A methodology model for quality management in a general hospital.
A reappraisal is made of the relevance of industrial modes of quality management to the issues of medical care. Analysis of the nature of medical care, which differentiates it from the supplier-client relationships of industry, presents the main intrinsic characteristics, which create problems in application of the industrial quality management approaches to medical care. Several examples are the complexity of the relationship between the medical action and the result obtained, the client's nonacceptance of economic profitability as a value in his medical care, and customer satisfaction biased by variable standards of knowledge. The real problems unique to hospitals are addressed, and a methodology model for their quality management is offered. Included is a sample of indicator vectors, measurements of quality care, cost of medical care, quality of service, and human resources. These are based on the trilogy of planning quality, quality control, and improving quality. The conclusions confirm the inadequacy of industrial quality management approaches for medical institutions and recommend investment in formulation of appropriate concepts.
Stern
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Hadassah Hebrew University Hospital, Jerusalem, Israel.
Naveh
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E
D006769:Hospitals, General / Q000592:standards*; D006801:Humans; D007221:Industry; D017146:Models, Organizational; D011785:Quality Assurance, Health Care; D017749:Total Quality Management / Q000379:methods*; D014481:United States