Process Improvement Using Quality Function Deployment in the Healthcare Sector

Abstract

Although hospitals are important facilities for human health, they are not the places that people usually want to be in. It is necessary to create an environment that will make people feel like they are at home rather than at the hospital in order to break this feeling. In order to provide this environment in hospitals, patient-oriented service approach should be taken and appropriate processes should be designed. In this context, the opinions of the patients should be taken into account. In this research, the patient expectations regarding the blood collection process in a private hospital were evaluated. The current situation of the hospital, the relationships between expectations and requirements, and the competitors are taken into account and a quality function deployment technique is used.

Keywords

• healthcare
• hospital
• process improvement
• quality function deployment (qfd)