Quality function deployment in healthcare

Dijkstra, L Lieuwe; Bij, JD Hans van der

doi:10.1108/02656710210413453

Cited by 41 publications

(6 citation statements)

References 19 publications

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“…Studies in medical or healthrelated journals have examined patient satisfaction from their own medical specialty or type of practice (Greene et al, 1994;Morgan et al, 2004). Other studies in quality and reliability journals have sought to apply quality assessment tools and techniques to healthcare, such as QFD (Dijkstra and van der Bij, 2002), PQAT (Raghavan-Gilbert et al, 1998), TQM (Huq, 1995), and data quality management (Lorence and Jameson, 2001).…”

Section: Ijqrm 338mentioning

confidence: 99%

Perceptions of care quality and the effect on patient satisfaction

Johnson

Russell

White

2016

IJQRM

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Purpose This research models the impact of patient perceptions of care quality on overall patient satisfaction in a rural healthcare organization over a three-year time period. The purpose of this paper is to determine if the factors that influence perceptions of service quality change over time and if the change affects overall patient satisfaction. Design/methodology/approach Data were collected for three fiscal years (2012-2014) using a 36-question, Likert-scaled attitudinal survey. Multiple regression analysis was performed to identify which constructs of five different service quality dimensions were statistically significant in predicting overall patient satisfaction. Paired comparison of means and ANOVA F-tests highlighted significant differences across years and demographics. Findings Multiple regression models of overall patient satisfaction over a three-year time period had significant repeat variables, indicating salience of the dimensions and constructs of service quality that predict patient satisfaction. However, some dimensions of service quality did not remain significant from one year to another, indicating there may be a gap in the patient service cycle over an extended time frame. Originality/value This paper explored the sequential relationship between patient satisfaction survey data and perceptions of service quality over a multi-year time frame. The research focussed on outpatient medical clinics, while the majority of previous studies have focussed on acute care or inpatient stays. A longitudinal study is especially relevant for outpatient clinics where continuity of care is important.

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Section: Ijqrm 338mentioning

confidence: 99%

Perceptions of care quality and the effect on patient satisfaction

Johnson

Russell

White

2016

IJQRM

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“…This patient focussed quality improvement approach is popular as it effectively marries the need for improved efficiency within systems while keeping the focus on patient care (Buttigieg et al , 2016, Hariharan and Dey, 2010). These patient focussed approaches aim to define customer/patient needs and develop plans to address these needs (Dey et al , 2009; Buttigieg et al , 2016, Chaplin and Terninko, 2000; Dijkstra and van der Bij, 2002).…”

Section: Literature Reviewmentioning

confidence: 99%

Continuous quality improvement in a Maltese hospital using logical framework analysis

Buttiġieġ

Gauci

Dey

2016

JHOM

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Purpose The purpose of this paper is to present the application of logical framework analysis (LFA) for implementing continuous quality improvement (CQI) across multiple settings in a tertiary care hospital. Design/methodology/approach This study adopts a multiple case study approach. LFA is implemented within three diverse settings, namely, intensive care unit, surgical ward, and acute in-patient psychiatric ward. First, problem trees are developed in order to determine the root causes of quality issues, specific to the three settings. Second, objective trees are formed suggesting solutions to the quality issues. Third, project plan template using logical framework (LOGFRAME) is created for each setting. Findings This study shows substantial improvement in quality across the three settings. LFA proved to be effective to analyse quality issues and suggest improvement measures objectively. Research limitations/implications This paper applies LFA in specific, albeit, diverse settings in one hospital. For validation purposes, it would be ideal to analyse in other settings within the same hospital, as well as in several hospitals. It also adopts a bottom-up approach when this can be triangulated with other sources of data. Practical implications LFA enables top management to obtain an integrated view of performance. It also provides a basis for further quantitative research on quality management through the identification of key performance indicators and facilitates the development of a business case for improvement. Originality/value LFA is a novel approach for the implementation of CQI programs. Although LFA has been used extensively for project development to source funds from development banks, its application in quality improvement within healthcare projects is scant.

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“…A distinction is made between the 'planned' service concept, which corresponds to the provider's view of what matters to customers, and the 'realised' service concept, which refers to the customer's evaluation of his or her actual experience (Roth and Menor, 2003). This customer-centric perspective resonates with previous research on quality function deployment (Dijkstra and van der Bij, 2002;Sousa et al, 2016) what is important to them, helps to determine the characteristics the SDS should exhibit to drive patient satisfaction. Previous research has revealed a range of themes that SDS should emphasise: relational quality reflects how patients perceive their interactions with staff members; administrative quality represents issues related to timeliness, operational services and support services; technical quality involves the medical outcomes achieved and the provider's skills and knowledge; environment quality captures patient perceptions of tangible elements and the atmosphere they create (Dagger et al, 2007).…”

Section: The Role Of Quality Attributes In Informing Sds Designmentioning

confidence: 82%

“…The role of quality attributes in informing SDS design A distinction is made between the "planned" service concept, which corresponds to the provider's view of what matters to customers, and the "realized" service concept, which refers to the customer's evaluation of his or her actual experience (Roth and Menor, 2003). This customer-centric perspective resonates with previous research on quality function deployment (Dijkstra and van der Bij, 2002;Sousa et al, 2016), which suggests that designing the SDS from the patient's perspective involves capturing patient-perceived quality attributes and translating them into design requirements. A customer-centric perspective on SDS design therefore involves exploring how customers evaluate their interactions with the SDS and how this unfolds over the course of the customer journey.…”

Section: Ijqrm 3510mentioning

confidence: 83%

A customer journey perspective on service delivery system design: insights from healthcare

Ponsignon

Smart

Phillips

2018

IJQRM

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The purpose of this paper is to provide novel theoretical insight into service delivery system (SDS) design. To do so, this paper adopts a customer journey perspective, using it as a frame to explore dimensions of experience quality that inform design requirements. Methodology This study utilises UK Patient Opinion data to analyse the stories of 200 cancer patients. Using a critical incident technique, 1,207 attributes of experience quality are generated and classified into 17 quality dimensions across five stages of the customer (patient) journey. Findings Analysis reveals both similarity and difference in dimensions of experience quality across the patient journey: seven dimensions are common to all five journey stages, from receiving diagnosis to end of life care; ten dimensions were found to vary, present in one or several of the stages but not in all. Limitations Limitations include a lack of representativity of the story sample and the impossibility to verify the factual occurrence of the stories. Practical implications Adopting a patient journey perspective can improve practitioner understanding of the design requirements of SDS in healthcare. The results of the study can be applied by managers to configure SDS that achieve higher quality of patient care throughout the patient journey.

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Quality function deployment in healthcare

Cited by 41 publications

References 19 publications

Perceptions of care quality and the effect on patient satisfaction

Perceptions of care quality and the effect on patient satisfaction

Continuous quality improvement in a Maltese hospital using logical framework analysis

A customer journey perspective on service delivery system design: insights from healthcare

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