Resumo

LORENZO, Susana et al. Matrix analysis of the client's voice: QFD applied to healthcare management. Gac Sanit [online]. 2004, vol.18, suppl.2, pp.464-471. ISSN 0213-9111.

Objective: To apply quality function deployment (QFD) methodology to identify clients' needs by relating complaints with perceived quality domains. Setting: A hospital within the Public Health Service of Madrid. Methods: Matrix analysis based on the QFD model was performed, using the surveys (1998-2002) conducted in the hospital with the Servqhos questionnaire and a sample of 363 complaints made in 2002. The complaints analyzed were selected using a non-probabilistic sampling method. Results: QFD methodology was highly useful, allowing complaints to be related to the results of a perceived quality questionnaire and identification of the attributes with the greatest influence on patient satisfaction. It also allowed us to identify areas for improvement according to clients' needs.

Palavras-chave : Client voice; Healthcare quality; Perceived quality; Servqhos.