SUNConferences, SAIIE NeXXXt

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A Patient-Centric Six-Sigma Decision Support Framework for Continuous Quality Improvement in Clinics
Sanelisiwe Hlongwane, Chipo Ngongoni, Sara S (Saartjie) Grobbelaar

Last modified: 2019-08-29


The patient focus is an important dimension of Quality Management, which is also the perspective adopted in this article to improve the service quality in healthcare facilities.  To this end, the article firstly provides an overview of what quality means and how it is managed in the context of clinics in South Africa. It outlines the gaps in how well quality is managed in these facilities from a patient perspective. The paper proposes a decision support tool aimed at continuous improvement of quality in clinics. The tool was developed using the Six Sigma methodology complemented by supporting service quality assessment instruments. The structure of the tool provides an integrated systematic approach that can assist the decision maker in tracking the continuous improvement of processes and activities in clinics. The tool also makes the first step towards digitising a typically paper-based system.