Continuous improvement of quality management system applications by using Sipoc mapping technique at Aydın Zübeyde Hanım Obstetrics and Children's Hospital

Today there is a group of conscious people who expect high quality health service. The increasing number of the private hospitals by making the quality in healthcare to become a matter of primary importance caused a competing environment and influenced the consumers? decisions about their choices. In health sector the decisions of the consumers are mostly affected by their expectations of high quality service. Reaching quality and improvement is only possible by knowing the existing quality level.Health and health-care services have an important part in human life, and creating and maintaining the quality of life. In this respect, measuring the quality of health-care services enables the health-care institutions to make plans and strategies for the future by providing information about their serving quality.The aim of this research is to examine all the activities of Aydın Zübeyde Hanım Obstetrics and Children?s Hospital which is a branch hospital and does not have a quality management certificate, to stop the recurrences by forming the process maps, to increase the employee productivity and to carry out continuous improvement according to the consumer expectations by the laws.In this research, first all the activities of Aydın Zübeyde Hanım Obstetrics and Children?s Hospital were examined, evaluated and graded according to the Serving Quality Standards of the Ministry of Health, and then processes were found out by SIPOC (Suppliers, Inputs, Process, Output, Customers) Process Mapping Technique. All the processes were checked and the areas which needed to be improved were determined. The processes were reconstructed to solve these problems by taking the consumer expectations and laws into consideration. After all the improvements, re-evaluations were made according to the Serving Quality Standards of the Ministry of Health and the aimed increase was provided.Key Words: Serving Quality, Process, Continuous Improvement, SIPOC