Total quality improvement.
External customers are those who come to the institution to use the services. If these people are not satisfied, the institution will not be accredited, patients will not return, and the institution will receive bad press--thus hurting the institution's image--and physicians will go to other institutions. Patients certainly are looking for value for their dollar in receiving quality services. Third party payors measure and set prices on services rendered. Conservation of resources is the focal point of the modern health care industry. TQI is a vehicle that will bring major departments together to focus on these issues. When department heads are given the power to make decisions and the ability to negotiate with other departments, much headway will be made. Coordination of goals and the understanding of other departmental issues will allow for multidisciplinary decision making that will affect the institution's future.
St. Luke's/Roosevelt Hospital Center-Roosevelt Division, New York, NY.
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Reitz
D003258:Consumer Behavior; D006748:Hospital Departments / Q000458:organization & administration; D015274:Interdepartmental Relations; D008332:Management Quality Circles; D009519:New York City; D009873:Operating Rooms / Q000458:organization & administration / Q000592:standards*; D011682:Purchasing, Hospital / Q000458:organization & administration*; D017749:Total Quality Management; D014481:United States