Knowledge management model for quality improvement in the hemodialysis unit of a non-profit private hospital, Bangkok, Thailand

Abstract

Purpose: This study seeks to use a knowledge management (KM) model as a tool to improve the quality of service in a hemodialysis unit. Design/methodology/approach: A quasi-experimental, one group pre-test-post-test study was conducted over a period of ten months at a hemodialysis unit. All of the staff in the unit, and all of the patients who came for hemodialysis at the outpatient department during the study period, were invited to participate. Self-administered questionnaires were used to measure staff job satisfaction and patient satisfaction. SF-36v2 was used to assess patient quality of life (QoL). Wilcoxon's matched pairs test and paired t-test were used to compare staff job satisfaction, and patient satisfaction with service quality, before and after implementing KM. A within-subject repeated-measure analysis of variance (ANOVA) was used to assess changes in patient QoL. The chi-square test was used to compare rates of hemodialysis complications before and after implementing KM. Findings: After implementing KM, staff job satisfaction and patient satisfaction with services, increased significantly. Three QoL domains - role limitations due to physical and emotional problems, and vitality - at three and six months post-intervention applying KM to daily work, had improved significantly. Complications per hemodialysis episode had also reduced. Originality/value: The paper focuses on intervention that applied KM to staff providing care for patients with hemodialysis to improve care and outcomes. © Emerald Group Publishing Limited.