<br>QFD-fuzzy-SERVQUAL 方法作为质量规划工具在公立教学医院外科中心的应用,BMC Medical Informatics and Decision Making

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QFD-fuzzy-SERVQUAL 方法作为质量规划工具在公立教学医院外科中心的应用
BMC Medical Informatics and Decision Making ( IF 3.3 ) Pub Date : 2022-01-07 , DOI: 10.1186/s12911-022-01746-4
Jurandir Barreto Galdino Junior ₁ , Hélio Roberto Hékis ₂ , José Alfredo Ferreira Costa ₃ , Íon Garcia Mascarenhas de Andrade ₄ , Eric Lucas Dos Santos Cabral ₁ , Wilkson Ricardo Silva Castro ₁ , Davidson Rogério de Medeiros Florentino ₁ , Tiago de Oliveira Barreto ₁ , João Florêncio da Costa Júnior ₁

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在巴西，许多公立医院持续面临与高需求和整体资源稀缺相关的问题，这阻碍了外科中心等不同部门的运营，因为它被认为是适当医疗服务最相关的支柱之一。由于其复杂性、重要性以及经济和社会重要性，医院的运作至关重要。因此，基于合理决策的适当资产管理是满足此类需求的必要条件。然而，决策中存在的主观性和其他困难使医院资源的管理成为持续的挑战。因此，目前的工作提出应用由 QFD 工具、模糊逻辑和 SERVQUAL 形成的混合方法作为 Onofre Lopes 教学医院（Hospital Universitário Onofre Lopes-HUOL）外科中心质量规划的决策支持工具。。为了实现这一目标，有必要通过应用与模糊逻辑相关的 SERVQUAL 问卷来发现和分析在手术室工作的医疗团队的主要需求。然后，最相关的缺陷被转化为 QFD 模糊条目，并在其中转化为项目需求。不久之后，对输入和这些要求之间的现有关系进行了分析，生成了对外科中心整体质量提高影响最大的行动排名。结果发现，所提出的方法可以优化医院管理者提交的决策流程，提高外科中心的运营效率。

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Application of the QFD-fuzzy-SERVQUAL methodology as a quality planning tool at the surgical centre of a public teaching hospital

In Brazil, many public hospitals face constant problems related to high demand vis-à-vis an overall scarcity of resources, which hinders the operations of different sectors such as the surgical centre, as it is considered one of the most relevant pillars for the proper hospital functioning, due to its complexity, criticality as well as economic and social importance. Proper asset management based on well-founded decisions is, therefore, a sine-qua-non condition for addressing such demands. However, subjectivity and other difficulties present in decisions make the management of hospital resources a constant challenge. Thus, the present work proposes the application of a hybrid approach, formed by the QFD tools, fuzzy logic and SERVQUAL as a decision support tool for the quality planning of the surgical centre of the Onofre Lopes Teaching Hospital (Hospital Universitário Onofre Lopes—HUOL). To accomplish such objective, it was necessary to discover and analyse the main needs of the medical team working in the operating room, through the application of the SERVQUAL questionnaire, associated with fuzzy logic. Then, the most relevant deficiencies were transformed into entries for the QFD-fuzzy, where they were translated into project requirements. Soon after, the analysis of the existing relationships between the inputs and these requirements was carried out, generating the ranking of actions with the greatest impact on the improvement of the surgical centre overall quality. As a result, it was found that the proposed methodology can optimize the decision process to which hospital managers are submitted, improving the surgical centre operation efficiency.

更新日期：2022-01-07

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