Quality function deployment in a public plastic surgery service in Brazil

Quality function deployment in a public plastic surgery service in Brazil

Author 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
Institution Universidade Federal de São Paulo (UNIFESP)
Universidade do Vale do Sapucaí — UNIVÁS
Graduate program Cirurgia Translacional – São Paulo
Abstract 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
Keywords Quality of health care
Health management
Patient satisfaction
Plastic surgery
Language English
Date 2013-04-19
Published in European Journal of Plastic Surgery. v. 36, n. 8, p. 511-516, 2013.
ISSN 0930-343X (Sherpa/Romeo)
Publisher Springer-Verlag Berlin Heidelberg
Extent 511–518
Origin http://dx.doi.org/10.1007/s00238-013-0839-y
Access rights Closed access
Type Article
URI http://repositorio.unifesp.br/11600/41741

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