Total Quality Management Essay

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Recommended: Importance Of Quality Management In Healthcare

Healthcare is everyone business. Concept of health keeps changing in the past decades, with the advancement of technology and modern believes. Expectation of good quality of care from health service providers is getting higher and higher. People in healthcare business faces challenges, especially in the effectiveness and quality of care. Quality management plays an important role to response to these challenges. Dean & Bowen (1994) indicated that total quality management (TQM) represents a widely accepted management practice that have been embraced by many organizations. Waldman (1994) stated that TQM is viewed as an integrated, systematic, organization-wide strategy to improve the products, services and processes of an organization continuously nowadays. Improve in quality could increase client’s satisfaction. According to Dr. Julan (1993), the reason of client complain is the dissatisfaction of service provided. In this paper, the concept of total quality management in meeting client’s expectation to clients will be discussed. Ways to quality …show more content…

Operation has been done to fix her fractured bone. Physiotherapy and occupational therapy were arranged to restore her walking ability and activities of daily living. Her performance was good and could manage walking with walking frame and doing her tasks independently with assessment by physiotherapist and occupational therapist after a week of training. Doctor decided to discharge her in few days, with day hospital training. Ms Lee and her daughter were explained the arrangement. However, her daughter refused the arrangement as the readiness was not met by her and her mother, including physical fitness, environment preparation and carer’s competence. Ms Lee felt very depressed that she could not stay in hospital for further training. Ms Lee’s daughter filed a complaint regarding discharge arrangement and attitude of nurse

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