Διοίκηση Ολικής Ποιότητας στον τομέα της υγείας
Total Quality Management in the health sector
KeywordsΔιοίκηση oλικής ποιότητας ; Διασφάλιση ποιότητας ; Ποιότητα υπηρεσιών υγείας ; EFQM ; Ελλάδα
Τhe subject of this Master Thesis is the Total Quality Management in the Health Sector. Total Quality Management (TQM) in health services is a modern administrative philosophy designed to improve the quality and efficiency of the organization as a whole, with the involvement of employees at all levels. The concept of quality can be distinguished in technology, interpersonal quality and quality related to hotel infrastructure, focusing on patient satisfaction. Critical success factors to Total Quality Management in organizations for business excellence in a constant competitive environment are commitment of leadership, focusing on the health user, constant communication with employees, stimulation, encouragement and reward their education and scientific training, the continuous improvement of the quality of the services provided, the interdependent relations with the suppliers, the active participation of the workers, the creation of representative setting objectives and rating the yields, the continuous evaluation of the result and the ongoing review and finally the revision of the program procedures. The TQM helps to improve the quality of health services to foster team spirit and to work together with health and health professionals with the ultimate goal of satisfying everyone. TQM is a purely man-centered theory of organization and administration. A comprehensive effort is needed to approach quality improvement by leadership and its introduction into employee culture. As I mentioned above, as the quality concept focuses on patient satisfaction, the main method of assessing and updating the system for measuring the quality of services is to record hospital patients’ views through structured questionnaires. This recording is deemed necessary and unavoidable nowadays.