Objective: To apply quality function deployment (QFD) methodology to identify clients' needs by relating complaints with perceived quality domains.
Setting: A hospital within the Public Health Service of Madrid.
Methods: Matrix analysis based on the QFD model was performed, using the surveys (1998-2002) conducted in the hospital with the Servqhos questionnaire and a sample of 363 complaints made in 2002. The complaints analyzed were selected using a non-probabilistic sampling method.
Results: QFD methodology was highly useful, allowing complaints to be related to the results of a perceived quality questionnaire and identification of the attributes with the greatest influence on patient satisfaction. It also allowed us to identify areas for improvement according to clients' needs.