Will the Transition from Standards to The Total Quality Management Occur in the Turkish Health Sector? A Case Review

Yıl 2017, Cilt: 7 Sayı: 1, 103 - 125, 29.06.2017

Neslihan Derin

Öz

In recent years, significant quality studies have been carried out
through standards in health services. When the historical development
of quality is considered, it is seen to consist of four stages, which are
“examination, quality control, quality assurance and total quality
management”. The quality assurance stage is the stage during which
the compliance with the determined standards is achieved, in other
words, it is the stage during which documentation is performed, and
it is also a step within the total quality management. There are many
hospitals in Turkey both receiving ISO 9000 Quality Management
System Certificates and achieving the compliance with the Service
Quality Standards created by the Ministry of Health. However, the
presence of the elements of the Total Quality Management (TQM)
in these hospitals and, as a result, the presence of a cultural change
in the field cannot be clearly stated.
In the light of the above-mentioned information, the problem
statement of our study is “To what extent the quality assurance
stage is a mediation stage in the transition to the total quality
management?” In order to find out the answer to this question in
the field, the perceptions regarding the implementation level of the total quality management elements of the staff at a university hospital
which has been within the certification process since 2008, which
has various ISO Management System Certificates and which has also
been making efforts to comply with the standards determined by
the Ministry of Health were questioned. According to the findings
obtained, the perceptions of the implementation levels of the total
quality management elements of the staff were concluded to be at a
moderate level in line with the results of this study and the observations
made at the Turkish healthcare institutions, despite the high level of
compliance with the standards in the Turkish Healthcare Sector why
the implementation level of the TQM elements has not developed in
this direction and why critical success factors regarding TQM have
not been achieved have been discussed.

Anahtar Kelimeler

Total Quality Management, Quality Assurance, Health Sector

Kaynakça

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