Analyze Customer Complaint in Healthcare Using Root Cause Analysis Technique

• Main Author: SULONG, SURAINA
• Format: Final Year Project
• Language: English
• Published: Universiti Teknologi PETRONAS 2011
• Subjects: T Technology (General)
• Online Access: http://utpedia.utp.edu.my/10320/1/2011%20Bachelor%20-%20Analyze%20Customer%20Complaint%20In%20Healthcare%20Using%20Root%20Cause%20Analysis%20Technique.pdf; http://utpedia.utp.edu.my/10320/

This project is to presents an approach for applying Root Cause Analysis (RCA) in improving the healthcare service for the purpose of investigating of need for corrective action, and tracking and trending the services problems. For trending the organization will be able to determine how often a particular error occurs or how often a particular unit or department of the hospital involved. Root Cause Analysis should be performed as soon as possible after the error or variance occurs and should be involved by all parties, to avoid speculation that will dilute the facts. Otherwise the important details may be missed. The development and utility of the proposed methodology presented in this research is iiiustrated using both a hypothetical example and a real world application.