Healthcare professionals’ perception and related factors about total quality management

Abstract

Quality defied as extent of features of any product or service to meet expectations of consumers enjoying such product or service. Although it was a concept fist emerged in manufacturing industry, today, it has become an important competitive factor for service institutions as well. Total Quality Management approach is drawing more and more interest as international borders start to fade out in parallel with globalization and increasing competition. Total Quality Management is a management style that aims to meet customer expectations fully by adopting the prevention focused approach and placing the human element at the heart of all activities to achieve this goal. This study aims to present a compilation of healthcare professionals (n=150) working in Istanbul, Ankara, Diyarbakır, Erzurum and identify factors associated with opinions on the Total Quality Management. A questionnaire was used for measuring perception about the Total Quality Management. Healthcare professionals working in Istanbul and Ankara have a stronger confience that the Total Quality Management will be a helpful management tool in raising quality level of services offered by hospitals and regards quality a responsibility shared by all, compared to those working in Erzurum and Diyarbakır. The study is planned to be further extended to different provinces in order to compare perceptions of healthcare professionals by provinces.