The Research Of Outpatient Risk Management In Hospitals Based On Modified FMEA

With the improvement of living standards and the enhancement of health consciousness,people have increasing expectations on medical treatment quality.However,despite the great development of medical technology,various medical safety hazards,such as medical accidents,medical errors,etc.,have been of frequent occurrence.Apart from resulting in serious damage to patients' physical and psychological health,medical risk events also exacerbate contradiction between patient and hospital.Therefore,it is extremely important to further consolidate medical risk management and to mitigate the effect of medical failures as much as possible.Moreover,it is well known that the outpatient service is an important service window for hospitals.Its service quality directly affects the entire operational efficiency and service level of the hospital.As a result,effective risk management for the medical treatment process of outpatients would be positively beneficial for promoting patient satisfaction and the overall medical treatment quality.Failure mode and effect analysis(FMEA)is a prospective risk analysis tool,which could identify and eliminate potential failures,problems,and errors before they happen.In recent years,it has been gradually applied to healthcare risk management over the world to reduce possible medical risks.Unfortunately,it is sometimes inappropriate to apply directly such technique in healthcare industry due to inherent shortcomings of traditional FMEA and complex characteristics of this industry.Therefore,this dissertation develops systematic and adaptive healthcare risk management methodologies based on FMEA approach while incorporating unique nature of healthcare industry.The research contents are as follows:? We investigate the risk evaluation approaches currently used in FMEA and find out main shortcomings surrounding the traditional FMEA method.Furthermore,the methods adopted in FMEA literature are reviewed and analyzed and we figure out potential inadequacies and trends in the existing FMEA models.? The dissertation proposes two new FMEA models.The first one is combining COPRAS and ANP method under interval-valued intuitionistic fuzzy context for enhancing the performance and effectiveness of FMEA.Another one is an integrated FMEA model based on cloud model and hierarchical TOPSIS method to assess and rank the risk of failure modes.The proposed FMEA frameworks provide strong managerial implications for practical risk management.? The two proposed models are applied to practical hospital risk management and evaluate the risk in the medical treatment process of outpatients.More importantly,a holistic risk factor structure is introduced incorporating medical service characteristics.This thus enables the risk evaluation based on FMEA to be more concrete and adaptive to the complex healthcare environment.Moreover,the results demonstrate that both of new risk assessment models are able to produce more accurate and reliable risk ranking of health care failure modes for taking corrective action.