TOTAL QUALITY MANAGEMENT AND PATIENT SATISFACTION RELATION

9th International Multidisciplinary Scientific GeoConference - SGEM2009, www.sgem.org, SGEM2009 Conference Proceedings/ ISBN 10: 954-91818-1-2, June 14-19, 2009, Vol. 2, 777-784 pp

ABSTRACT

In medical sector, the expectation of both hospital administration and patients is quite
much today, in parallel with the rapid development of information technologies. The
increment in culture and consciousness level of people increases their better medical
service taking wish. This situation is possible with more qualified service given by the
foundations offering medical service and being satisfied of the service customers from
the service they have taken.

In total quality management; various parameters are effective such as the offering
method of the service, the continuity of the service and the satisfactoriness and
sensitivity of the medical staff. Furthermore, the patient right and health literacy levels
of the service customers should be high.

The determination of the patient satisfaction depending on the environment and health
sensitivity level of both medical foundations and patients is the main aim of this
research. In this study, a sensitivity survey has been applied to the patients in a public
medical foundation. The relations between total quality management and patient
satisfaction have been examined by considering the questioning done with different
parameters and the results obtained from the findings.

Keywords: Total Quality Management, Patient Satisfaction, Health Literacy