An ergonomics-driven QFD model to improve medical laboratory staff and patient satisfaction

Abstract Patient satisfaction is an important and frequently used outcome measure for the quality of healthcare services. Any increase in patient satisfaction scores translates directly into an improved reputation, customer loyalty, profitability, and growth. This study investigates the effect of a well-designed work environment on medical laboratory employee satisfaction and in turn on patient satisfaction. The Quality Function Deployment methodology is used to translate the voice of patients into a set of critical to quality ergonomic aspects that are converted to prioritized and actionable ergonomic processes. By understanding the importance of ergonomic process elements of medical laboratory employee satisfaction and their effect on patient satisfaction level, it is possible to make informed decisions about the workplace elements that need to be considered for improvement. The results of this study highlight the role and responsibilities of healthcare execution managers in creating ergonomics-based organizational policies and strategies, leading to improved healthcare quality performance and financial results.