Total quality management practices:a case study of public hospital in Düzce

The purpose of this study is to determine the satisfaction levels of the citizens who benefit from the health services of a public hospital in Düzce. Also, in this study, it is purposed to reveal the strengths and weaknesses of the aforementioned hospital so that the managers of the institutions can realize the weak and weaknesses of their institutions. Another purpose of the study to analyze the principles of Total Quality Management approach in the quality activities performed in the hospital and producing scientific suggestions on these issues. The scope of the study consists of persons benefiting from the examination services of the institution in 2019. Fifteen people who met these characteristics and accepted our interview offer were included in the study. Qualitative research method was preferred to obtain more detailed data about the research subject. Interview technique was used to obtain data. Descriptive analysis technique was used to analyze the data. As a result of the research, it is understood that the people who have been examined in the said health institution are generally satisfied with the level of service they receive. In addition, it is considered that integrating Total Quality Management into the corporate culture will be more beneficial in order to eliminate the problems experienced in the services provided in the hospital and to maximize customer satisfaction. As a result of the data obtained from the participants, the research was formed around "Customer Orientation", "Continuous Improvement", "Employee Training "," Preventive Approach"and "Leadership of Senior" Management inden which are the basic principles of Total Quality Management.