USING IPA AND QFD FOR QUALITY ASSESSMENT OF NURSING CARE IN FUZZY ENVIRONMENT (A STUDY OF SHAHID SADUGHI HOSPITAL OF YAZD)

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MIRFAKHRADINI S.H.; SAMIYEHZARGAR A.

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Journal: Journal of Healthcare Management Research Year:2015 | Volume:6 | Issue:2 (SERIAL 16) Page(s): 27-40

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Title

USING IPA AND QFD FOR QUALITY ASSESSMENT OF NURSING CARE IN FUZZY ENVIRONMENT (A STUDY OF SHAHID SADUGHI HOSPITAL OF YAZD)

Author(s)

MIRFAKHRADINI S.H. | SAMIYEHZARGAR A. | Issue Writer Certificate

Keywords

NURSING SERVICE QUALITYQ2

SERVQUALQ2

IMPORTANCE-PERFORMANCE ANALYSISQ2

QUALITY FUNCTION DEPLOYMENTQ2

Abstract

Introduction: Hospital is a large and complex organization and the most important unit in the health care system and because of the risk of this organization, the importance of quality can be multiplied. The purpose of this study is to provide a new approach on nursing services quality with combining several efficient models for measuring quality.Methods: This study was a cross-functional survey that was conducted in the Third quarter of 2014. Data were collected from 174 patients, stratified random sampling, using the reviewed SERVQUAL questionnaire by the experts. The reliability of the perceptions questionnaire was 0.934 and for expectations questionnaire was 0.960. IMPORTANCE-PERFORMANCE ANALYSIS model was used for priority indicators and QUALITY FUNCTION DEPLOYMENT model was used to design service according to customer demand. Data analyzed by statistical software SPSS19, using the Wilcoxon nonparametric test.Results: The results of the SERVQUAL questionnaire indicate that there was a gap in all aspects. 9 indicators have been identified as priority by using the matrix IPA and were considered as input for QFD. Finally, 13 strategies were prioritized to improve the indicators: "Observance requirements for accreditation", "reward and punishment powerful system ", "filling out patient satisfaction form at discharge", "increasing the number of nurses", "close monitoring and following-up patients' dissatisfaction with superiors", "culture and institutional" and "education and motivation" were as the highest priority.Conclusion: Due to the importance and sensitivity of the nursing profession (for example: requirements validation), it is necessary that the provided solutions be considered in action.

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APA: Copy

MIRFAKHRADINI, S.H., & SAMIYEHZARGAR, A.. (2015). USING IPA AND QFD FOR QUALITY ASSESSMENT OF NURSING CARE IN FUZZY ENVIRONMENT (A STUDY OF SHAHID SADUGHI HOSPITAL OF YAZD). JOURNAL OF HEALTHCARE MANAGEMENT (JOURNAL OF HEALTH SYSTEM), 6(2 (SERIAL 16)), 27-40. SID. https://sid.ir/paper/232520/en

Vancouver: Copy

MIRFAKHRADINI S.H., SAMIYEHZARGAR A.. USING IPA AND QFD FOR QUALITY ASSESSMENT OF NURSING CARE IN FUZZY ENVIRONMENT (A STUDY OF SHAHID SADUGHI HOSPITAL OF YAZD). JOURNAL OF HEALTHCARE MANAGEMENT (JOURNAL OF HEALTH SYSTEM)[Internet]. 2015;6(2 (SERIAL 16)):27-40. Available from: https://sid.ir/paper/232520/en

IEEE: Copy

S.H. MIRFAKHRADINI, and A. SAMIYEHZARGAR, “USING IPA AND QFD FOR QUALITY ASSESSMENT OF NURSING CARE IN FUZZY ENVIRONMENT (A STUDY OF SHAHID SADUGHI HOSPITAL OF YAZD),” JOURNAL OF HEALTHCARE MANAGEMENT (JOURNAL OF HEALTH SYSTEM), vol. 6, no. 2 (SERIAL 16), pp. 27–40, 2015, [Online]. Available: https://sid.ir/paper/232520/en

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