An integrated approach for healthcare services risk assessment and quality enhancement
International Journal of Quality & Reliability Management
ISSN: 0265-671X
Article publication date: 25 November 2019
Issue publication date: 7 December 2020
Abstract
Purpose
The purpose of this paper is to introduce an integrated approach using failure modes and effects analysis (FMEA), multiple-criteria decision making (MCDM), mathematical modeling and quality function deployment (QFD) techniques, for risk assessment and service quality enhancement in coronary artery bypass grafting (CABG) as a treatment for cardiovascular diseases (CVDs).
Design/methodology/approach
First, the disruptions in the CABG process are identified and prioritized following FMEA instructions, using two MCDM techniques, called analytic hierarchy process (AHP) and TOPSIS. Consequently, several corrective activities are identified and weighted on the basis of QFD. Finally, a mathematical model is established to determine the most cost-effective activities for implementation. The approach is developed in a fuzzy environment to reflect the uncertainty and ambiguity of human reasoning.
Findings
Regarding the CABG process disruption, a total of 30 failure modes in four main categories were identified and prioritized. Moreover, eight corrective activities were devised and ranked according to their impact on the failure modes. Finally, considering a limited amount of budget, a sensitivity analysis on the mathematical model’s objective function indicated that using 30 percent of the total budget, required to implement all corrective activities, was enough to cover more than 70 percent of the effects of corrective activities on the failure modes.
Originality/value
This paper contributes to the quality risk assessment knowledge by introducing an integrated approach to evaluate and improve healthcare services quality. Also, the case study conducted on the CABG process has not been done by other related studies in the literature.
Keywords
Citation
Pourmadadkar, M., Beheshtinia, M.A. and Ghods, K. (2020), "An integrated approach for healthcare services risk assessment and quality enhancement", International Journal of Quality & Reliability Management, Vol. 37 No. 9/10, pp. 1183-1208. https://doi.org/10.1108/IJQRM-11-2018-0314
Publisher
:Emerald Publishing Limited
Copyright © 2019, Emerald Publishing Limited