Kalite Fonksiyon Yayılımı Yaklaşımı İle Özel Bir Hastanede Hizmet Kalitesi İyileştirme Üzerine Bir Uygulama
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Tarih
2018
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
Kırıkkale Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Sağlık sektörünün başlıcaunsuru olan hastanelerin, hastaların ihtiyaçlarını karşılayabilmesi vehastaların bekledikleri kaliteli hizmeti sunabilmesi gerekmektedir.Hastanelerin insanlara sundukları hizmetin kaliteli ve güvenilir olması,verdikleri sağlık hizmetinin ertelenemez özellikte olması açısından önemlidir.Hasta memnuniyeti hastaneler için önemli yer tutmaktadır. Bu nedenle hastalarasunulan hizmetin kalitesinin analiz edilerek önceliklerin tayin edilmesi vebunun devamında iyileştirilmesi gerekmektedir. Sunulan hizmetin kalitesininanaliz edilmesinde kullanılan yöntemlerden biri de Kalite Fonksiyon Yayılımı(KFY)’dır. KFY müşterilerin (hastaların) istek ve beklentilerinin nelerolduğunu belirleyen ve bunlara yönelik işletmelere çeşitli faydalar sağlayanbir tekniktir. Bu çalışmada hastaların hastanede yaşadıkları ergonomiksorunları en aza indirgemek ve aldıkları hizmetin kalitesini arttırmak amaçlanmıştır.Bu amaca ulaşmak için, özel bir hastanede 250 hastaya anket uygulanmıştır.Anket sonuçları dikkate alınarak, hastaların görüşleri SPSS yazılımı aracılığıile analiz edilmiştir. Yapılan analiz sonucunda hasta isteklerinin önemdereceleri hesaplanmıştır. Hasta isteklerini karşılayabilmek için belirlenenteknik gereksinimlerden en önemli 10 kriter belirlenmiştir. Bu gereksinimlerarasındaki ilişki derecesi ve hasta beklentilerini karşılayabilecek teknikgereksinimler KFY yöntemi ile belirlenmiştir.
Hospitals, which are the main component of healthcare services, need to be able to meet needs of patients and provide quality services that patients expect. It is important that service offered is quality and dependable, because services that hospitals offer to people are not postponable. Patient satisfaction is important for hospitals. For this reason, quality of service offered should be improved by analyzing quality of service. Quality Function Deployment (QFD) is one of the methods used to analyze quality of service provided. QFD is a technique that determines what needs and expectations of customers (patients) are and provides various benefits to businesses that are oriented towards them. In this study, it is aimed to reduce ergonomic problems experienced by patients in hospital and to increase quality of services patients receive. To achieve this goal, surveys were conducted on 250 patients in a private hospital. Considering results of questionnaires, opinions of patients were analyzed by SPSS software. As a result of analysis, the importance ratings of patient requests were calculated. In order to meet patient's needs, the most important 10 criteria were determined from determined technical requirements. Degree of relationship between these requirements and technical requirements to meet patient expectations were determined by QFD method.
Hospitals, which are the main component of healthcare services, need to be able to meet needs of patients and provide quality services that patients expect. It is important that service offered is quality and dependable, because services that hospitals offer to people are not postponable. Patient satisfaction is important for hospitals. For this reason, quality of service offered should be improved by analyzing quality of service. Quality Function Deployment (QFD) is one of the methods used to analyze quality of service provided. QFD is a technique that determines what needs and expectations of customers (patients) are and provides various benefits to businesses that are oriented towards them. In this study, it is aimed to reduce ergonomic problems experienced by patients in hospital and to increase quality of services patients receive. To achieve this goal, surveys were conducted on 250 patients in a private hospital. Considering results of questionnaires, opinions of patients were analyzed by SPSS software. As a result of analysis, the importance ratings of patient requests were calculated. In order to meet patient's needs, the most important 10 criteria were determined from determined technical requirements. Degree of relationship between these requirements and technical requirements to meet patient expectations were determined by QFD method.
Açıklama
Anahtar Kelimeler
Ergonomi, Hizmet Sektörü, Kalite Fonksiyon Yayılımı, Sağlık Sistemi, Ergonomics, Service Sector, Quality Function Deployment, Healthcare System
Kaynak
Uluslararası Mühendislik Araştırma ve Geliştirme Dergisi
WoS Q Değeri
Scopus Q Değeri
Cilt
1
Sayı
2-245
