title: [Quality planning of Family Health Units using Quality Function Deployment (QFD)].
abstract: Quality is an indispensible requirement in the health field, and its pursuit is necessary in order to meet demands by a population that is aware of its rights, as part of the essence of good work relations, and to decrease technological costs. Quality thus involves all parties to the process (users and professionals), and is no longer merely an attribute of the health service. This study aimed to verify the possibility of quality planning in the Family Health Units, using Quality Function Deployment (QFD). QFD plans quality according to user satisfaction, involving staff professionals and identifying new approaches to improve work processes. Development of the array, called the House of Quality, is this method's most important characteristics. The results show a similarity between the quality demanded by users and the quality planned by professionals. The current study showed that QFD is an efficient tool for quality planning in public health services.
authors.affiliation: Universidade Estadual de Campinas, Piracicaba, Brasil. lucianavolpato@superig.com.br
authors.forename: Luciana Fernandes
authors.initials: LF
authors.lastname: Volpato
authors.forename: Marcelo de Castro
authors.initials: Mde C
authors.lastname: Meneghim
authors.forename: Antonio Carlos
authors.initials: AC
authors.lastname: Pereira
authors.forename: Gláucia Maria Bovi
authors.initials: GM
authors.lastname: Ambrosano
mesh_terms: D001938:Brazil; D003258:Consumer Behavior; D005192:Family Health; D006282:Health Personnel; D006285:Health Planning / Q000379:methods*; D006298:Health Services Administration; D006801:Humans; D020380:Needs Assessment / Q000458:organization & administration; D011787:Quality of Health Care / Q000458:organization & administration*; D012017:Referral and Consultation; D017749:Total Quality Management