Application of total quality management in treatments in bed and the example of İzzet Baysal Obstetrics and Infantile Diseases Hospital

The aim of this survey is that with meausuring gratitude degree of Total Quality Management on patients and their relatives ,that is started to practise in health foundations especially in hospitals,give suggestions for problems in health sector.Like all the enterprise foundations health sector is a whole made up of pieces.Doctor, nurse,laborant, midwife, servant even to security guard ,all the staff from admistrators to providers are responsible for hospital?s service quality.As in many countries in world to 21. century health sevice was carried out by government in Turkey. These foundations not aiming make profit and far away from competition environment don?t make enough effort to renew themselves.As known in units like village clinics which don?t have 24 hours Office hours patients can show sensitivity in waiting health staff who serve well and taking service from these staff.Also most time they can take beter service going to other health foundations.With 351 questionnaire conducted in Bolu Izzet Baysal Obstetrircs and Infantile Diseases Hospital, where is applied by 500 patients on average daily,in 24.12.2007-31.12.2007 questions about service quality of policlinic ,radiology and other service units were asked.The horizon of this survey is formed by on average 3500 patients in a week coming to Bolu Izzet Baysal Obstetrircs and Infantile Diseases Hospital.(Of these 3500 patients 1360 are patients of obstetrics and gynecology, 1000 are infantile diseases, 800 come emergency while 350 are infantile surgerySurvey consists of four parts.In first part with giving information on how important health services are important for individuals comparisons made between Turkey and some other countries.Information was given on the aim of survey , the parts of thesis, the metodology of survey, obstacles of surveyand kind of the study.In second part, by giving information about quality , the system of quality management, service quality and the compounds of it, the application oıf quality in health sector `which is also a health sector, was explained.Thirs part consists of application.Last part includes result and suggestions.With the help of questionnaire prepared in the application part of survey, data compiled as a result of questionnaire conducted on 360 patients coming to in Bolu Izzet Baysal Obstetrircs and Infantile Diseases Hospital .In this survey probability based, random sampling method is used.In total 360 qustionnaire were conducted but these left incomplete or filled faulty were eliminated so 351 of these questionnaires were evaluated.Data compiled writindg down tables transferred into SPSS and Likert Scale at degree of Interval Scale is used.The Kolmogorov-Smirnov Teast is used for determining whether the data scattered properly or not and decided in the negative way so the analysis was made by non-parametric techniques.Of non-parametric techniques Kruskal-Wallis is used for groups over two, Mann Whitney U Test is used for two groups.Analysis is made by SPSS and MINITAB programmes.According to analysis made almost all patients coming to Bolu Abant Izzet Baysal Obstetrircs and Infantile Diseases Hospital point their satisfaction about the sevice in hospital.In survey with five Likert Scale( very good, good, undetermined,bad, very bed/ certainly agree, agree, undetermined, disagree, certainly disagree) is used.In result of evaluations of Likert Scale while % 92 of the patients and their relatives think in the same way, % 8 of them think in the different way.About the quality of services served in the hospital % 70 of the patients and patient?s relatives answer good, % 2 of them answer very good, and % 28 of them answer agree.Keywords: Management of Hospital, Total Quality Management