Volume : 2, Issue : 7, JUL 2016

THE IMPACT OF TOTAL QUALITY MANAGEMENT (TQM) PRACTICE ON PATIENTS' SATISFACTION THROUGH OPERATIONAL FLEXIBILITY

Main Naser Alolayyan, AlaEldin Mohammad Hasan Awawdeh

Abstract

Total Quality Management (TQM) is being practiced in any organizations worldwide including healthcare services. Therefore, this paper will discuss the literature review on the basis and principles of TQM and its implementations in healthcare-related industry. From the literature, it is suggested that TQM is suitably adopted as it can improve patients‟ satisfaction, reduce cost and reduce medical errors.
This study aims at studying the impacts of TQM implementation on patients‟ satisfaction level in Jordanian university hospitals through considering operational flexibility as mediating variable. The study moreover attempts to highlight the important role of TQM and operational flexibility on patients‟ satisfaction. On other hand, it plans to develop a model on activating the TQM implementations and operational flexibility to improve patient satisfaction.

Keywords

total quality management, health care, operation flexibility, patient satisfaction.

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