The development of a model for total quality healthcare

Abstract

The rapid changes in the environment have exerted significant pressures on healthcare providers to reassess their strategies. Furthermore, it is a paradox that the best clinicians are, themselves, not the best managers in running the healthcare services. Hence, a management model is set up using quality function deployment (QFD) where strategies are developed through a partnership between managers and clinicians for the provision of total quality healthcare in the light of dramatic changes in the health‐care environment. The QFD‐led model consists of seven parts, which includes service planning, operational planning and new concepts deployment. The power of the QFD‐led model comes from the detailed discussions with customers about their expectations, comparisons with competitors and considerations of how the healthcare provider can meet the customers’ expectations most effectively. The application of QFD in a restructured regional acute‐care hospital is discussed.

Citation

Cheng Lim, P. and Tang, N.K.H. (2000), "The development of a model for total quality healthcare", Managing Service Quality: An International Journal, Vol. 10 No. 2, pp. 103-111. https://doi.org/10.1108/09604520010318290