Effects of the Total Quality Management Implication on Patient Satisfaction in the Emergency Department of Military Hospitals
| Author | Mohammad Hossein Lashgari | en |
| Author | Saeed Arefanian | en |
| Author | Ali Mohammadshahi | en |
| Author | Ali Reza Khoshdel | en |
| Issued Date | 2015-02-12 | en |
| Abstract | Background: Emergency services are of great priority in the military health systems and patients satisfaction is among the important determinants of an emergency system efficacy. Objectives: The objective of this study was to evaluate the effects of Total Quality Management (TQM) implication on patients’ satisfaction in the emergency ward. Patients and Methods: Patients satisfaction was evaluated before and after the TQM-based quality improvement process in the emergency department by using a satisfaction survey questionnaire. Participants in the survey were patients admitted to the emergency ward of Besat Air Force General Military Hospital (Tehran, Iran) between September‒December 2009 and April-July 2011. All the possible interventions were implicated after discussions with responsible teams and the managing staff during the 15 months of the satisfaction evaluation interval. Results: The satisfaction level for physicians, nurses, transporting and service personnel, and imaging staff has increased significantly by 12.7%, 21.8%, 17.0%, and 14.1%, respectively (P < 0.001). The overall satisfaction increased from 55.4% to 71.3% after the TQM application (P < 0.001). Conclusions: Considering the substantial impact of the TQM implication on increasing the satisfaction level among our patients regarding the emergency and healthcare services, we suggest that TQM can be a very effective solution in improving the health care service quality and increasing patients’ satisfaction in Iranian Military Hospitals, without significant economic strain. | en |
| DOI | https://doi.org/10.5812/jamm.26952 | en |
| Keyword | Total Quality Management | en |
| Keyword | Delivery of Health Care | en |
| Keyword | Patient Satisfaction | en |
| Keyword | Emergency Service | en |
| Publisher | Brieflands | en |
| Title | Effects of the Total Quality Management Implication on Patient Satisfaction in the Emergency Department of Military Hospitals | en |
| Type | Research Article | en |
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