Quality function deployment in a public plastic surgery service in Brazil

Quality function deployment in a public plastic surgery service in Brazil

Autor Campos, José Lamartine Galvão Autor UNIFESP Google Scholar
Veiga, Daniela Francescato Autor UNIFESP Google Scholar
Rocha, Luiz Roberto Martins Autor UNIFESP Google Scholar
Novo, Neil Ferreira Google Scholar
Veiga-Filho, Joel Autor UNIFESP Google Scholar
Ferreira, Lydia Masako Autor UNIFESP Google Scholar
Instituição Universidade Federal de São Paulo (UNIFESP)
Universidade do Vale do Sapucaí — UNIVÁS
Pós-graduação Cirurgia Translacional – São Paulo
Resumo Background Quality function deployment (QFD) is a method used to evaluate and plan the quality of products and services. It is based on the satisfaction of customers, translating their needs into measurable characteristics that meet their expectations. This study aimed to evaluate the quality of a public plastic surgery service using QFD. Methods Eighty-six patients undergoing reconstructive operations in the plastic surgery service of a universityaffiliated public hospital in Brazil were enrolled. Quality issues required by patients (voice of customer) were correlated with service elements proposed by a multidisciplinary team (voice of organization). Results The requirements considered most important by patients (voice of customer) were “ease of hospital registration” followed by “nursing service.” The requirement considered least important by patients was “schedule for continuity.” The multidisciplinary team (voice of organization) considered “decreasing the number of complaints/month” the highest priority item of projected quality, followed by “increasing the number of satisfied patients.” “Number of patients referred” was considered the lowest priority item. Conclusions The QFD method was successfully applied to evaluate and set a projected quality plan for a public plastic surgery service in Brazil. Level of Evidence: Level III, therapeutic study
Assunto Quality of health care
Health management
Patient satisfaction
Plastic surgery
Idioma Inglês
Data 2013-04-19
Publicado em European Journal of Plastic Surgery. v. 36, n. 8, p. 511-516, 2013.
ISSN 0930-343X (Sherpa/Romeo)
Editor Springer-Verlag Berlin Heidelberg
Extensão 511–518
Fonte http://dx.doi.org/10.1007/s00238-013-0839-y
Direito de acesso Acesso restrito
Tipo Artigo
URI http://repositorio.unifesp.br/11600/41741

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