Application of the QFD-fuzzy-SERVQUAL methodology as a quality planning tool at the surgical centre of a public teaching hospital.

Journal: BMC medical informatics and decision making
PMID: 34996444

Abstract

BACKGROUND: In Brazil, many public hospitals face constant problems related to high demand vis-à-vis an overall scarcity of resources, which hinders the operations of different sectors such as the surgical centre, as it is considered one of the most relevant pillars for the proper hospital functioning, due to its complexity, criticality as well as economic and social importance. Proper asset management based on well-founded decisions is, therefore, a sine-qua-non condition for addressing such demands. However, subjectivity and other difficulties present in decisions make the management of hospital resources a constant challenge.

Authors

  • Jurandir Barreto Galdino Junior
    Master in Production Engineering at Federal University of Rio Grande do Norte (UFRN), Natal, RN, Brazil. jurandir_barreto@yahoo.com.br.
  • Hélio Roberto Hékis
    Production and Systems Engineering - Concentration Area - Business Management from the Federal University of Santa Catarina - UFSC (2004). Adjunct Professor at Federal University of Rio Grande do Norte, Natal, RN, Brazil.
  • José Alfredo Ferreira Costa
    Electrical and Computer Engineering - UNICAMP (1999). Full Professor at Federal, University of Rio Grande do Norte, Natal, RN, Brazil.
  • Ion Garcia Mascarenhas de Andrade
    Laboratory of Technological Innovation in Health (LAIS), Federal University of Rio Grande do Norte (UFRN), Natal, Rio Grande do Norte, Brazil.
  • Eric Lucas Dos Santos Cabral
    Master in Production Engineering at Federal University of Rio Grande do Norte (UFRN), Natal, RN, Brazil.
  • Wilkson Ricardo Silva Castro
    Master in Production Engineering at Federal University of Rio Grande do Norte (UFRN), Natal, RN, Brazil.
  • Davidson Rogério de Medeiros Florentino
    Master in Production Engineering at Federal University of Rio Grande do Norte (UFRN), Natal, RN, Brazil.
  • Tiago de Oliveira Barreto
    Master in Production Engineering at Federal University of Rio Grande do Norte (UFRN), Natal, RN, Brazil.
  • João Florêncio da Costa Júnior
    Master in Production Engineering at Federal University of Rio Grande do Norte (UFRN), Natal, RN, Brazil.

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