Effect of Total Quality Management Implementation on Patient Satisfaction: A Six-Year Experience in a Public Hospital

Abstract

Objectives: The purpose of this descriptive study was to investigate the effects of a total quality management system, which was implemented in a public hospital for six years, on patient satisfaction about health services. Methods: We conducted a retrospective statistical analysis of cross-sectional data from a survey (face-to-face interviews) of patients hospitalized between 2001 and 2006 in Istanbul Education and Research Hospital. All patients who participated in the survey had given informed consent. Results: The results of a survey conducted by face-to-face interviews with patients admitted and hospitalized in Istanbul Education and Research Hospital between 2001 and 2006 were evaluated using statistical methods. Conclusion: Total quality management is imperative for hospitals to provide efficient and effective health services. Given the developments in technology and emphasis on human rights, total quality management has become an indispensable element in quality-of-life management.