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"resumen" => "<span class="elsevierStyleSectionTitle">Objetivo</span><p id="spar0005" class="elsevierStyleSimplePara elsevierViewall">Aplicar la metodología Quality Function Deployment (QFD) para identificar los requerimientos y necesidades de los clientes mediante la relación de las reclamaciones con las dimensiones del cuestionario de calidad percibida utilizado en el centro.</p> <span class="elsevierStyleSectionTitle">!Ámbito</span><p id="spar0010" class="elsevierStyleSimplePara elsevierViewall">Hospital del Servicio Madrileño de Salud.</p> <span class="elsevierStyleSectionTitle">Métodos</span><p id="spar0015" class="elsevierStyleSimplePara elsevierViewall">Análisis matricial basado en el modelo QFD mediante la utilización como herramientas de las encuestas realizadas con el cuestionario Servqhos (1998-2002) y una muestra de 363 reclamaciones correspondientes a 2002. La muestra de reclamaciones fue seleccionada mediante la aplicación de un muestreo no probabilístico.</p> <span class="elsevierStyleSectionTitle">Resultados</span><p id="spar0020" class="elsevierStyleSimplePara elsevierViewall">La metodología QFD ha resultado de gran utilidad: permitió relacionar las reclamaciones y los resultados del cuestionario de calidad percibida e identificar los atributos con una mayor influencia en el nivel de satisfacción del paciente. Asimismo, ha permitido identificar áreas de mejora para orientar nuestra estrategia hacia los requisitos del cliente.</p>"
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"resumen" => "<span class="elsevierStyleSectionTitle">Objective</span><p id="spar0025" class="elsevierStyleSimplePara elsevierViewall">To apply quality function deployment (QFD) methodology to identify clients’ needs by relating complaints with perceived quality domains.</p> <span class="elsevierStyleSectionTitle">Setting</span><p id="spar0030" class="elsevierStyleSimplePara elsevierViewall">A hospital within the Public Health Service of Madrid.</p> <span class="elsevierStyleSectionTitle">Methods</span><p id="spar0035" class="elsevierStyleSimplePara elsevierViewall">Matrix analysis based on the QFD model was performed, using the surveys (1998-2002) conducted in the hospital with the Servqhos questionnaire and a sample of 363 complaints made in 2002. The complaints analyzed were selected using a non-probabilistic sampling method.</p> <span class="elsevierStyleSectionTitle">Results</span><p id="spar0040" class="elsevierStyleSimplePara elsevierViewall">QFD methodology was highly useful, allowing complaints to be related to the results of a perceived quality questionnaire and identification of the attributes with the greatest influence on patient satisfaction. It also allowed us to identify areas for improvement according to clients’ needs.</p>"
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