Modelling new service development using Kano, QFD and mathematical programming in an emergency department healthcare unit

Abstract

Today, service quality provided to patients is one of the most important criteria for obtaining patient satisfaction in medical and healthcare centres. A review of the work done in the field of quality improvement in healthcare centres shows the attention of researchers to provide quality in healthcare centres. In our research, we first identified the needs of patients, which was determined using a standard questionnaire, then using the Kano model and its evaluation table to classify the needs of patients into three categories: functional, basic and exciting, so by using QFD tool and goal programming, we examined the current situation of the hospital and compared it with other competitors and identified the elements that are considered as high priority. This method helps us to examine our position as a service unit in front of patients and in comparison with competitors, as well as the extent of our success in achieving the goal with little data. Therefore, during the process of technical language and operationalisation of these parameters, we have a safe way to improve patient satisfaction.