Development of a Collaborative Decision-Making Framework to Improve the Patients' Service Quality in the Intensive Care Unit

Healthcare is one of the biggest and complex service sectors, where the decision needs to be taken quickly, accurately and effectively. Especially service improvement decisions in Intensive Care Units (ICU) which are considered to be a predominant factor. In this study, a collaborative decision-making framework is developed to improve the Patients' Service Quality in the ICU including multiple stake-holders. The key criteria, alternatives that can advance the service quality in the ICU are identified from in-depth literature analysis. In this study, the best-worst method (BWM) is integrated with Multi-Actor Multi-Criteria Analysis (MAMCA) method to capture the stake-holder's opinion. This integrated framework allows stakeholder groups to participate in the decision-making process and to select an effective strategy to improve the patients' service quality. The result shows that hiring part-time physicians and medical staff, and hiring full-time physician and medical staff are the best solutions to improve the service quality in ICU based on physician and patient stake-holders, respectively.