Study on Reconstruction of Fever Outpatient Intelligent Medicine Service Pattern Based on AHPDEMATEL and QFD

OBJECTIVE To guide the reengineering of intelligent medicine service model in fever clinic, based on the principle of quality function deployment(QFD), combined with the mixed model of analytic hierarchy process(AHP) and decision-making trial and evaluation laboratory(DEMATEL). METHODS The original demand data of patients were collected by questionnaire and calculated by AHP-DEMATEL method. Then peer competitive evaluation and quality planning were carried out to determine the final weight of patient demand. After that, patient demand was transformed into corresponding service quality characteristics, and the house of quality was constructed. Based on the results of the analysis, the reengineering plan was formulated and implemented. RESULTS After the implementation of the new model featuring self-help getting medicine and patients with shunt, the average time of taking medicine was shortened from 257 s to 102 s, and the average waiting time for injection was shortened from 945 s to 323 s. At the same time, the direct contact between pharmacists and patients was avoided, which greatly reduced the risk of cross-infection. On the other hand, the satisfaction of patients increased from 88.50% to 95.73%, and the satisfaction of pharmacists reached 99.26%. The satisfaction of medical staff reached 98.12%. The manpower cost of pharmacists decreased by 95.8%, the management time cost decreased by 81.8%, and the dispense accuracy increased to 100%. CONCLUSION AHP-DEMATEL and QFD methods can be used to determine the key quality characteristics that affect the high-quality intelligent pharmaceutical service, and provide the decision-making basis and improvement direction for the new model reengineering, so as to significantly improve the quality of pharmaceutical care and strengthen the pharmaceutical security for infection prevention and control.