Total quality management in emergency care services

This research is conducted in order to lay out and develop to total quality manegement's effects on complacency of the patients taking care from the emercengcy services of the hospitals. It is assumed that total quality manegement has positive effect on the patients'yuu gratitude, confidense and safety. In the first part of the research which consist of three main parts, theoric structure of quality and total quality management are examined thoroughly. In the second part both structure of emercengcy services and total quality management's implementation on medical care examined together. In the third and last part, an investigation conducted to put forward the effects of obtaining and implemention of total quality management to the satisfaction of the patients in GATA Haydarpaşa Training Hospital by means of survey. This research's extend doesn't include the all depertmants of the hospital and only covers the Total quality management's implementations on emergencys services. In the conclusion part of the research it is deduced that patients satisfaction and gratification are elevated thanks to provided quality of the emergencys service meanwhile the emergency service's deficiency of equipment still maintains a problem to fixed on account of quality services.