Table 3 Voice of customer
Voice of customer | CCRs (Critical Customer Requirements) | CTQs (Critical To Quality) | Targets |
|---|---|---|---|
Physician’s writing on the doctor’s order form is difficult to read | Poor hand writing | Write orders legibly | Percentage of orders that are illegible is less than 15% |
Nurses confuse between two drugs with similar names | Use Unapproved abbreviations | Write medication orders that can be accurately interpreted | Percentage of orders that contain “non-approved” abbreviations is less than 15% |
Medication labels/packaging are damaged | Wrong drug | The Right Drug | Getting the Right Drug Every Time! |
Medication is administered by a route that is different from the one ordered. | Wrong Route | The Right Route | Getting the Right Route Every Time! |
Physician prescribes the wrong dose | Wrong dose | The Right Dose | Getting the Right Dose Every Time! |
Nurse miscalculates the dose | Wrong dose error | The Right Dose | Getting the Right Dose Every Time! |
A medication was given to the incorrect patient due to failure to properly identify patient or order. | wrong patient | Right patient | Getting the Right Patient Every Time! |
The administration of a dose for more than 30 min before or after the scheduled time of administration in the absence of an acceptable reason. | Wrong time error | The Right Time | Getting the Right Time Every Time! |