A resarch regarding the validity of quality indicators for private hospitals

Quality can be defined as exceeding beyond expectations by forecasting customer requests in advance and to satisfy the customer throughput the natural life of the product/ service. The quality concept has a dynamic structure; it is continuously developed and renewed in line with the customer needs. Total Quality Management is a cooperative management approach that is based on continuous development, improvement and customer satisfaction.Total Quality Management has been one of the major changes seen in the world healthcare sector. Many reasons such as increase in the number of institutions that provide healthcare service, increase in healthcare expenses, patients? not receiving the service they expect, the unhappiness encountered by healthcare workers in the work environment and low output in the healthcare services brought new management approaches together. Patient satisfaction is one of the most important criteria used in quality Works in the healthcare services. The healthcare institutions should provide sufficient satisfaction to their external customers after providing service. The institutions that put patient, i.e. customer satisfaction first establish systems towards both measuring and monitoring patient satisfaction and determining needs and complaints. The sytems aims to help in order to achieve the desired results via the strategic plans of institutions. In this work; it has aimed determining the validity of indicators which has been follow ed up by a Private Hospital between January 2009 and December 2009, customer satisfaction surveys and quality documents has been reviewed with a Method bilateral meeting and observation. The incomplete or limped processes and steps have been defined and it has been advised in order to proaktivite recommendations and prevention.Key Words: Quality Concept, Total Quality Management, Quality in Healthcare Services, Quality Indicators.