Describes how the challenge of providing rehabilitative services at reasonable costs is beginning to mount. The management of quality in rehabilitative services is therefore gaining increasing attention in the health care arena. States that if a link is implied between the above stated goal and customer satisfaction, it is imperative to evaluate quality or customer satisfaction in the context of the patient’s experience. Describes the QFD system and how it leads to a better understanding of the customer’s needs and wants. Explores the process of applying the concept of QFD to physical therapy.
Einspruch, E. (1996), "Quality function deployment (QFD): application to rehabilitation services", International Journal of Health Care Quality Assurance, Vol. 9 No. 3, pp. 41-46. https://doi.org/10.1108/09526869610117766Download as .RIS
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