Application of the Quality Function Deployment Methodology for Quality Analysis in the Clinical Laboratory

Abstract

AbstractThe Quality Function Deployment (QFD) methodology focuses on the voice f the customer (VOC) to create or improve a product/service; it is a system that allows the identification of customers’ needs and expectations. This study aims to apply the QFD methodology for identifying areas of opportunity in a Clinical Analysis Laboratory (CAL) based on the analysis of patient satisfaction obtained through the Service Quality Model or SERVQUAL questionnaires. We applied 382 SERVQUAL questionnaires to patients who underwent a phlebotomy procedure in the CAL of a public hospital in Toluca, Mexico. The SERVQUAL tool measured the quality of expectations and perceptions of the patients. Consequently, a planning QFD matrix was built to implement a design matrix, and the main improvement areas were identified. The main results of the QFD revealed that the requirements of sampling area optimization had the highest relative weight of 30.8%, and engineering needs should focus on corrective maintenance and comfort of phlebotomy chairs (14.1%). Thus, the QFD methodology allowed an analysis of the service quality in the CAL and identified the main areas of opportunity to improve the care provided to the patient.KeywordsQualityLaboratoryClinical engineeringHospital logisticsSERVQUAL