| ABSTRACT |
Maintaining effective processes in vital patient service areas including admissions, discharge, and mortuary department is becoming a challenge for hospitals. Longer wait times, inadequate communication, and lower-quality care can result from inefficiencies in these areas. By combining modeling techniques with healthcare management and health communication initiatives, this study seeks to improve hospital workflow efficiency. Hospitals recognized by the Malaysian Society for Quality in Health (MSQH) is the focus of a conceptual framework that was created utilizing a literature-based approach. Capacity Management, Workforce Allocation, Patient Flow Waiting Time, Medical Communication, and Interdepartmental Communication are the six independent variables in this study in relation to the dependent variable, Workflow Efficiency. The study uses the Kano Model for expectation analysis, Kansei Engineering for emotional experience, both of which used in the pairwise questionnaire, thus, the input gathered are then used in Quality Function Deployment (QFD) to convert findings into practical enhancements, to examine and optimize the interrelationships among these variables. The integrated modeling framework offers a methodical way to find inefficiencies and creates room for Continuous Quality Improvement (CQI), which will result in optimum efficiency. According to preliminary results, hospitals can greatly increase staff performance and patient happiness, decrease needless delays, and improve coordination by implementing these tools. This study combines various key criteria and perspective of patients with healthcare management to provide a new, systems-based approach to hospital efficiency. In high-demand hospital settings, the framework helps decision-makers create focused interventions that are sustainable and responsive.
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