To Increase Nursing Care Satisfaction for Inpatients from 50% to 90% within 5 Months  

Oleh:

Kanagaraj, D ; Silvesta

Jenis: Article from Proceeding
Dalam koleksi: ANQ Congress 19-22 October 2010 New Delhi, page 1-8.
Topik: Six sigma; health care; Kano model; Patient satisfaction; RIE
Fulltext: Dr_Kanagkaraj_Vee_hos_Improve_nursing_care.pdf (143.02KB)

Isi artikel

The goal was selected by “Voice of The Customer”, an effective brainstorming to identify the issues which was then organised as affinity diagram, refined to Matrix and presented as Kano model. Define phase was completed and the datas were collected as feedback form filled by the discharging patients. Initially the satisfaction level was calculated for the base line. Gradual improvement was made by continuous training, motivation and encouragement. The critical factor errors were initially identified using Pareto chart and actions were taken to reduce the errors. Analysis was done by using one way annova and improvement was monitored by using control charts & Histogram. Within a period of 6 months( Nov.2009 to March 2010) sigma level improved from -1 sigma to +6 sigma. The changes made for the improvement are documented. The control level was sustained and monitored with XMR control chart.

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