Purpose This study aims to measure medication errors rates in a tertiary care hospital and recommends Quality Function Deployment (QFD) framework on the lines of socio-technological systems theory as an intervention in converting voice of customers (VoC), i.e. healthcare workers into technological improvements in the existing hospital’s electronic medical record (EMR) system using them to reduce medication errors. Design/methodology/approach Using observational data and error reporting documents this cross-sectional study was carried out in Punjab state of India for a period of three months. Medication errors were categorized into prescription, documentation, administration, monitoring, indenting, dispensing and transcription errors. The QFD framework divided in four steps was applied to convert VoC into with technical Features in the EMR system. Findings Prescription errors were the most common (61%), followed by documentation (17%), administration (9%) and monitoring errors (7%). Less frequent but significant errors included indenting, dispensing and transcription. The study identified automated error alerts, standardized ordering processes and dropdown medication lists as high-priority EMR features capable of reducing medication errors. Training modules for nurses were also deemed essential. Practical implications EMR-based interventions, supported by user-centered training, can meaningfully reduce medication errors and strengthen clinician trust in digital systems. Ensuring regular updates and managing false alerts remain critical for sustained EMR adoption. The study highlights QFD as a strategic link between patient-safety science and health-IT implementation, with the potential to enhance patient trust, reinforce safety as a competitive differentiator and contribute to a stronger hospital brand reputation. Originality/value This study uniquely applies the QFD framework to link healthcare provider needs with EMR design features, emphasizing technical and human-centered strategies for reducing medication error in an Indian hospital context.
Singh et al. (Fri,) studied this question.