Assesment of total quality managment applications in health managment in terms of customer satisfaction

"Total quality management" term is frequently heard in society life as the word of "quality" has deep root in our culture. Quality describes the good or bad sides of objects or services. Quality service in health market is frequently pronounced among people which indicates that quality is a measure in health service. Serving a quality service is key mean to have advantage in health services competition. To lead the competition it is necessary to boost patient satisfaction which is to meet the demands and expectations. The most crucial expectations of the health organizations that have already increased patient satisfaction are to increase the number of customers, and to increase the loyalty of the current patients and thus to increase the profit of hospital. This master thesis consists of three chapters. As well as describing the objectives, philosophy and literature of total quality management, the concept, definition, and history of total quality management are expressed in the first chapter. In addition, the main principles and factors of total quality management and the issues regarding the application of total quality management are highlighted in this chapter. In the second chapter, quality in health organizations, the concept of health services and the classification of health services (protective, curative, and rehabilitation) are explained. In addition, the extend of health services, the factors affecting the total quality management in health services, the issues arising when applying total quality management in health services are discussed in this chapter. Finally, the concepts of patient and patient satisfaction in health services, the measurements methods of patient satisfaction and the problems which faced when searching patient satisfaction are described in the second chapter. In the last chapter, assesment of total quality management implementation in terms of customer satisfication in an health operation operating at the city centre is done. In this case, the satisfaction survey of employees, patients and their relatives are carried out and the results are discussed in detail. Key Words: Total Quality Management, Hospital Customer, Quality in Health Enterprises, Patient Satisfaction