Developing a total quality management model for the health care institutions

Other Title(s)

تطوير نموذج لتطبيق إدارة الجودة الشاملة في مؤسسات الرعاية الطبية : دراسة تطبيقية في مستشفى المركز العربي الطبي

Dissertant

Quiblawi, Mayada Jamil

Thesis advisor

al-Ali, Abd al-Sattar Muhammad

Comitee Members

Jawad, Shawqi Naji
al-Marsoumi, Majbal Dawud

University

Amman Arab University

Faculty

College of Business

Department

Department of Management and Business Administration

University Country

Jordan

Degree

Master

Degree Date

2005

English Abstract

-In recent years the health care industry in Jordan witnessed some dramatic changes that created both various opportunities and difficulties.

Severe problems like the increase in operating costs and internal and external competition together with the formal regulations that is tending to enhance the quality of medical care service provided local patients and patients from other countries particularly Arab countries seen as persisting issues.

Thus, the most critical concern to hospitals recently is finding proper remedies to solve the above mentioned problems.

Some hospitals have employed ISO 9001 series of procedures as a solution; but this had only little impact and helped partially in solving minor problems.

Thus another path has to be followed a one that have answers for deeper problems and that can satisfy the customers and cut costs … etc.

Total quality management (TQM) is a management system which has been attracting the attention of the world during the last decade.

This system is designed as an integrated, customer-focused approach to improve the quality of an organization’s processes, products, and services.

Despite the numerous attempts to incorporate TQM in organizations relatively little is known about the effectiveness and optimal implementation strategies.

Locally few systematic studies have been carried out to evaluate TQM empirically within the health care sector, despite the fact that a huge number of researches took place in the industrial sector and some other fields related to the services sector like communication, banking and hotels.

Yet little theory exists to guide TQM implementation in health care institutions.

The overall purpose of this study is to provide a better conceptual basis on which to incorporate TQM into health care organization and to guide future research efforts.

However, the implementation of TQM is a very costly task, which is a real problem for small and medium -sized hospitals.

This fact has promoted the idea to build a simple, logical and quick total quality model which can be easily adjusted.

The model presented in this study was prepared on the basis of existing conditions.

Yet, designed to help health care institutions implement TQM system, top management to start changing the present situation, it makes clear to managers what is supposed to be done in order to carry their institution away from the traditional methods toward the new approach of TQM.

Nevertheless, it is important to note that the model was not tested yet, thus it remains theoretical.

While the research was conducted, the following assumptions proved themselves to be true.

The Center applies almost none of the TQM principles yet it has a good reputation among other health care institutions.

Patients know little about their rights, job satisfaction among both physicians and nurses is not that strong.

Training programs are limited to periodic needs, innovation and creativity are very limited, processes are carried on routine basis, and strategic planning could not be traced.

Main Subjects

Business Administration
Public Health

Topics

• Management
• Medical care
• Hospitals
• Jordan
• Quality assurance
• Total quality management

No. of Pages

201

Table of Contents

• APA
• MLA
• AMA

Language

English

Data Type

Arab Theses

Record ID

BIM-553002