International Research Journal of Engineering and Technology (IRJET) e-ISSN: 2395-0056 Volume: 05 Issue: 04 | Apr-2018 www.irjet.net p-ISSN: 2395-0072 © 2018, IRJET | Impact Factor value: 6.171 | ISO 9001:2008 Certified Journal | Page 2022 Enhancing the Healthcare Service Using Quality Function Deployment and Database Management System in the Outpatient Department of a Government Hospital of Bangladesh Md. Ali Akram 1 , Md. Iqbal Mahmud 2 , Sk. Riad Bin Ashraf 3 , Dr. Samiul Awal 4 , Subrata Talapatra 5 1,2 Department of Industrial Engineering and Management, Khulna University of Engineering and Technology, Khulna, Bangladesh. 3 Department of Mechanical Engineering, Islamic University of Technology, Gazipur, Dhaka, Bangladesh. 4 Intern Doctor, Cumilla Medical College Hospital, Cumilla, Bangladesh 5 Assistant Professor, Department of Industrial Engineering and Management, Khulna University of Engineering and Technology, Khulna, Bangladesh. ---------------------------------------------------------------------***--------------------------------------------------------------------- Abstract: Purpose: In Bangladesh according to Directorate General of Health Services (DGHS) most of the people especially the rural individuals receive health care services from the outpatient departments of the Government hospitals. Patient satisfaction should be the most anticipated outcomes of health care system, and only an efficient utilisation of health service can provide that purpose. The objective of the study was to speculate upon a method for the improvement of healthcare service quality provided in the outpatient department of Government hospitals. Design/Methodology/Approach: Through the systematic random survey, 50 patients were selected and interviewed at exit point using face to face interview technique. Process analysis had been done, and QFD had been used to understand the requirements of the patients and to deploy their voices for the continuous improvement. The importance of service characteristics was calculated using QFD. A database management system (DBMS) has been developed to computerise the front office management which is user- friendly, simple, fast and more cost effective. Findings: Through process analysis inconsistencies and problems with the existing system had been identified. Process analysis had enlisted some corrective actions for improvement of the service quality of the outpatient department. By using QFD, the importance of service qualities had been identified. DBMS provides data which can be very useful to the health statisticians and hospital authorities to track different public health parameters and further service improvements. Mistakes done on calculators are dispensed out entirely by this method. It works with the assembly of patient’s info, diagnosis details etc. Practical implications: Our work describes the numerous opinions and suggestions of the patients that can undoubtedly improve the bondage between the receivers and providers of healthcare service. Customer response and feedback system have helped a lot to improve overall service quality and eventually convey greater end consumer gratification. Originality/value: We create a house of quality diagram to identify the importance of service qualities. Logical and entity relationship diagram was used to design and MySQL, PHP, HTML, CSS and JavaScript languages were used to create the database. Key Words: Outpatient Department, Process Analysis, Continuous Improvement, Quality Function Deployment, Database Management System. 1. INTRODUCTION By providing extensive health care facility, the hospital works as an incredibly multifaceted socio-economic methodical organization. The outpatient department (OPD) of a hospital, delivers analysis and upkeep for patients who do not require to stay overnight. The outpatient section is a dominant part of the total running of a clinic. It is usually combined with the in-patient facilities and operated by expert doctors and surgeons who furthermore attend patients in the wards. Many patients are inspected and provided treatment as outpatients previously being admitted to the hospital at a future period as inpatients. If discharged, they can attend the outpatient for additional treatment. [1-3] The outpatient facility is one of the most vital parts of management as an operative OPD can decrease the unnecessary patient burden in wards. [4] Quality Function Deployment (QFD) is a planned method to describe customer requirements and inferring them into defined strategies to produce products to encounter those wants. The "voice of the customer" is the word to define these stated and unstated consumer requirements. The term is apprehended in a diversity of methods: straight discussion or meetings, reviews, emphasis groups, customer conditions, surveillance, guarantee data, field reports, etc. Getting to know the customer needs is then abridged in a product improvement atmosphere. These conditions are used to interpret higher standard "what's" or desires into inferior level "how's" - product supplies or practical features to content these wishes. [5]