Aplicação da metodologia QFD-Fuzzy-Servqual como ferramenta de planejamento da qualidade no centro cirúrgico de um hospital público de ensino

Abstract

In Brazil, many public hospitals constantly face problems related to high demand and scarce resources, which hinders the functioning of sectors such as the surgical center, since it is considered one of the most relevant pillars for the proper functioning of a hospital, due to its complexity, criticality, economic and social importance. Therefore, the management of all assets must be done accurately and with well-founded decisions. However, subjectivity and other difficulties present in decisions, make the management of hospital resources a challenge. That said, this work aims to propose the application of a hybrid approach, formed by the tools QFD, fuzzy logic and SERVQUAL as a decision support tool for planning the quality of the surgical center of Hospital Universitário Onofre Lopes (HUOL). In principle, to achieve this goal, it will be necessary to discover and analyze the main needs of the medical team working in the operating room, through the application of the SERVQUAL questionnaire, associated with the fuzzy logic. Then, the most relevant deficiencies will be transformed into entries for QFD-FUZZY, where they will be translated into project requirements. Soon after, an analysis will be made of the relationships between the inputs and these requirements, and then generate the ranking of the actions with the greatest impact on improving the overall quality of the operating room. Thus, the results of this work point out that the proposed methodology is able to improve the decision process to which hospital managers are submitted, in order to improve the quality of the operating room.