Abstract
The study aimed to know the opinion of nurses in relation to the Quality Management implemented in a hospital service. This is an exploratory and descriptive study carried out with a sample of 17 individuals. The main results, among the 14 principles of quality, reveal that the seventh principle 'adopt and institute leadership' received the highest score. On the other hand, the lowest scored principle was the third: 'cease the dependency of mass inspection'. The obtained results, coupled with theoretical knowledge on the subject and professional experience on the management of nursing services, lead us to the conclusion that nurses consider Total Quality a practical philosophy to be implemented in the services under their responsibility and accept the challenge of overcoming barriers related to tradition, going from discourse to practice.
Highlights
Organizations in several sectors are increasingly concerned with the quality of their services or goods
One of the pioneers in Total Quality Management (TQM) stresses that quality consists of meeting the needs of clients for a price they can afford
To highlight that the assessment criteria for nursing services identified in this study mainly focus on structure and organizational processes instead of institutional results
Summary
Organizations in several sectors are increasingly concerned with the quality of their services or goods. In this context, the health sector is certainly growing because of its increasing influence on the economy of several countries and because its clientele has increasingly demanded quality in the satisfaction of its health needs. One of the pioneers in Total Quality Management (TQM) stresses that quality consists of meeting the needs of clients for a price they can afford. He adds that all people in an organization should do what they can, they should know what to do(1)
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