Effect of Quality Improvement in Medical Devices Preparation on IncreasingCustomers’ Satisfaction in Services of the Central Sterile Supply Department,Srinagarind Hospital, Faculty of Medicine, Khon Kaen University

Abstract

Background and Objective: Preparation of medical devices from CSSD for use in hospital services requires quality and readiness for use. A guideline for good practice is necessary for safety, assurance, and maximum customer satisfaction, and to accommodate effective healthcare services. The objective of this research is to improve and develop medical device preparation guidelines to satisfy clients.

Methods: This action research was based on the concepts of Kaizen and ECRS. The research was conducted in three phases, which were: 1) study, problem analysis and planning for improving the preparation of medical devices; improving the quality, planning for implementation of medical device preparation guidelines which the research team adapted and developed, adding inspection categories, training the staff members, holding focus group, improving cleaning processes and stock system; 3) improvement evaluation from (1) quality improvement of medical device preparation and (2)client satisfaction. The research took place from January to December 2019.

Results: The monthly percentages of medical equipment passing quality criteria before and after the implementation plan were 91.82±1.19% and 95.33±1.25% (p ≤ 0.005). Average client satisfaction score increased from 76.80% to 83.40% (p = 0.006).

Conclusion: The implementation of Kaizen and ECRS principles for quality improvement successfully increased the quality of equipment preparation, improved client satisfaction, and introduced standardized, quality guidelines.