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Title: Combined quality function deployment and logical framework approach to improve quality of emergency care in Malta
Authors: Buttigieg, Sandra C.
Dey, Prasanta
Cassar, Mary Rose
Keywords: Total quality management -- Malta -- Case studies
Hospital care -- Malta -- Case studies
Quality function deployment -- Malta
Patient satisfaction -- Malta
Issue Date: 2016
Publisher: Emerald Group Publishing Limited
Citation: Buttigieg, S., Dey, P. K., & Cassar, M. R. (2016). Combined quality function deployment and logical framework approach to improve quality of emergency care in Malta. International Journal of Health Care Quality Assurance, 29(2), 123-140.
Abstract: This paper aims to develop an integrated patient focused analytical framework to improve quality of care in Accident and Emergency (A&E) unit of a Maltese hospital. The study adopts a case study approach. Firstly, a thorough literature review has been undertaken to study the various approaches to healthcare quality management. Secondly, a healthcare quality management framework is developed using combined Quality Function Deployment (QFD) and Logical Framework Approach (LFA). Thirdly, the proposed framework is then applied to a Maltese hospital to demonstrate its effectiveness. The proposed framework has six steps, commencing with identifying patients’ requirements and concluding with implementing improvement projects. All the steps have been undertaken with the involvement of the concerned stakeholders in the A&E unit of the hospital. Findings: The major and related problems being faced by the hospital under study were overcrowding at A&E and shortage of beds respectively. The combined framework ensures better A&E services and patient flow. QFD identifies and analyses the issues and challenges of A&E whereas LFA helps develop project plans for healthcare quality improvement. The important outcomes of implementing the proposed quality improvement programme are fewer hospital admissions, faster patient flow, expert triage, and shorter waiting times at the A&E unit. Increased emergency consultant cover and faster first significant medical encounter were required to start addressing the problems effectively. Overall, combined QFD and LFA methods are effective to address quality of care in A&E unit. Practical implications: The proposed framework can be easily integrated within any healthcare unit, as well as within entire healthcare systems, due to its flexible and user-friendly approach. It could be part of six sigma initiatives within any hospital. Originality/value: Although QFD has been extensively deployed in healthcare setup to improve quality of care, very little has been researched on combining QFD and LFA in order to identify issues, prioritise them, derive improvement measures and implement improvement projects. Additionally, there is no research on QFD application in A&E. This paper bridges these gaps. Moreover, very little has been written on the Maltese health care system. Therefore, this study contributes demonstration of quality of emergency care in Malta.
Appears in Collections:Scholarly Works - FacHScHSM
Scholarly Works - FacM&SSur

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