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Erschienen in:
01.08.2013 | Original Paper
Quality function deployment in a public plastic surgery service in Brazil
Erschienen in: European Journal of Plastic Surgery | Ausgabe 8/2013
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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 university-affiliated 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.