Evaluation of Quality of Surgical Ward Services in a Military Hospital Using the Fuzzy Quality Function Deployment Method

Quality function deployment (QFD) is a method used to evaluate and plan the quality of products and services. It is based on the satisfaction of customers, translating their needs into measurable characteristics. This study aimed to evaluate the quality of surgery service in a military hospital. This is a cross-sectional descriptive-analytical study carried out in a military hospital in Tehran, Iran in 2016. A researcher-made questionnaire was confirmed valid for data collection by experts. A total of 106 surgery patients were selected as study population. The most important demands of patients (voice of customer) were "nursing assistance" and then "providing proper information to the patient and patient companions". "Suitable equipment-tools and surgical ward space" were the lowest in terms of patient's demands. Among the service elements, the "number of complaints per month" was the most important service element (0.55) and "compliance with the infection control guidelines" was determined as the least important element of the service (0.14). The current quality control model developed in this study can be a general guide to evaluate the quality of services provided by the operating room and other wards of a military hospital.