Abstract
Healthcare is a vital service sector that provides quality treatment services to patients aiming at achieving individual satisfaction. In order to improve the quality of the healthcare sector, patients should be involved in the improvement process. The aim of this study is to provide a systematic approach for determining and prioritizing healthcare quality attributes that affect patients’ satisfaction. This is accomplished using an integrated Kano-FAHP model that would provide the basis for better improvement strategies and resource allocation. Based on Kano model principles the collected attributes are analyzed and classified into four main classes: must-be, performance, attractive, and indifferent needs. Statistical tests are performed to ensure the reliability of Kano classification. The classified healthcare quality attributes are structured in hierarchal form, and then prioritized by using FAHP method. Conventional AHP is integrated with fuzzy set theory to capture the uncertainty and ambiguity of patients while concluding judgments. Results indicate that must-be attributes gain the largest weights where “correct information given” and “employee friendless and respectfulness” are the first and second attributes with weights of 0.098 and 0.092, respectively.
Highlights
Patients’ satisfaction in healthcare is based on many attributes
The aim of this study is to provide a systematic approach for determining and prioritizing healthcare quality attributes that affect patients’ satisfaction
The classified healthcare quality attributes are structured in hierarchal form, and prioritized by using Fuzzy Analytical Hierarchy Process (FAHP) method
Summary
Patients’ satisfaction in healthcare is based on many attributes. In addition to medical expertise and the availability of technology, patients consider other dimensions of the care process to be important and necessary to enhance their experience at the healthcare facility. Raposo, Alves, and Duarte (2009) defined patients’ satisfaction as the attitude resulting from both output and process perspectives. In past years and to stay competitive, healthcare providers invested in understanding the importance of each dimension of care for enhancing patients’ satisfaction. Such dimensions include medical and administrative staff, facility location and design, procedures, compliance to regulations, local and international recognition (Raposo et al, 2009). These dimensions are represented by some attributes, which are not important to patients and have different impacts on their satisfaction (Kano, Seraku, Takahashi, & Tsuji, 1984). It is necessary to classify and rank these attributes to provide an insight to those that are most important so that healthcare providers can allocate and prioritize their resources to gain the highest customer satisfaction
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