TRIZ APPLICATION TO IMPROVE DIALYSIS CENTER SERVICE QUALITY

Medical service quality is associated with the patients’ health and satisfaction. How to enhance medical service quality and reinforce the patients’ satisfaction with medical service is the important issue in the modern medical industry. This study probes into hemodialysis (dialysis) patients’ satisfaction with dialysis center service quality with a view toward improving the service quality using the TRIZ inventive principle. This study surveyed customers at one Hemodialysis clinic in the Xindian District of New Taipei City in Taiwan as subjects. The subject’s satisfaction with service quality, the manner, friendliness, communication, comprehension, sympathy and precision of measurement were the higher dimensions. The inferior dimensions were physical aspect and waste of time. Using the TRIZ table and inventive principle, this study probes the improvement plans regarding environmental clinic, service, lighting and temperature, waiting time for service, medicine receiving time, environment, cleanness, comfort, convenience of parking and novelty of medical equipment to enhance dialysis center service quality.