Sağlık Kurumları İşletmelerinde Toplam Kalite Yönetimi ve Sağlık Hizmet Kalitesi Algılarının Çalışan Özelliklerine Göre İncelenmesi

Öz

Bu araştırmanın amacı, İstanbul’daki özel hastanelerde görev yapan sağlık çalışanlarının Toplam Kalite Yönetimi (TKY) ve Sağlık Hizmeti Kalitesi (SHK) algılarının çeşitli demografik değişkenlere göre farklılaşıp farklılaşmadığını incelemektir. Araştırma nicel, kesitsel ve karşılaştırmalı bir tasarıma sahiptir. Çalışmada değişkenler arası ilişki veya yordama analizleri yapılmamış; yalnızca demografik gruplar arasındaki farklılıklar test edilmiştir. Bulgular, meslek grubu, eğitim düzeyi ve kurumda çalışma süresi değişkenleri açısından TKY ve SHK algılarında anlamlı farklılıklar bulunduğunu göstermiştir. Özellikle yönetsel pozisyonda bulunan çalışanların kalite algılarının daha yüksek olduğu; lisansüstü eğitime sahip personelin TKY ve SHK’ye ilişkin değerlendirmelerinin daha olumlu olduğu belirlenmiştir. Meslek grubu değişkenine ilişkin etki büyüklükleri orta–yüksek düzeydedir (η² = .27; η² = .17). Buna karşılık cinsiyet, medeni durum ve yaş değişkenleri bakımından anlamlı farklılık saptanmamıştır. Sonuçlar, kalite algısının bireysel demografik kimlik özelliklerinden ziyade örgütsel rol yapıları, insan sermayesi düzeyi ve deneyim temelli sosyalleşme süreçleriyle daha güçlü biçimde ilişkili olduğunu göstermektedir. Ayrıca TKY ve SHK algılarının demografik örüntüler bakımından benzer farklılaşma göstermesi, kalite yönetimi uygulamalarının hizmet çıktılarının algısal boyutuyla bütünleşik bir yapı sergilediğine işaret etmektedir. Bulgular, sağlık kurumlarında kalite stratejilerinin meslek temelli farklılıkları ve öğrenme süreçlerini dikkate alan katılımcı ve çok katmanlı yaklaşımlarla yapılandırılması gerektiğini ortaya koymaktadır.

Anahtar Kelimeler

• Toplam kalite yönetimi
• sağlık hizmet kalitesi
• sağlık çalışanları
• kalite algısı
• sağlık kurumları

Total Quality Management in Healthcare Institutions and an Examination of Healthcare Service Quality Perceptions Based on Employee Characteristics

Öz

This study aims to examine whether healthcare professionals’ perceptions of Total Quality Management (TQM) and Healthcare Service Quality (HSQ) differ across selected demographic variables in private hospitals in Istanbul. The research was designed as a quantitative, cross-sectional, and comparative study. No relational or predictive analyses were conducted; statistical procedures were limited to group comparisons. The findings indicate significant differences in TQM and HSQ perceptions with respect to professional role, education level, and organizational tenure. Participants in managerial positions reported higher quality perceptions, and employees with postgraduate education demonstrated more favorable evaluations of both TQM and HSQ. Effect sizes for professional role were found to be moderate to high (η² = .27; η² = .17). In contrast, no significant differences were observed in terms of gender, marital status, or age. The results suggest that quality perceptions are more strongly associated with organizational role structures, human capital level, and experience-based socialization processes rather than individual demographic identity characteristics. Moreover, the parallel differentiation patterns observed in TQM and HSQ perceptions indicate that quality management practices are structurally integrated with the perceptual dimension of service outcomes. The findings highlight the need for multi-layered and participatory quality strategies that consider professional diversity and continuous learning processes in healthcare organizations.

Anahtar Kelimeler

• Total quality management
• healthcare service quality
• healthcare workers
• quality perception
• healthcare organizations

Kaynakça

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