%

Multicriteria decision analysis (MCDA) in health care: a systematic review of the main characteristics and methodological steps

Frazão

Camilo

Cabral

et al. 2018

BMC Med Inform Decis Mak

102

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“…Wen et al have presented solutions to incorporate the uncertainty from clinical data into the MCDA model when evaluating the overall benefit-risk profiles among different treatment options [12] [14].…”

Section: Clinicalmentioning

confidence: 99%

Improved Association Rules Mining based on Analytic Network Process in Clinical Decision Making

Khademolqorani¹

2016

ijacsa

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Abstract-Association Rules Mining is one of the most important fields in data mining and knowledge discovery in databases. Rules explosion is a problem of concern, as conventional mining algorithms often produce too many rules for decision makers to digest. In order to overcome this problem in clinical decision making, this paper concentrates on using Analytic Network Process method to improve the process of extracting rules. The rules provided by association rules, through group decision making of physicians and health experts, are used to organize and evaluate related features by analytic network process. The proposed method has been applied in the completed blood count based on real database. It generated interesting association rules useable and useful for medical diagnosis.

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“…The ultimate goal of quality is the full compliance with the clients' required specifications with minimum costs imposed on the organization and maximum client satisfaction (2). With the transformation of lifestyles and the mechanization of industrial production over the past decade, the majority of the workforce in industrial countries have now joined service organizations so that more than 75% of the workforce in the United States works in the service sector (3). Accordingly, management theories related to industrial settings have undergone modifications to apply to service organizations.…”

Section: Introductionmentioning

confidence: 99%

Assessment of Quality of Services Delivered to Iranian Patients with Cataract

Dehaghi¹,

Mahfoozpour²,

Modiri³

et al. 2020

Iran Red Crescent Med J

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Background: The expansion of activities and performance areas of organizations and modern management issues imply that organizations are no longer satisfied with success in only a limited number of elements. Mathematical models, thus, were formed and gradually developed for assessing organizations and providing the right tools. Objectives: This study was conducted to provide a model for improving the quality of services to patients with cataracts. Methods: The study population consisted of 20 experts in health service management in one group and 396 patients in another group. The data were used for the Importance-Performance Analysis (IPA). The first group consisted of 20 experts selected for the localization of the quality of services and the ISM. This applied descriptive-analytical study used the Fuzzy Delphi method for selecting the elements of the quality of services, the importance-performance analysis for identifying the strengths and weaknesses of these elements, and the Interpretive-Structural modeling for improving the elements of the quality of services by prioritizing the effect of the factors. Results: The eye hospital has to pay immediate attention to elements including "reliability", "support services", "knowledge of personnel", "waiting time", "assurance", "sympathy", "decorum and modesty", "understanding the patients", "patients' safety", "continuous services", "complaints management", "cleanness/tidiness of environment," and "rapid provision of services" to improve the quality of its services. Conclusions: Interpretive structural modeling showed that two variables "technology and innovation" and "reliability" acted as the cornerstone of the model and they should be emphasized first and foremost for the system to begin functioning.

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Assessment of Service Quality in Teaching Hospitals of Yazd University of Medical Sciences: Using Multi-criteria Decision Making Techniques

Cited by 43 publications

References 19 publications

Multicriteria decision analysis (MCDA) in health care: a systematic review of the main characteristics and methodological steps

Multicriteria decision analysis (MCDA) in health care: a systematic review of the main characteristics and methodological steps

Improved Association Rules Mining based on Analytic Network Process in Clinical Decision Making

Assessment of Quality of Services Delivered to Iranian Patients with Cataract

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