Quality assurance systems in the management and implementation of the hospitals

The main aim of this PhD thesis is to determine ISO 9000 Quality Management System?s (QMS) implementation how to reach Total Quality Management (TQM) and find out the relationship between the service quality performance and the quality management of the hospitals in the center of Ankara. The method used in dissertation is literature review and field study. According to our finding, as a result of Kruskal Walles test related to management context in the 90% confidence interval, the private hospitals are better than the public hospitals in the service quality performance and the continuous improvement. As a result of Kuskal Walles test related size in the 88% confidence interval; theirs with 100-199 bed capacity were better than with 200-300 bed capacity in organization cooperation. And in the 88% confidence interval, theirs with 301-499 bed capacity was better than with 200-300 bed capacity in organization cooperation. The results of the eight regression hypotheses demonstrate that the healthy service quality is directly and positively affected by the organization cooperation, workforce motivations and the information analysis for the continuous improvement, the technology leadership, the service quality performance, the workforce development and the senior management leadership. On the other hand, each sub-dimension was calculated mean for each item. The healthy service quality was increased in the organization cooperation, the workforce motivations and the information analysis for the continuous improvement. In the hospitals, the healthy service quality should be increased in the established coordination team who participating in the management decision process. And periodically, questionnaires should be prepared for and applied to patients and hospital workforce. Then the statistical quality control equipments should be used for the healthy quality evaluations.