| Abstract: |
to study key dimensions of TQM in Zagazig University Hospitals, prioterize highpriority problems facing TQM and analyze their root causes and design a program forimprovement.Design: This is descriptive field evaluation study to assess key dimensions of total qualitymanagement including patients’ satisfaction in Zagazig University Hospitals.Methods: data was collected through 1-Indepth interview with general manager, the managerof emergency and intensive care units, nurse director and with medical staff 2- ObservationalChecklist for assessing key dimensions of total quality management 3-A structured interviewquestionnaire was carried out on 272 patients from inpatients, emergency and outpatients’clinics of Internal Medicine Department, then Pareto analysis for causes of dissatisfaction wasdone. from all these collected data we did SWOT analysis of management system in ZagazigUniversity Hospital, cause and effect diagram (fish bone) and flow chart.Results: as regard patients’ satisfaction survey. More than 79% of the patients were satisfiedwith doctor performance, nurse performance, health care environment and administrativeservices but 58.6% were not satisfied with ticket price, and 34.5% were not satisfied with drugavailability. The satisfaction level increased among inpatient, middle age group (36-60yearsold), illiterate, rural residents and those from near areas to hospitals. As regard results ofindpth interview and observational checklists to assess key dimensions of TQM. There wereenvironmental defects, equipment defects, management defects, medical personnel defects,medical records defects, policies and procedures defects. Recommendations: Conducting ahealth care program for implementation of Total Quality Management in Zagazig UniversityHospitals
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