[Matrix analysis of the client's voice: QFD applied to healthcare management].
OBJECTIVE
To apply quality function deployment (QFD) methodology to identify clients' needs by relating complaints with perceived quality domains.


METHODS
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.
Lorenzo
Susana
S
Fundación Hospital Alcorcón, Madrid, Spain. slorenzo@fhalcorcon.es
Mira
José
J
Olarte
Mayerly
M
Guerrero
Johana
J
Guerrero
Johann
J
Moyano
Silvia
S
D019538:Health Care Surveys; D006779:Hospitals, Public / Q000592:standards*; D006801:Humans; D008962:Models, Theoretical; D017060:Patient Satisfaction; D011336:Probability; D019984:Quality Indicators, Health Care; D011787:Quality of Health Care / Q000706:statistics & numerical data*; D012494:Sampling Studies; D013030:Spain; D011795:Surveys and Questionnaires