[Quality management and consumer orientation: survey of referring pediatricians of a Berlin pediatric clinic].
Quality management in hospitals not only includes performance according to international medical standards but also the optimization of processes regarding internal staff as well as external customers. Total Quality Management (TQM) and the Business Excellence Model of the European Foundation of Quality Management (EFQM) require continuous evaluation of customer satisfaction. Specialists and family physician as external customers influence the patient's choice of a hospital. The aim of the present study is to evaluate the satisfaction of admitting physicians of a children's hospital with the help of a questionnaire. The results describe their needs and their level of satisfaction regarding service, information, cooperation and communication within the hospital.
Lüthy
A
A
Alice-Salomon-Fachhochschule für Sozialarbeit und Sozialpädagogik Berlin. anja.luethy@fbw.fh-hildesheim.de
Lotze
I
I
Leiske
M
M
Rossi
R
R
D001604:Berlin; D002648:Child; D003258:Consumer Behavior / Q000706:statistics & numerical data; D003627:Data Interpretation, Statistical; D006776:Hospitals, Pediatric / Q000706:statistics & numerical data; D006801:Humans; D010348:Patient Care Team / Q000706:statistics & numerical data; D011785:Quality Assurance, Health Care / Q000706:statistics & numerical data; D012017:Referral and Consultation / Q000706:statistics & numerical data; D017749:Total Quality Management / Q000706:statistics & numerical data