scholarly journals IMPLEMENTATION OF TOTAL QUALITY MANAGEMENT: THE EFFECT ON PATIENT SAFETY CULTURE, SERVICE QUALITY, AND ITS IMPACT ON PATIENT SATISFACTION AND PRIVATE HOSPITAL PERFORMANCE IN MANADO CITY

2021 ◽  
Vol 9 (7) ◽  
pp. 44-58
Author(s):  
Jessy Jousina Pondaag ◽  
Paulus Kindangen ◽  
Hendra N. Tawas ◽  
Jacky Sigfried Beatrix Sumarauw
Keyword(s):  
Patient Safety ◽  
Patient Satisfaction ◽  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Safety Culture ◽  
Patient Safety Culture ◽  
Hospital Performance ◽  
Research Approach ◽  
Total Quality

The purpose of this research is to determine the effect of implementation of Total Quality Management (TQM) on patient safety culture, service quality, patient satisfaction, and hospital performance. This research conducted in private hospitals in Manado City which are: GMIM Pancaran Kasih Hospital, Advent Hospital, Sitti Maryam Hospital, and Siloam Hospital. The research approach used in this research is quantitative approach. The population in this research is the inpatients. Data collection technique conducted by questionnaires, documentation and observation. The sampling technique used in this research is saturated sampling (census). Data analysis conducted by using path analysis with the using SPSS ver. 25. The result of this research shows that the implementation of Total Quality Management impacted positively significantly on patient safety culture, the implementation of Total Quality Management impacted positively significantly on hospital service quality, the implementation of Total Quality Management impacted insignificantly on patient satisfaction, the implementation of Total Quality Management impacted positively significantly on hospital performance, Patient Safety Culture impacted positively significantly on patient satisfaction, Patient Safety Culture impacted positively significantly on hospital performance, Service Quality impacted positively significantly on hospital performance, Hospital Performance impacted positively significantly on hospital performance, and Patient Satisfaction impacted positively significantly on hospital performance.

scholarly journals Total quality management tools and techniques for improving service quality and client satisfaction in the healthcare environment: A qualitative systematic review

2022 ◽  
Vol 131 ◽  
pp. 02009
Author(s):  
Dana Grossu-Leibovica ◽  
Henrijs Kalkis
Keyword(s):  
Patient Satisfaction ◽  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Client Satisfaction ◽  
Total Quality ◽  
Healthcare Organizations ◽  
Management Tools ◽  
Healthcare Settings ◽  
Improve Service Quality

The aim of the given research is to analyse total quality management tools for improving service quality and client satisfaction in healthcare settings through a systematic qualitative review. Data was collected through the web of sciences (WOS), Scopus, EBSCO, PubMed, and Medline. Initially, we found 573 articles from all the sources, but after eliminating the non-relevant articles, only 24 usable articles were finalized. Furthermore, 12 articles were purely related to TQM, service quality, and client satisfaction. This study concludes that TQM practices and tools improve service quality and client satisfaction in healthcare organizations. This study provides excellent managerial and practical insights. Managers should implement the TQM tools to improve service quality and client satisfaction. This way, customer satisfaction is enhanced, and patient satisfaction is improved, leading to high operational and overall performance. This study also reveals a need for further studies to clarify the role of TQM tools on service quality and patient satisfaction.

scholarly journals Examination of the relationship between management and clinician agreement on communication openness, teamwork, and patient satisfaction in the US hospitals

2016 ◽  
Vol 5 (4) ◽  
pp. 20
Author(s):  
Olena Mazurenko ◽  
Jason Richter ◽  
Abby Swanson-Kazley ◽  
Eric Ford
Keyword(s):  
Patient Safety ◽  
Patient Satisfaction ◽  
Safety Culture ◽  
Healthcare Providers ◽  
Patient Safety Culture ◽  
Data Sets ◽  
Cross Sectional ◽  
Communication Openness ◽  
Cross Sectional Design ◽  
Willingness To Recommend

Background: Patient satisfaction has always been an area of focus for hospitals, but gained particular importance due to the changes in the Centers for Medicare and Medicaid reimbursement policies. Hospital managers and clinicians interact with patients in different ways and have different perspectives on safety culture, yet little is known about how that impacts patient satisfaction.Objective: To examine how the agreement between clinicians and management perspectives on patient safety culture is related to patient satisfaction by employing cross-sectional design with linear regressions.Methods: Two data sets were used: 2012 Hospital Survey on Patient Safety Culture and 2012 Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS). The dependent variables were: overall rating of the hospital experience and willingness to recommend a hospital. The independent variables were four safety culture domains: communication openness, feedback, and communication about errors, teamwork within units, and teamwork between units.Results: The results suggest that manager and clinician agreement on high levels of communication openness, feedback and communication about errors, teamwork between units, and teamwork across units were positively and significantly associated with overall patient satisfaction and willingness to recommend. Additionally, more favorable perceptions about patient safety culture by only clinicians yielded similar findings.Conclusions: For policymakers, measuring managers and clinicians’ perceptions on patient safety culture may provide a valuable indicator of patient satisfaction throughout the country. While managers are more likely to have the power to devote resources to patient safety initiatives, they may not adequately judge culture in their unit and should take into account the perspectives of clinicians who have a more frontline perspective.

scholarly journals Influence of Total Quality Management on Students’ Academic Achievement in Public Secondary schools in Ifakara Town Council

2021 ◽  
Vol 3 (1) ◽  
pp. 158-171
Author(s):  
Joy Kakingo ◽  
Chrispina Lekule
Keyword(s):  
Academic Achievement ◽  
Quality Management ◽  
Secondary Schools ◽  
Total Quality Management ◽  
Management Approach ◽  
Educational Goals ◽  
Research Approach ◽  
Total Quality ◽  
Town Council ◽  
Educational Stakeholders

The issue of quality education has become one of the major concerns among government leaders, policymakers and various educational stakeholders. Yet, the application and usefulness of Total Quality Management (TQM) in public secondary schools in Tanzania has remained vague and at times problematic. This study examined the benefits of implementing TQM for the improvement of students’ academic achievement in public secondary schools. For the purpose of this study, Total Quality Management refers to a management approach in which the school's departments, resources and activities are deliberately organized to improve quality and achieve pre-determined educational goals. In conducting this study, a mixed research approach with the convergent parallel design was adopted. Data was collected through interviews and open-ended questionnaires involving 112 respondents from four public secondary schools in Ifakara Town Council, Morogoro, Tanzania. The findings indicate that TQM improves classroom instruction, contributes to employees’ continuous improvement and promotes teamwork among organization departments. Likewise, the findings indicate that TQM enhances good leadership and encourages goal setting in the organization which leads to students’ academic achievement. The paper concludes with recommendations on the interventions to be adopted as a means of promoting the effectual implementation of TQM in public secondary schools. Heads of schools as key implementers of TQM are encouraged by this study to utilize the available resources to promote quality services as well as establishing a model for TQM implementation for students’ academic achievement

A Total Quality Management Research on the Portman Ritz Carlton Shanghai

2014 ◽  
Vol 687-691 ◽  
pp. 4582-4587
Author(s):  
Si Yu Peng
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Hospitality Industry ◽  
Business Management ◽  
Quality Service ◽  
Total Quality ◽  
Customer Expectations ◽  
Customer Delight ◽  
High Quality Service

In the hospitality industry, customers are seen as the key driving a business’s survival and success. The industry is therefore highly competitive and much more aware of the provision of quality service to meet customer expectations. Since hotel businesses are providing similar superior facilities among competitors in the market, service quality has been considered as the first priority and essential part of the organisational culture, making today’s businesses more concerned with delighting their customers than simply satisfying them [1]. Consequently, Total Quality Management (TQM) is becoming a widely used business management strategy within the hospitality industry. The intent of this essay focuses on the issue of service quality with the selected hotel - The Portman Ritz Carlton, Shanghai. It will first introduce TQM theory and then discuss how the approach helps to generate and maintain high quality service to achieve “customer delight”.

Improving service operations: linking safety culture to hospital performance

2017 ◽  
Vol 28 (1) ◽  
pp. 57-84 ◽  
Author(s):  
Gregory N. Stock ◽  
Kathleen L. McFadden
Keyword(s):  
Patient Safety ◽  
Performance Measures ◽  
Safety Culture ◽  
Linear Regression Analysis ◽  
Patient Safety Culture ◽  
Hospital Performance ◽  
Data Set ◽  
Content Type ◽  
Objective Performance ◽  
Objective Performance Measures

Purpose The purpose of this paper is to examine the relationship between patient safety culture and hospital performance using objective performance measures and secondary data on patient safety culture. Design/methodology/approach Patient safety culture is measured using data from the Agency for Healthcare Research and Quality’s Hospital Survey on Patient Safety Culture. Hospital performance is measured using objective patient safety and operational performance metrics collected by the Centers for Medicare and Medicaid Services (CMS). Control variables were obtained from the CMS Provider of Service database. The merged data included 154 US hospitals, with an average of 848 respondents per hospital providing culture data. Hierarchical linear regression analysis is used to test the proposed relationships. Findings The findings indicate that patient safety culture is positively associated with patient safety, process quality and patient satisfaction. Practical implications Hospital managers should focus on building a stronger patient safety culture due to its positive relationship with hospital performance. Originality/value This is the first study to test these relationships using several objective performance measures and a comprehensive patient safety culture data set that includes a substantial number of respondents per hospital. The study contributes to the literature by explicitly mapping high-reliability organization (HRO) theory to patient safety culture, thereby illustrating how HRO theory can be applied to safety culture in the hospital operations context.

Barriers to the Success of Total Quality Management Implementation in Vietnam's Textile and Garment Companies

2019 ◽  
Vol 10 (3) ◽  
pp. 57-73
Author(s):  
Emmanuel (Manos) Kalargiros ◽  
Cindy Strickler ◽  
Long Pham ◽  
Thomas DeNardin ◽  
Tatyana N Coomer
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Future Research ◽  
Total Quality ◽  
Research Directions ◽  
The World ◽  
Managerial Implications ◽  
Future Research Directions ◽  
The Common

Vietnam is classified as one of the five largest textile and garment exporters in the world. With its ambition to engage more effectively in the global textile and garment supply chains, Vietnam's textile and garment enterprises have been implementing total quality management (TQM) programs in order to improve their product and service quality. However, many of Vietnam's textile and garment enterprises are facing barriers to successful TQM implementation. The objective of this study is to empirically examine these barriers to TQM faced by Vietnam's textile and garment enterprises and to compare the results with previous studies conducted with U.S. and Mexican businesses. The results of this study indicate five barriers to Vietnam's textile and garment enterprises' successful TQM implementation. Among these five barriers, the common barrier shared by Vietnamese, US and Mexican businesses is that employees are resistant to change. Managerial implications and future research directions are discussed.

scholarly journals Effects of Patient Safety Culture on Patient Satisfaction With Radiological Services in Nigerian Radiodiagnostic Practice

2018 ◽  
Vol 5 (4) ◽  
pp. 267-271 ◽  
Author(s):  
Chioma Henrietta Okafor ◽  
Anthony C Ugwu ◽  
Ime Edet Okon
Keyword(s):  
Patient Safety ◽  
Patient Satisfaction ◽  
Safety Culture ◽  
Positive Response ◽  
Health Workers ◽  
Care Delivery ◽  
Simple Random Sampling ◽  
Patient Safety Culture ◽  
Patient Satisfaction Questionnaire

Introduction: Patient safety culture is believed to be the first step toward improvement in quality of health-care delivery which will impact patient satisfaction. Objective: To assess the effect of patient safety culture on patient satisfaction in radiodiagnostic practice. Method: Two validated questionnaires via Hospital Survey on Patient Safety Culture by Agency of Health Research and Quality and patient satisfaction questionnaire by Hays were administered to radiodiagnostic staff and patients who came for diagnostic care, respectively. These questionnaires were based on 5-point Likert scale. Questionnaires on patient safety culture and patient satisfaction were administered to 80 radiology health workers and 376 patients of radiology, respectively. Simple random sampling was used to enlist the participants for patient satisfaction while a population study was carried out to enlist patient safety culture participants. Data were analyzed using SPSS version 17. Results: Response rate for patient safety culture questionnaires was 94.6%, while that of patient satisfaction was 62.8%. Among the survey items of patient safety, teamwork has the highest positive response of 76.5%, while staffing has the least, 30%. Overall patient safety culture was 53.7%. The survey item with highest positive response in patient satisfaction survey was patient-provider relationship (80%), while service cost-effectiveness has the least of 59%. Overall patient satisfaction with radiological services was 72.6%. There is no correlation between patient safety culture and patient satisfaction. Conclusion: Even though there is an excellent level of patient satisfaction in this study, it is not related to the practice of patient safety culture in radiodiagnostic unit.

scholarly journals Jurnal Manajemen Bisnis Dan Kewirausahaan

2019 ◽  
Vol 3 (3) ◽  
Author(s):  
Magister Manajemen
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Brand Loyalty ◽  
Word Of Mouth ◽  
Brand Image ◽  
Mobile Banking ◽  
Total Quality

  JURNAL MANAJEMEN BISNISDAN KEWIRAUSAHAAN   Volume 3/No.3/Mei /2019                                                          e-ISSN 2598-0289  Terbit enam kali dalam setahun. Berisi tulisan yang diangkat dari hasil penelitian di bidang Ilmu Manajemen dan Kewirausahaan.   Ketua Dewan PenyuntingProf. Ir. Carunia Mulya Firdausy, MA, Ph.D – Universitas Tarumanagara  Wakil Ketua Dewan PenyuntingDr. Eko Harry Susanto – Universitas Tarumanagara  Anggota Dewan Penyunting Dr. Ir. Agus Zainul Arifin, MM – Universitas TarumanagaraDr. Eddy Supriyatna MZ, M.HUM – Universitas TarumanagaraDr. Anas Lutfi, MM, MKN – Universitas IndonesiaDr. Hardius Usman, M.Si – Universitas IndonesiaDr. Indra Widjaja, SE, MM – Universitas TarumanagaraDr. Hetty Karunia Tunjung Sari – Universitas Tarumanagara   SekretariatMaria Benedicta, SEStephanie Pane, SE, MM    Alamat Penyunting dan Tata Usaha: Program Studi MM Untar, Kampus 1, Gedung Utama, Lantai 14, Jl. Let. Jen. S. Parman No. 1 Grogol, Jakarta 11440. Telp. (62-21) 5655806 dan Fax. (62-21) 5655808. Email: [email protected]       JURNAL MANAJEMEN BISNIS & KEWIRAUSAHAAN        Mei 2019, Volume  3, No 3                                                                     e-ISSN 2598-0289Halaman 1-112  Pengaruh Kredibilitas, Reputasi, Dan Kemampuan Persuasif Food BloggersTerhadap Intensi Konsumen Dalam Memilih Sebuah RestoranMelly Audina                                                                                                                                                                        01-07 Analisis Pengaruh Car, Npl, Nim, Bopo Dan Ldr Terhadap Roe PadaBank Umum Swasta Nasional Devisa Di IndonesiaMonica                                                                                                                                                                                   08-17 Pengaruh Kualitas Pelayanan, Reputasi Perusahaan, Dan Kepuasaan NasabahDalam Menciptakan Loyalitas Nasabah Pada Penggunaan Mobile Banking Di Pt Bank XyzOctario Edo Setyawan Dan Anas Lutfi                                                                                                                            18-23 Faktor Determinan Inormasi Pengguna Mobile Banking Bank XyzAdi Purnama Dan Carunia M. Firdausy                                                                                                                          24-31 Pengukuran Kinerja Perusahaan Pada Pt. Yyy Dengan MenggunakanMetode Balanced ScorecardRichardson Harjanto Nurdin                                                                                                                                              32-38 Pengaruh Service Quality, Brand Image Terhadap Brand Loyalty DenganBrand Trust Sebagai Mediasi Sammy Natanael                                                                                                                                                 39-45 Pengaruh Inflasi, Suku Bunga As, Harga Emas, Harga Minyak Bumi, Inflasi AsDan Kurs Rupiah Terhadap Indeks Sektoral Di IndonesiaSylvin Antonius                                                                                                                                                                    46-53 Analisis Pengaruh Faktor –Faktor Total Quality Management (Tqm)Terhadap Kinerja Perusahaan  Pt XyzVania Novianty                                                                                                                                                                    54-61 Analisis Strategi Bisnis Pada Pt. Galleon Cahaya Investama UntukMeningkatkan Daya Saing Dalam Persaingan Di PasarYakobus Luke                                                                                                                                                                      62-67 Analisis Pengawasan Serta Pengaruh Kawasan Berikat Terhadap Arus Kas, Beban PajakDan Aktivitas Ekspor Pt.XyzDeby Valentina                                                                                                                                                                    68-73 Pengaruh Brand Loyalty, Word Of Mouth, Dan Celebrity EndorsementTerhadap Repurchase IntentionLeonardo Charles Ferdinands                                                                                                                                            74-79 Pengaruh Orientasi Pasar Terhadap Kinerja Perusahaan Dengan Komitmen OrganisasiDan Kemampuan Pemasaran Sebagai Variabel Mediasi(Studi Empiris Pada Perusahaan Sektor Ritel Di Dki Jakarta)Ongky Alex Sander                                                                                                                                                              80-89 Pengajuan Artikel Jurnal Analisis Pengembangan Bisnis Kafe District Resto & BarUntuk Meningkatkan Daya SaingTommy Halim Wijaya Dan Eko Harry Susanto                                                                                                              90-95 Pengaruh Profitabilitas, Board Gender, Dan Likuiditas Terhadap Nilai PerusahaanDengan Kebijakan Dividen Sebagai Variabel Moderasi(Studi Empiris Pada Perusahaan Manufaktur Yang Bergerak DibidangConsumer Goods Yang Terdaftar Di Bei Periode 2011-2016)Elisabeth Octavia Kamal Dan Indra Widjaja                                                                                                96-103 Faktor-Faktor Yang Mempengaruhi Return Saham Perusahaan Pertambangan BatubaraDi Bei Periode 2008-2015Rafail Widarko Dan Carunia Mulya Firdausy                                                                                                 104-112     

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