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Title: Enhancing Total Quality Management and Service ... - nedsi

Title: Enhancing Total Quality Management and Service ... - nedsi

Title: Enhancing Total Quality Management and Service ... -

ENHANCING TOTAL QUALITY MANAGEMENT AND SERVICE QUALITY THROUGH PATIENT SAFETY MANAGEMENT Yafang Tsai, Department of Health Policy and Management, Chung-Shan Medical University, Taiwan, (886)-4-24730022 ext.12127, avon611@gmail.com Shih-Wang Wu, Department of Hospital and Health Care Administration, Chia Nan University of Pharmacy & Science, Taiwan, (886)-6-2664911 ext.5225, scottwu101@mail.chna.edu.tw ABSTRACT This research aims to link the concepts of total quality management and patient safety management, to explore the impact of these factors on nursing staff perceptions of service quality, and to provide nursing managers an effective management tool to promote service quality. The investigators employed a cross-sectional study based on a questionnaire survey. The study subjects are drawn from hospital nursing staff in Taiwan. Three hundred copies of the questionnaire were distributed, with 245 completed copies returned. The investigation period ran from June 1, 2011 to June 21, 2011. Factor analysis and regression analysis were employed for the statistical analyses. There are positive correlations between total quality management and patient safety management and between patient safety and service quality. There is a significantly positive correlation between total quality management and service quality. Patient safety management is the moderating variable between total quality management and service quality. Key words: total quality management, quality improvement, service quality, patient safety, nursing management. INTRODUCTION In facing the changes in healthcare environment in the 21 st century, the management of healthcare organization encountered the challenges from the mounting pressure of competition. Due to competition among healthcare providers, higher quality healthcare is the common goal of all healthcare teams, and improving healthcare quality has become the common focal point of all international healthcare organizations[1]. Chenot and Daniel[2] proposed that quality and safety have become two important issues for healthcare organizations facing a changing healthcare environment [3]. In addition to actively promoting management activities that enhance service quality, healthcare organizations also stress the importance of patient safety as they respond to changes in the environment [4]. Since 1980s, quality management has been considered by the Western countries as the effective management activity to create competitive advantage through ensuring customer quality service [5]. To meet the healthcare organization evaluation, the concept of total quality management (TQM) has thus been promoted; it is also considered by the hospital managements an effective management tool in impelling clinical healthcare staff to provide quality care service to the patients [6]. In such a competitive market, other than promoting 1

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