The quality management system at the university hospitals (the example of Dicle University hospitals)

Quality in Turkey and especially developments in the understanding of the quality in the field of health revealed the competition in the health service offer. Institutions offering health service need a system, because of the reasons as keeping pace with the competition and also satisfying employees, maintaining efficiency-unity-continuity in the process. While some health institutions are practicing the Health Quality Standart (HQS) of the Ministry of Health, some health institutions can practice systems like ISO 9001:2008 Quality Management System (QMS), too. However, it shouldn't be forgotten the fact that HQS is a community or set of standarts and ISO 9001:2008 QMS is also a system. Therefore, when the institution practice the HQS by standardising the works in the set of the HQS, it maintanes the processing unity of ISO 9001:2008 QMS. In the Dicle University Hospitals, applicability of the model in which ISO 9001:2008 QMS following HQS are practiced is evaluated in this study. The study is divided into five chapters. In the first part of the study, basic concepts and historical developments of QMS are described. In the second part, while general information about ISO 9001:2008 is being given, at the same time the road map required for its foundation is described in detail. In the third chapter, there is an extensive research including historical development, methodology, general information and foundation of HQS. In the fourth chapter, quality studies of Dicle Unıversity Hospitals including practice of model which ISO 9001:2008 QMS following HQS are practiced in are described. In the fifth chapter, the final part of the study, there is a survey done to investigate the applicability of the model. By describing preperation and practising of the survey with the necessity of analysing, the general evaluation is done. When the study was completed, it was seen that the mentioned model was adopted by managers and employees and the acquisitions gained from practising of the model revealed satisfaction, so applicability of the model is proved. Also, solutions are advised for areas which need for improvement found in the study especially in the survey results. As long as areas which need for improvement are improved, development of the model will be enabled, too and it's contributions to the institutions will be more.