Total Quality Management and Health-Care Sector

Abstract

Key Concepts 1. Customer diversity makes it difficult for hospitals to operate, because the needs and attitudes of different clients do not always coincide. 2. Since one of the main objectives of TQM is client satisfaction, an organization should listen to, and address in a prompt and fair manner, the demands of all parties. 3. Achieving quality in health care is a matter for all the actors in the health-care process (e.g., doctors, patients, etc.) whereby each in turn should ensure that treatment needs are administered effectively and efficiently. 4. The benefits that can be derived by applying the basic principles of TQM to health-care organizations are significant and many. 5. Sustainability and TQM have a common goal, namely, to satisfy patient needs, and so the two are connected. Hence, a health-care unit should be patient-centered.