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Identification and Evaluation of the Ways of Meeting Patients' Expectations from a Hospital: An AHP-Weighted QFD Case Study In A Pediatric Hospital

Year 2020, , 224 - 247, 30.11.2020
https://doi.org/10.26650/ibr.2020.49.0070

Abstract

The purpose of this study is to determine the expectations of pediatric patients from a hospital and find out feasible solutions to address these expectations. In accordance with this purpose, an AHP-weighted QFD case study was carried out in a pediatric hospital in Turkey. In order to determine the expectations of pediatric patients; face-to-face and semi-structured interviews were used and the natural environment of the hospital was observed in many different times. Expectations of the children constituted the left part of the House of Quality (HoQ) of QFD and were weighted using the AHP. Then, technical requirements offering solutions to expectations of children were defined, other parts of the house were added and the whole HoQ was completed. The results show that, from the children’s point of view, accommodation services was found as the most important factor and arrangement of the patient rooms as the most important sub-factor. All remaining factors and sub-factors were also evaluated and prioritized. It is hoped that this study can contribute to the related literature and the QFD model developed in the study can be taken as an example by similar and/or different hospitals. Finally, the limitations of this study and future research directions are outlined.

Supporting Institution

The authors declared that this study has received no financial support.

References

  • Ahmed, M., Islam, R., & Al-wahaibi, S. K. (2006). Developing quality healthcare software using quality function deployment: a case study based on Sultan Qaboos University Hospital. International Journal of Business Information Systems, 1(4), 408-425.
  • Aktepe, A., Ersöz, S., Hayat, Y., Orhan, G., Can, C., & Çiftçi, S. (2011). Integrated use of servqual analysis and fuzzy analytical hierarchy process (FAHP) in quality function deployment (QFD): an application ın a university hospital. XI. Production Research Symposium, 23-24 Haziran 2011. 237-246.
  • Ardıç, K., Çevik, O., & Göktaş, Ş. (2008). Quality function deployment: an application at GOP University. Academic Reviews, 3(2), 112-139.
  • Antmen, ZF., & Minç, P. (2018). Çocuk yoğun bakım ünitesinde çok kriterli karar verme ile mekanik ventilatör seçimi ve bir uygulama örneği. Çukurova Üniversitesi Mühendislik Mimarlık Fakültesi Dergisi, 33(4), 17-30.
  • Ariani, N. N., Napiyani, N. M., & Wijaya, I. P. (2017). Implementatıon of qualıty functıon deployment to identify priority needs of customers and health providers of child-friendly community health centre. Public Health and Preventive Medicine Archive, 5(1), 12-17.
  • Bang W., & Chang B. Y. (2013). Quality factor analysis of metalworking process with AHP, International Journal of Production Research, 51(19), 5741-5756.
  • Chan, L. K., & Wu, M. L. (2002). Quality function deployment: a literature review. European Journal of Operational Research, 143, 463–497.
  • Chang, H., & Kim, D. (2010). A quality function deployment framework for the service quality of health information websites. Healthcare Research Information, 16(1), 6-14.
  • Chang Y., Yang Y., & Dong S. (2018). Comprehensive sustainability evaluation of high-speed railway (HSR) construction projects based on unascertained measure and analytic hierarchy process. Sustainability, 10(2), 1-19.
  • Chen C.W., Huang S. H. (2011). Implementing KM programmes using fuzzy QFD, Total Quality Management & Business Excellence, 2(4), 387-406.
  • Chiou, C. C., & Cheng, Y. S. (2008). An integrated method of kano model and qfd for designing impressive qualities of healthcare service. 2008 IEEE International Conference on Industrial Engineering and Engineering Management, 590-594.
  • Chou, S. (2004). Evaluating the service quality of undergraduate nursing education in taiwan – using quality function deployment. Nurse Education Today, 24(4), 310–318.
  • Chou, Y. C., Tsai, P. C., Pai, J. Y., Yen, H. Y., & Lu, C. H. (2014). Application of Kano’s two-dimensional quality model and QFD on a gender-friendly environment of hospital. Proceedings of PICMET '14 Conference: Portland International Center for Management of Engineering and Technology; Infrastructure and Service Integration, 3322-3331.
  • Chung J.S., & Na G. T. (2018). A study on the feasibility assessment model of urban utility tunnel by analytic hierarchy process. Journal of Korean Tunnelling and Underground Space Association, 20(1), 131-144.
  • Dehe, B., & Bamford, D. (2017). Qualıty functıon deployment and operational design decisions- a healthcare ınfrastructure development case study. Productıon Plannıng and Control, 28(14), 1177-1192.
  • Di Mauro, R., Faggiano, F., Andellini, M., Derrico, P., & Ritrovato, M. (2019). PP179 Health technology assessment of pediatric ıntensive care ventilators. Cambridge University Press, 35(1), 70-71.
  • Doğan, Ö., & Arıcan, R. (2008). Applicatıon of quality function deployment matrix ın pharmacology sector. Journal of Business Administration, 9(1), 107-123.
  • Einspruch, E. M., Omachonu, V. K., & Einspruch, N. G. (1996). Quality function deployment (QFD): application to rehabilitation services, International Journal of Health Care Quality Assurance, 9(3), 41-46.
  • Faggiano, F., Andellini, M., Nocchi, F., Capussoto, C., Sapusco, F., Derrico, P., & Ritrovato, M. (2017). VP47 Health technology assessment of ıntensive care ventilators for pediatric patients. Cambridge University Press, 33(1), 168-169.
  • Falsini D., Fondi F., & Schiraldi M.M. (2012). A logistics provider evaluation and selection methodology based on AHP, DEA and linear programming integration, International Journal of Production Research, 50(17), 4822-4829.
  • Ge Z., & Liu Y. (2019). Analytic hierarchy process based fuzzy decision fusion system for model prioritization and process monitoring application. IEEE Transactions on Industrial Informatics, 15(1), 357-365.
  • Gonzales, M. E., Quesada, G., Urrutia I., & Gavidia, J. V. (2006). Conceptual design of an e-health strategy for the spanish health care system. International Journal of
  • Health Care Quality Assurance, 19(2), 146-157. Gündoğdu, S., & Görener, A. (2017). Process improvement using quality function deployment in the healthcare sector. Alphanumeric Journal, 5(1), 128-146.
  • Hancerliogullari, G., Hancerliogullari, KO., & Koksalmis, E. (2017). The use of multi-criteria decision making models in evaluating anesthesia method options in circumcision surgery. BMC Medical Informatics and Decision Making, 17(14), 1-13.
  • Hashemi, N., Marzban, M., & Delavari, S. (2015). Quality functıon deployment: application to chemotherapy unıt services. Mıddle East Journal of Cancer, 6(4), 219-228.
  • Hu, C. M., & Yeh, C. H. (2011). The synergy of QFD and TRIZ design practice- a case study for medical care bed. Proceedings of 2011 International Conference on Modelling, Identification and Control, Shanghai, China, June 26-29. DOI: 10.1109/ICMIC.2011.5973760
  • Javid R. J., Nejat, A., & Hayhoe, K. (2014). Selection of CO2 mitigation strategies for road transportation ın the united states using a multi-criteria approach. Renewable and Sustainable Energy Review, 38, 960–972.
  • Kıdak, L., Arslan, E., & Burmaoğlu, S. (2016). Is voice of patient heared? An application of fuzzy-ahp-weighted quality function deployment in public hospital. International Journal of Alanya Faculty of Business, 8(2), 93-107.
  • Khare, S., & Sharma, J. (2013). From conception to creatıon quality functıon deployment in health sector. Mathematics and Computers in Contemporary Science, 84-89.
  • Kuo, R. J., Wu, Y. H., Hsu, T. S., & Chen, L. K. (2010). Improving outpatient services for elderly patients in taiwan: A qualitative study. Archives of Gerontology and Geriatrics, 53(2011), 209–217.
  • Lin, M., Zeng L., Huang, L., Tao Y., & Zhang L. (2020). Application of Delphi method and analytic hierarchy process to establish indicator system for evaluation of rational drug use in children with primary nephrotic syndrome. Medicine, 99(19): p e19949. doi: 10.1097/MD.0000000000019949.
  • Matzler, K., & Hinterhuber, H. H. (1998). How to make product development projects more successful by integrating KANO’s model of customer satisfaction into quality function deployment. Technovation, 18(1), 25–38.
  • Morris L. J., & Morris J. S. (1999). Introducing quality function deployment in the marketing classroom. Journal of Marketing Education, 21(2), 131–137.
  • Oktafianto, M., Akbar, Y., Rizgi, A. Fitrian, A., & Maseleno, A. (2018). Dismissal working relationship using analytic hierarchy process method.  International Journal of Pure and Applied Mathematics, 118(7), 177-184.
  • Özgener, Ş. (2003). Quality function deployment: a teamwork approach. Total Quality Management & Business Excellence, 14(9), 969-979.
  • Park, S. H., Ham, S., Lee, M. A. (2012). How to improve the promotion of Korean beef barbecue, bulgogi for international customers. An application of quality function deployment. Appetite, 59(2), 324-332.
  • Radharamanan, R., & Godoy, L. (1996). Qualıty functıon deployment as applied to a health care system. International Conference on Computers and Industrıal Engineering, 31(1/2), 443-446.
  • Radivojeviç, G., & Gajoviç, V. (2014). Supply chain risk modeling by AHP and fuzzy AHP methods, Journal of Risk Research, 17(3), 337-352.
  • Saaty, T. L. (2008). The analytic hierarchy and analytic network measurement processes: applications to decisions under risk. European Journal of Pure and Applied Mathematics, 1(1), 122-196.
  • Shih, H. S., & Chen, S. H. (2016). A conceptual design of a mobile healthcare device-an application of three-stage QFD with ANP and TRIZ. International Journal of Operations Research, 10(2), 80-91.
  • Shuo- Fang, L., Lee, Y. & Huang, Y. (2009). A brief fatique inventory of shoulder health developed by quality function deployment technique. Journal of Shoulder and Elbow Surgery Board of Trustees, 18, 418-423.
  • Türkiye İstatistik Kurumu (TÜİK) [Turkish Statistical Institute] (2018). Child with Statistics. (01/09/2019). United Nations (UN) (2017). World Population Prospects. (03/09/2019) https://population.un.org/wpp/Publications/Files/WPP2017_DataBooklet.pdf.
  • Varajao, J., & Cruz-Cunha, M. M. (2013). Using AHP and the IPMA competence baseline in the project managers selection process, International Journal of Production Research, 51(11): 3342-3354.
  • Yang, Y., & Kim, M. (2013). Analysis of user requirement on u-healthcare system. International Journal of Business Tourism and Applied Sciences, 1(2), 1-10.
  • Yapraklı, T. Ş., & Güzel, D. (2010). Quality function deployment in healthcare sector. Selçuk University Journal of Social Economic Research, 13(19), 458-476.
  • Yu, Y., Jia, L., Meng, Y., Hu, L., Liu, Y., Nie, X., Zhang, M., Zhang, X., Han, S., Peng, X., & Wang X. (2018). Method development for clinical comprehensive evaluation of pediatric drugs based on multi-criteria decision analysis: application to ınhaled corticosteroids for children with asthma. Pediatr Drugs, 20, 195–204.
  • Zhang, L., Lavagnolo, M.C., Bai H., Pivato, A., Raga, R., & Yue, D. (2019). Environmental and economic assessment of leachate concentrate treatment technologies using analytic hierarchy process. Resources, Conservation & Recycling, 141, 474–480.
  • World Health Organization (WHO) (2019). Recognizing adolescence (02/10/2019). http://apps.who.int/adolescent/second-decade/section2/page1/recognizing-adolescence.html
Year 2020, , 224 - 247, 30.11.2020
https://doi.org/10.26650/ibr.2020.49.0070

Abstract

References

  • Ahmed, M., Islam, R., & Al-wahaibi, S. K. (2006). Developing quality healthcare software using quality function deployment: a case study based on Sultan Qaboos University Hospital. International Journal of Business Information Systems, 1(4), 408-425.
  • Aktepe, A., Ersöz, S., Hayat, Y., Orhan, G., Can, C., & Çiftçi, S. (2011). Integrated use of servqual analysis and fuzzy analytical hierarchy process (FAHP) in quality function deployment (QFD): an application ın a university hospital. XI. Production Research Symposium, 23-24 Haziran 2011. 237-246.
  • Ardıç, K., Çevik, O., & Göktaş, Ş. (2008). Quality function deployment: an application at GOP University. Academic Reviews, 3(2), 112-139.
  • Antmen, ZF., & Minç, P. (2018). Çocuk yoğun bakım ünitesinde çok kriterli karar verme ile mekanik ventilatör seçimi ve bir uygulama örneği. Çukurova Üniversitesi Mühendislik Mimarlık Fakültesi Dergisi, 33(4), 17-30.
  • Ariani, N. N., Napiyani, N. M., & Wijaya, I. P. (2017). Implementatıon of qualıty functıon deployment to identify priority needs of customers and health providers of child-friendly community health centre. Public Health and Preventive Medicine Archive, 5(1), 12-17.
  • Bang W., & Chang B. Y. (2013). Quality factor analysis of metalworking process with AHP, International Journal of Production Research, 51(19), 5741-5756.
  • Chan, L. K., & Wu, M. L. (2002). Quality function deployment: a literature review. European Journal of Operational Research, 143, 463–497.
  • Chang, H., & Kim, D. (2010). A quality function deployment framework for the service quality of health information websites. Healthcare Research Information, 16(1), 6-14.
  • Chang Y., Yang Y., & Dong S. (2018). Comprehensive sustainability evaluation of high-speed railway (HSR) construction projects based on unascertained measure and analytic hierarchy process. Sustainability, 10(2), 1-19.
  • Chen C.W., Huang S. H. (2011). Implementing KM programmes using fuzzy QFD, Total Quality Management & Business Excellence, 2(4), 387-406.
  • Chiou, C. C., & Cheng, Y. S. (2008). An integrated method of kano model and qfd for designing impressive qualities of healthcare service. 2008 IEEE International Conference on Industrial Engineering and Engineering Management, 590-594.
  • Chou, S. (2004). Evaluating the service quality of undergraduate nursing education in taiwan – using quality function deployment. Nurse Education Today, 24(4), 310–318.
  • Chou, Y. C., Tsai, P. C., Pai, J. Y., Yen, H. Y., & Lu, C. H. (2014). Application of Kano’s two-dimensional quality model and QFD on a gender-friendly environment of hospital. Proceedings of PICMET '14 Conference: Portland International Center for Management of Engineering and Technology; Infrastructure and Service Integration, 3322-3331.
  • Chung J.S., & Na G. T. (2018). A study on the feasibility assessment model of urban utility tunnel by analytic hierarchy process. Journal of Korean Tunnelling and Underground Space Association, 20(1), 131-144.
  • Dehe, B., & Bamford, D. (2017). Qualıty functıon deployment and operational design decisions- a healthcare ınfrastructure development case study. Productıon Plannıng and Control, 28(14), 1177-1192.
  • Di Mauro, R., Faggiano, F., Andellini, M., Derrico, P., & Ritrovato, M. (2019). PP179 Health technology assessment of pediatric ıntensive care ventilators. Cambridge University Press, 35(1), 70-71.
  • Doğan, Ö., & Arıcan, R. (2008). Applicatıon of quality function deployment matrix ın pharmacology sector. Journal of Business Administration, 9(1), 107-123.
  • Einspruch, E. M., Omachonu, V. K., & Einspruch, N. G. (1996). Quality function deployment (QFD): application to rehabilitation services, International Journal of Health Care Quality Assurance, 9(3), 41-46.
  • Faggiano, F., Andellini, M., Nocchi, F., Capussoto, C., Sapusco, F., Derrico, P., & Ritrovato, M. (2017). VP47 Health technology assessment of ıntensive care ventilators for pediatric patients. Cambridge University Press, 33(1), 168-169.
  • Falsini D., Fondi F., & Schiraldi M.M. (2012). A logistics provider evaluation and selection methodology based on AHP, DEA and linear programming integration, International Journal of Production Research, 50(17), 4822-4829.
  • Ge Z., & Liu Y. (2019). Analytic hierarchy process based fuzzy decision fusion system for model prioritization and process monitoring application. IEEE Transactions on Industrial Informatics, 15(1), 357-365.
  • Gonzales, M. E., Quesada, G., Urrutia I., & Gavidia, J. V. (2006). Conceptual design of an e-health strategy for the spanish health care system. International Journal of
  • Health Care Quality Assurance, 19(2), 146-157. Gündoğdu, S., & Görener, A. (2017). Process improvement using quality function deployment in the healthcare sector. Alphanumeric Journal, 5(1), 128-146.
  • Hancerliogullari, G., Hancerliogullari, KO., & Koksalmis, E. (2017). The use of multi-criteria decision making models in evaluating anesthesia method options in circumcision surgery. BMC Medical Informatics and Decision Making, 17(14), 1-13.
  • Hashemi, N., Marzban, M., & Delavari, S. (2015). Quality functıon deployment: application to chemotherapy unıt services. Mıddle East Journal of Cancer, 6(4), 219-228.
  • Hu, C. M., & Yeh, C. H. (2011). The synergy of QFD and TRIZ design practice- a case study for medical care bed. Proceedings of 2011 International Conference on Modelling, Identification and Control, Shanghai, China, June 26-29. DOI: 10.1109/ICMIC.2011.5973760
  • Javid R. J., Nejat, A., & Hayhoe, K. (2014). Selection of CO2 mitigation strategies for road transportation ın the united states using a multi-criteria approach. Renewable and Sustainable Energy Review, 38, 960–972.
  • Kıdak, L., Arslan, E., & Burmaoğlu, S. (2016). Is voice of patient heared? An application of fuzzy-ahp-weighted quality function deployment in public hospital. International Journal of Alanya Faculty of Business, 8(2), 93-107.
  • Khare, S., & Sharma, J. (2013). From conception to creatıon quality functıon deployment in health sector. Mathematics and Computers in Contemporary Science, 84-89.
  • Kuo, R. J., Wu, Y. H., Hsu, T. S., & Chen, L. K. (2010). Improving outpatient services for elderly patients in taiwan: A qualitative study. Archives of Gerontology and Geriatrics, 53(2011), 209–217.
  • Lin, M., Zeng L., Huang, L., Tao Y., & Zhang L. (2020). Application of Delphi method and analytic hierarchy process to establish indicator system for evaluation of rational drug use in children with primary nephrotic syndrome. Medicine, 99(19): p e19949. doi: 10.1097/MD.0000000000019949.
  • Matzler, K., & Hinterhuber, H. H. (1998). How to make product development projects more successful by integrating KANO’s model of customer satisfaction into quality function deployment. Technovation, 18(1), 25–38.
  • Morris L. J., & Morris J. S. (1999). Introducing quality function deployment in the marketing classroom. Journal of Marketing Education, 21(2), 131–137.
  • Oktafianto, M., Akbar, Y., Rizgi, A. Fitrian, A., & Maseleno, A. (2018). Dismissal working relationship using analytic hierarchy process method.  International Journal of Pure and Applied Mathematics, 118(7), 177-184.
  • Özgener, Ş. (2003). Quality function deployment: a teamwork approach. Total Quality Management & Business Excellence, 14(9), 969-979.
  • Park, S. H., Ham, S., Lee, M. A. (2012). How to improve the promotion of Korean beef barbecue, bulgogi for international customers. An application of quality function deployment. Appetite, 59(2), 324-332.
  • Radharamanan, R., & Godoy, L. (1996). Qualıty functıon deployment as applied to a health care system. International Conference on Computers and Industrıal Engineering, 31(1/2), 443-446.
  • Radivojeviç, G., & Gajoviç, V. (2014). Supply chain risk modeling by AHP and fuzzy AHP methods, Journal of Risk Research, 17(3), 337-352.
  • Saaty, T. L. (2008). The analytic hierarchy and analytic network measurement processes: applications to decisions under risk. European Journal of Pure and Applied Mathematics, 1(1), 122-196.
  • Shih, H. S., & Chen, S. H. (2016). A conceptual design of a mobile healthcare device-an application of three-stage QFD with ANP and TRIZ. International Journal of Operations Research, 10(2), 80-91.
  • Shuo- Fang, L., Lee, Y. & Huang, Y. (2009). A brief fatique inventory of shoulder health developed by quality function deployment technique. Journal of Shoulder and Elbow Surgery Board of Trustees, 18, 418-423.
  • Türkiye İstatistik Kurumu (TÜİK) [Turkish Statistical Institute] (2018). Child with Statistics. (01/09/2019). United Nations (UN) (2017). World Population Prospects. (03/09/2019) https://population.un.org/wpp/Publications/Files/WPP2017_DataBooklet.pdf.
  • Varajao, J., & Cruz-Cunha, M. M. (2013). Using AHP and the IPMA competence baseline in the project managers selection process, International Journal of Production Research, 51(11): 3342-3354.
  • Yang, Y., & Kim, M. (2013). Analysis of user requirement on u-healthcare system. International Journal of Business Tourism and Applied Sciences, 1(2), 1-10.
  • Yapraklı, T. Ş., & Güzel, D. (2010). Quality function deployment in healthcare sector. Selçuk University Journal of Social Economic Research, 13(19), 458-476.
  • Yu, Y., Jia, L., Meng, Y., Hu, L., Liu, Y., Nie, X., Zhang, M., Zhang, X., Han, S., Peng, X., & Wang X. (2018). Method development for clinical comprehensive evaluation of pediatric drugs based on multi-criteria decision analysis: application to ınhaled corticosteroids for children with asthma. Pediatr Drugs, 20, 195–204.
  • Zhang, L., Lavagnolo, M.C., Bai H., Pivato, A., Raga, R., & Yue, D. (2019). Environmental and economic assessment of leachate concentrate treatment technologies using analytic hierarchy process. Resources, Conservation & Recycling, 141, 474–480.
  • World Health Organization (WHO) (2019). Recognizing adolescence (02/10/2019). http://apps.who.int/adolescent/second-decade/section2/page1/recognizing-adolescence.html
There are 48 citations in total.

Details

Primary Language English
Subjects Business Administration
Journal Section Articles
Authors

N. Özgür Doğan This is me 0000-0002-7892-1550

Hazal Akbal 0000-0002-5129-9773

Publication Date November 30, 2020
Submission Date April 23, 2020
Published in Issue Year 2020

Cite

APA Doğan, N. Ö., & Akbal, H. (2020). Identification and Evaluation of the Ways of Meeting Patients’ Expectations from a Hospital: An AHP-Weighted QFD Case Study In A Pediatric Hospital. Istanbul Business Research, 49(2), 224-247. https://doi.org/10.26650/ibr.2020.49.0070

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