The role of total quality management in improving patient experiences and outcomes

Abstract

Total quality management refers to efforts at all levels of an organisation to create and sustain an atmosphere in which employees can continuously develop their ability to provide on-demand products and/or services that customers find especially valuable. Total quality management has been used in the healthcare sector since the late 1980s. This study explores the impact of total quality management on patient experiences and outcomes, considering the different dimensions of total quality management: customer focus, total employee involvement, integrated systems, continual improvement, fact-based decision making and communication. Overall, total quality management was found to have a positive impact on patients, although further evaluation is needed regarding how total quality management has improved patient outcomes and experiences, and can continue to do so in the future.