Total quality management in the healthcare sector
Barriers and effectiveness in Saudi Arabia
Keywords:
total quality management, healthcare, health services, literature review, quality improvementAbstract
Total quality management (TQM) is a noteworthy tool for helping an organisation/institute to enhance and improve its overall performance. For this reason, many organisations have adopted the TQM approach to help ensure that their services and products are of the highest standard as well as to enhance customer satisfaction. Moreover, due to the economic contributions of the healthcare sector and other significant factors, it is considered necessary to incorporate TQM practices into this sector. A number of standards have been introduced in an effort to drive quality improvement and management within healthcare organisations, including ISO 9001 (Quality Management), EN 15224 (Quality Management System in Healthcare), ISO 15189 (Medical Laboratories), ISO 13485 (Medical Devices) and IWA 1 (Quality Management Systems). Furthermore, the TQM approach has been implemented in many countries, 12 of which (United States, France, Turkey, Jordan, Saudi Arabia, United Arab Emirates, Iran, Pakistan, India, Taiwan, Mauritius and Namibia) were included in this study in order to examine the effectiveness of TQM in the healthcare sector. A case study concerning the implementation and effectiveness of TQM in Saudi Arabia was also conducted.
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