Total Quality Management In Hospital

Analysis of Total Quality Management At CARE Hospitals, Hyderabad using Malcolm Baldrige National Quality Award Criteria (MBNQA)

Health Care Industry is uncertain, ambiguous and dynamic. As this industry deals with life and death of humans it is very critical to maintain its quality standards. As Health care organisations became more and more complex the old methods of managing quality were rendered useless and hence emerged Total Quality Management (1999). TQM is a Strategic HRM approach which aims at continuously improving the quality standards to deliver high quality products and service to customers. Hospitals today are trying to get ISO certifications to help ensure consistency in production of a product/service and even assure its customers

Below is the formula to find MBQNA points

Below exhibit 1 shows the MBQNA points of CARE Hospital Hyderabad –

Deduction From Test Conducted and Audit done by the Research Team

• A score of 753/1000 conveys that the hospital has been successful in continuous quality improvement in various areas of management

• Leadership - A score of 103/120 in leadership implies that there is a committed leadership at CARE Hospital, Hyderabad responsible for continuous process improvement

• Proper allocation of resources, formal daily meetings and OPEN DOOR POLICY indicated management’s commitment for continuous and planned improvement.

• Result oriented work culture with proper adherence to legal and ethical procedures clearly indicated GOOD GOVERNANCE

• Governance and Social Responsibility - Charging BPL patient less for medical services where hospital bears high cost of medical care, advanced technology and medicines has led to reduction of profitability which explains an overall rating of ‘8’ in ‘Governance and Social

PERFORMANCE APPRAISAL is done using 360 degree feedback. Major focus of Training is continuous medical education and professional and skill development. Reward and Monetary Benefits used to motivate staff (E.g.- Employee of the month). Attrition of nurses is more than that of doctors and hence HR department always tries to analyse the reason for the same and minimise this attrition through a number of benefits like Children’s education support. Due to all these initiatives this is one of the highest rated areas for this hospital i.e.