Total quality management in healthcare organisations
TOTAL QUALITY MANAGEMENT IN
Senior Medical Technologist
QUALITY OF HEALTH CARE
Quality: „A strategy aimed at the needs of customer for
present & future‟ (Edwards Deming).
„Conformance to requirements‟ (Philip B Crosby).
„Totality of features & characteristics of hospital
services that bear on its ability to satisfy stated & implied
needs of its patients‟.
AIM To provide quality, efficient & economic management
of health care delivery system.
Rapid advancement in
healthcare due to rapid
diagnosis and day care
↑awareness in patients
↑ market competition
Healthcare team of skilled
To accomplish the
objective i.e., the
quality healthcare at
the minimum cost.
QUALITY MANAGEMENT SYSTEM
Quality does not happen
It needs to be developed.
In any HCO, it is
established in a planned
way keeping in mind the
objectives of the
HCO, staff involvement
and considering the
It is the result of sincere
efforts, intelligent thinking
and skillful execution.
A TOOL FOR QUALITY ASSURANCE
Quality control means that all the products/services rendered to the
patient care are carried out as per the product design criteria /SOP so
that there is not any chance of defects/errors.
It comprises of measuring the process, analysis of data under effective
SOP‟s-are based upon certain guidelines keeping the quality
parameters in mind.
For example, emergency room physicians have SOPs for patients
who are brought in an unconscious state; nurses in an operating
theater have SOPs for the forceps and swabs that they hand over to
the operating surgeons; and laboratory personnel have SOPs for
handling, testing, and subsequently discarding body fluids obtained
The absence of QC will lead to the medication error or the patient care
It is the planned or systematic actions necessary to provide adequate
confidence that a patient services or safety will satisfy given
requirement for quality.
QA may act as an audit function since it includes the assessment or
evaluation of the quality of care; identification of problems or
shortcomings in the delivery of care; designing activities to overcome
these deficiencies; and follow-up monitoring to ensure effectiveness
of corrective steps.
It can also be understood as the system of defect prevention.
ENHANCEMENT OF PATIENT CARE
TOTAL QUALITY MANAGEMENT
TQM means that the organization culture is defined
by and supports the constant attainment of
customer i.e., the patient satisfaction through an
integrated system of tools, techniques and training.
It involves the continuous improvement of
organization processes, resulting in high quality
products and services.
Hence, TQM is “a continuous, customer-
centered, employee driven improvement.”
4 common principles:
Do it right the first
time to eliminate
Listen to and learn
from customers and
improvement on every
teamwork, trust, and
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