Abstract
Turkey has experienced a substantial development in Total Quality Management (TQM), measurement, and monitoring of hospitals. Ministry of Health has developed the Quality Standards in Healthcare (QSH) in order to adapt to international quality standards of health care to the health care services as a result of long research and experience. This study aimed to determine the effects of QSH applied in a public hospital on the quality performance of the organization. The researchers used a performance measurement model to measure the impact of the recently developed QSH on the quality performance and organizational excellence of a 320-bed public hospital in a developing country. Successful applying of TQM in hospitals requires the involvement and commitment of all health care providers. The study was carried out in an attempt to explore the attitude of health care providers applying TQM practices on hospital performance in a general public hospital. We collected data from 302 healthcare providers. We used a structured questionnaire to collect data. The study was based on total quality management theory and Kanji's Business Excellence (KBEM) model. The study used a 10-point Likert-type scale. The Structural Equation Model (SEM) was used to test whether the data obtained from the participants supported the model. The variable mean scores and path coefficients were calculated. The data were collected in five different periods between July 2017 and January 2019. The results of the study showed that the average attitudes of nurses, physicians, and administrative staff about the factors of hospital quality performance differed from the attitudes of technical staff. The study results reflected some strong areas, notably leadership, customer/patient satisfaction, quality management process, measurement, and organizational excellence. The results indicated that the hospital organization was mainly based on institutional excellence, quality improvement and patient safety, leadership and management performance, patient satisfaction and institutional learning, corporate ethical performance. The results also identified opportunities for improvement in QSH standards for human resource management and the absence of standards that address existing issues in organizations with organizational structures.
 
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Highlights
Total quality management has been an imperative subject in health organizations in recent years
Total quality management (TQM) acting with an integrated management philosophy in health care organizations is gaining continuous improvement in inpatient treatment and care processes and reaching high quality and standards exceeding customer expectations
Health service providers, as well as those benefiting from health care providers, are the principal stakeholders who have the ability to evaluate the results of the applied quality standards
Summary
Total quality management has been an imperative subject in health organizations in recent years. International regulations and guidelines made by governments, customer expectations, and initiatives of health organizations have increased the interest in total quality practices. Total quality management (TQM) in health care organizations is to reorganize workflows of achieving the optimal health service quality, patient satisfaction, employee satisfaction, and overall performance results. TQM provides organizations with a framework for success through delight the customer. TQM acting with an integrated management philosophy in health care organizations is gaining continuous improvement in inpatient treatment and care processes and reaching high quality and standards exceeding customer expectations. It is possible to make sure the satisfaction of the patients and their relatives and the business satisfaction of the healthcare providers at optimum levels and to achieve organizational excellence, by constantly measuring organizational performance and evaluating the quality of health care services (Braithwaite et al, 2011; Ovretveit, 2002)
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