The proper function of a public or private organization requires the formulation of a competitive framework that responds to basic parameters related to strategic issues, organizational models, and processes. This is because international competition and rapid scientific and technological developments force the management of these organizations to adapt to environmental influences. This adaptation is not an exception to the rule for health-care organizations. On the contrary, according to the relevant literature, it is imperative that modern hospitals strive to maximize levels of efficiency and effectiveness while minimizing the cost. Indeed, the quality of health-care services is crucially important for the welfare of a country’s citizens since health-care products constitute invaluable goods. Even today, the quality of health care provided is a subject of intense study for scientists, hospital staff, and patients. In this chapter we will focus on clarifying basic concepts such as “quality” and “customer,” presenting the basic principles of total quality management (TQM), and implementing this particular management model in the health-care sector.
In particular, this chapter:
Analyzes in depth the concepts of “customer” and “quality”
Investigates TQM and presents in an analytical way TQM in health-care services
Examines the relationship between TQM and customer satisfaction
Presents and analyzes the implementation of TQM in the provision of health-care services
Presents the relationship between TQM and a health-care unit’s sustainability while emphasizing the importance of TQM in hospital sustainability