Total Quality Management [TQM] in the Healthcare Industry – Challenges, Barriers and Implementation Developing a Framework for TQM Implementation in a Healthcare Setup
Science Journal of Public Health
Volume 4, Issue 4, July 2016, Pages: 271-278
Received: Jun. 1, 2016;
Published: Jun. 2, 2016
Views 20527 Downloads 1509
M. Balasubramanian, Hinduja Healthcare Surgical, Medical Superintendent, Department of Hospital Administration, Mumbai, India
Quality management has become an important issue in healthcare organizations (hospitals) during the last couple of decades. The increased attention to quality is due to governmental regulations, influence of customers, and hospital management initiatives. Apparently, there are many difficulties in managing healthcare organizations in a competitive marketplace with a little support from official bodies especially in a developing country like India. The purpose of this paper is to provide a framework for implementing the total quality management concept that is compatible with the local culture of India. The SERVQUAL model and its application can help the healthcare facility in achieving satisfaction on both ends - employees’ satisfaction and customer satisfaction. In healthcare organizations, the traditional Indian culture, leadership style, and the mentality of the medical professionals are somehow the barriers to the adoption of the TQM. The suggested integrated framework model of the TQM can be of great help to the healthcare organizations to move out of the barriers and successfully implementing TQM concepts and practices.
Total Quality Management [TQM] in the Healthcare Industry – Challenges, Barriers and Implementation Developing a Framework for TQM Implementation in a Healthcare Setup, Science Journal of Public Health.
Vol. 4, No. 4,
2016, pp. 271-278.
Alsharif B. F. T. 2008. Patient’s satisfaction with hospital services at Nablus district, west bank, Palestine. Unpublished master thesis.
Badri M. A., Attia S. and Ustadi A. M. 2009. Healthcare quality and moderators of patient satisfaction: testing for causality. International Journal of health care quality assurance.
Ching H., and F. Huarng (2002), “TQM adaption by hospitals in Taiwan”, Journal of Total Quality Management., Vol. 13, No. 4, 2002.
Conway, T. and S. Willcocks, (1997), “The role of expectations in healthcare quality”, International Journal of Healthcare Quality, Vol. 10, No. 3, 131-140.
Donabedian, A, (1989), “Institutional and professional responsibilities in quality assurance”, Quality Assurance in Healthcare, Vol. 1, 3-12.
Gorst, C. et. al. (1998), “Psychological squeal of torture and organized violence suffered by refugees from Iraq. Trauma-related factors compared with social factors in exile”, The British Journal of Psychiatry, 172: 90-94.
Kovner A. R. and Knickman J. R. 2008. Health care delivery in the United States, 9th edition, Springer Publishing Company. New York.
Laffel G, and. Blumenthal, (1989), “The case for using industrial quality management science in health care organizations”, JAMA, Nov 24; 262 (20): 2869-73.
Larrabee, J. H, and L. V. Bolden, (2001), “Defining patients perceived quality of nursing care”, Journal of Nursing Care Quality, Vol. 16, No. 1, pp. 65-75.
Lopresti, J, et. al. (1993), “Total Quality Management: Doing Things Right, Nursing Management”, January, Volume 24 - Issue 1, 7-76.
Lynn, M. R. et. al, “2007”, Understanding and measuring patients ‘assessment of the quality of nursing care”, Nursing Research, May/June, Vol. 56, No. 3, 159-166.
Naidu A. 2008. Factors affecting patient satisfaction and health care quality. International Journal of health care quality assurance
Newman, K., (2001), “The nurse retention, quality of care and patient satisfaction”, International Journal of Healthcare Quality Assurance, Vol. 4, No. 2, 57-68.
Overtveit, J., (2000), “Total quality management in European healthcare”, International Journal of Healthcare Quality Assurance, Vol. 13, No. 2, 74-90.
Overtveit, J., (1996), “medical participation on a leadership of quality program”, Journal of Management in Medicine, Vol. 10, No. 5, 21-28.
Parasurman, A, (1991), “SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality”, Journal of Retailing, Vol. 67.
Parasurman, A, and et. al., (1991), “Understanding customer expectations of service”, Sloan Management Review, Spring.
Plochg, T, et. al, (2005), “Intermediate care: for better or worse? Process evaluation of an intermediate care model between a university hospital and a residential home”, BMC Health Service Res., May 24; 5: 38.
William, A. S, and J. K. Johnson, (2013), “Mclaughlin and Kaluzny’s continuous quality improvement in healthcare”, 4th.ed. Jones & Bartlett Learning.
Whyte, J., & Witcher, B. (1992). The Adoption of Total Quality Management in Northern England. Durham: Durham University Business School.
Zandin, K. B. (2001). Maynard’s Industrial Engineering Handbook. Fifth Edition. New York, NY: McGraw-Hill.