| Summary: | 博士 === 國立臺灣科技大學 === 工業管理系 === 100 === Population aging has become one of the major global health issues (WHO, 1999). The overall senior population in Taiwan has surpassed 10%, meeting the WHO definition of an aged society. In terms of aging rate, Taiwan ranks second among societies worldwide. This significant growth in elderly population also reflects the importance of the emergence and development of geriatric medical care. Given these demographic trends, hospitals should reconsider how to provide suitable outpatient service for elderly patients and create an aging-friendly environment. Through more than 40 years of application, QFD (Quality Function Deployment) has been proven to be an effective tool to shorten research-and-development cycles, reduce costs, and meet customer’s needs. HFMEA (Healthcare Failure Mode and Effects Analysis), first introduced by NCPS, is a method to improve medical care processes. There are pros and cons with each of these two methods, so an optimized modified version will be deployed by applying Kano’s model, Fuzzy theory and MCDM (Multi-Criteria Decision-Making). The research found that the key QRs (Quality Requirements) in order of importance were ‘Proper medical equipment for patients’, ‘Providing fast services to solve patients’ problems’, and ‘patient-centered service’. Also, the modes needing improvement were “The clinical examination is too brief,” “insufficient disclosure of possible complications from the treatment” and “Opinions and feelings of the patient and relatives are not respected.” Based on these findings, we conclude by recommending an operational model for geriatric outpatient service that we hope can also serve as a useful clinical reference.
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