Study On Feedforward Control Of The Obstetrical Medical Service Quality Based On QFD

Objective This research was specifically based on one of the three sank hospital,two sank hospital and township hospital respectively in Guangdong province and Hunan province. During the research period, questionnaire surveys, individual in-depth interviews were used to the healthcare workers and the related managers to understand the current thing of the obstetrical medical service quality,deficiency and influence factors of the sample hospitals.At the same time, questionnaire surveys was carried out to the obstetrical customers in random sampling and to explore their requirement about medical service quality,then the requirement of the customers were translated into the requirement of medical service technique through Quality Function Development and hanged together with the control of medical service quality.According to this,designed the model of feedforward control of the obstetrical medical service quality based on QFD and provided advices to improve it.Methods The methods of this research mainly including (1) Literature Research.This research mainly collected the domestic and foreign documentaries about QFD,control,feedfoward and the control of medical service quality.Afterwards, it carefully analyzed and processed them for further study. (2) Field Survey. Randomly sampled the obstetrical medical records of the hospitals in 2008 and to know the medical records quality. Designed the questionnaire, asked the obstetrical medical workers to do the surveys in simple random sampling,in order to know the current controlling thing of medical service quality,used the questionnaire to collect the requiremnt of the obstetrical customers about medical service quality and the important level.Brainstormed the interview outline, conducted in-depth interviews with the administrative staff and knew the management and control methods of medical service quality and the medical disputes in 2008.(3)Delphi.In order to determine the weight of the obstetrical medical service quality through Expert consultation.(4) Qualitative Investigation.We classfied the qualitative data from the research and gathered them according to consequence.(5)Quantitative Analysis. We analyzed and processed the related quantitative data by the statistic analysis and the comparative analysis.Results and Conclusions The main findings of the study as follows:(1)There were shortage on the current obstetrical medical service quality in different levels hospitals,the medical service quality of the three sank hospital was relatively better,the two sank hospital took second place and the township hospital was the worst.Seen from the controling of the medical service quality, there were more perfect instiutional framwork,regulations about medical service quality in the three sank hospital,the two sank hospital took second place and the township hospital was the worst.In controling methods, in the three sank hospital,the main way was field control and the feedforward took second place in hospital grade level,there were own control,quality member control and quality group control in department level.In the two sank hospital, the main ways were field control and terminal control in hospital grade level, the quality member control was the main way in department level.In the township hospital, the main way was terminal control in hospital grade level, own control was the main way in department level. Seen from the assessment result,it was feedbacked in different ways in the sample hospitals,but the three sank hospital and the two sank hospital have more ways,hence the medical personnal can get the information easily.The different level hospitals linked the assessment result with the bonus, "To award is given priority to,to punish complementary" in the three sank hospital, "To punish primarily,proper rewards" in the two sank hospital, "To punish primarily" in the township hospital.(2)There are many influnce factors on the obstetrical medical service quality,the quality of medical record, it includes the external quality defects and the connotation;the medical disputes,some of the medical personnal can not obey the medical care routine strictly;there are shorts about medical equipment and hospital condition and the skill of the doctor and nurse and so on;the instiutional framwork,regulations and assessment method of the hospitals existed shortage.(3)The obstetrical customers have a higher requirement to the medical service quality,especially to the technical level of medical personnel,the equipment can satisfy need,the hospital's fame of the structure quality, accurate diagnosis,treatment scheme is reasonable,taixin guardianship and were observed,the medical personnel have responsibilty, it can be treated qucickly in emergency,no accidents,the medical personnel have good ethics, the medical personnel can explain the questions with patience, a special situation at any time with patient or families,the medical personnel have good service attitude of the process quality and the mother and the baby safety,satisfied service,reasonal funds of the result quality.(4) A model of feedforward control of the obstetrical medical service quality based on QFD has been built.The basic thinking is to know the requirement of the obstetrical customers first and then the requirement of the obstetrical customers are translated into technical requirement of medical servic through QFD and the control methods of medical service quality are determined and the feedforward control of the obstetrical medical service quality can be realized.Suggestions (1)We should ask for information from the obstetrical customers oftenly.(2)The requirement of the obstetrical customers should be timely translated into technical requirement of medical service.(3)Gradually eliminate the influenced factors of the obstetrical medical service quality.(4)To perfect the control methods of medical service quality.(5)To value the construction of the structure quality of medical service.(6)To strengthen the management of the process quality of medical service.Innovation and Limitation Major innovations:(1) We try to fuse the requirement of the obstetrical customers with the control of the obstetrical medical service quality.(2)To introduce QFD to the field of medical service and combine it with the feedforward control of the obstetrical medical service quality.(3) A model of feedforward control of the obstetrical medical service quality based on QFD has been built.Major limitations:(1)The use of Quality House tecniques need further,we did not carry out evaultion of the market competition ability and the tecnique competition ability during the course of translating the requirement of the customers into technical requirement of medical service,hence we ignored some existing factors.(2)The model of feedforward control of the obstetrical medical service quality based on QFD is expected to perfect and rich in practice.