European Journal of Preventive Medicine

| Peer-Reviewed |

Evaluation of Preparedness Towards Total Quality Management at Tertiary Hospital from Health Workers Perception: A Case Study

Received: 24 April 2019    Accepted: 03 June 2019    Published: 12 June 2019
Views:       Downloads:

Share This Article

Abstract

Background: Total quality management (TQM) in any organization is a major determinant of efficient management of resources. In this era where hospitals provide the same type of services, it is only hospitals that have embraced TQM techniques that will survive. The study assessed the management preparedness to the implementation of TQM at University of Nigeria Teaching Hospital (UNTH) Ituku/ Ozalla from the Health workers perceptive. Methods: This study was a cross sectional descriptive study. Structured questionnaire was used to collect information on the demographic characteristics of the randomly selected staff of the UNTH and their assessment of UNTH under five major domains: organizational, interpersonal, facilities, environmental and economic. Focus group discussion was also used conducted among selected staff. Results: On influence of educational factors on level of response, the study showed it has no influence on staff awareness (p= 0.264) but it influenced quality of personnel (0.049), sufficient supervision (p = 0.039), feedback mechanism (p = 0.005) and record department being computerized (p = 0.04). Number of years on the job has influence on the availability of adequate resources (p = 0.027), quality of services (0.040) and record department being computerized (p = 0.041). On the influence of cadre, it showed that level of awareness was affected but quality of personnel (p = 0.014), quality of services (p = 0.019) and availability of functional diagnostic equipment (p = 0.027) was influenced. Conclusions: TQM have been shown to have improved the efficient management of resources with attendant maximization of output. It is important that management demonstrates commitment and provide enabling environment for its sustainability. Specifically, management should institute periodic performance measurement system and strengthen the training program in the hospital. There is a need to raise the awareness on the concept and develop methods and procedures in updating existing TQM guidelines.

DOI 10.11648/j.ejpm.20190702.12
Published in European Journal of Preventive Medicine (Volume 7, Issue 2, March 2019)
Page(s) 40-49
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Total Quality Management, University of Nigeria Teaching Hospital, Health Workers, Perception

References
[1] Sivadas E, Baker – PreWitt JL. An examination of the relationship between service quality, customer satisfaction, and show loyalty. International journal of Retail and Distribution Management, (2003), 28 (2), 73-82.
[2] Yavas U, Bilgin B, Shenwell DJ. Service quality in the banking sector in an emerging economic: a consumer Survey. International Journal of Bank Marketing. (1997), 15 (6), 217 -223.
[3] AlDhaafri, H. S., Al Swidi, A. K and Yusulf, R. Z (2016). The mediating role of TQM and organizational excellence, And the moderating effect of entrepeunurial organization culture on the relationship between ERP and organizational performance. The TQM Journal, 28 (6): 991-1011.
[4] Camison C. Total Quality Management in Hospitality: An Application of the EFQM Model. Tourism Management, (1996), 17 (3), 191-201.
[5] Khalil, M., Khalil, R. and Khan, S. (2019). A study of the effect of supply chain management practices on organizational performance with the mediating role of innovations in SMEs. Uncertain Supply Chain Management, 7 92); 179 – 90.
[6] Yousset FN, Nel D, Bovaird T. Health Care quality in NHS hospitals. International Journal of Healthcare Quality Assurance. (1996), 14 (3), 104 – 110.
[7] Kashif, M., Altaf, U., Ayub, H. M., Asif, U and Walsh, C. (2014). Customer satisfaction in a public in Pakistan, PAKSERVE application. Global Business Review. 15 (4): 677-93.
[8] Lim PC, Tang NKH. The development of a model for total quality healthcare. Managing service quality. (2000), 10 (2), 103 – 111.
[9] Albrecht, S. L., Bakker, A. B., Gruman, J. A., Macey, H and Saks, A. M. (2015). Employee engagement, human resources management practices and competitive advantage, an integrated approach, Journal of Organizational Effectiveness, People and Performance, 2 (1): 7-35.
[10] Eze CU. Survey of patient satisfaction with obstetric ultrasound at University of Nigeria Teaching Hospital Enugu Nigeria. Niger J. Health Biomed. Sci. (2006), 5 (1), 93-97.
[11] Ghosh, M and Sobek II, D. K. (2015). A problem solving routine for improving hospital operations. Journal of Health Organization and Management. 29 (2): 252 – 70.
[12] Afolabi M. O, Erhun W. O. Patients’ response to waiting time in an outpatient pharmacy in Nigeria. Trop J. Pharm. Res, (2003), 2 (2), 207 – 214.
[13] Ofili AN, Ofovwe CE. Patients’ assessment of efficiency services at a teaching hospital in a developing country Ann. Asr. Med. (2005), 4 (4), 150 – 153.
[14] Olusina AK, Ohreri JU, Olawrwura MO Patient and staff satisfaction with the quality of in-patient psychiatric care in a Nigerian General Hospital. soc. Psychiator. Psychiatr. Epidemol, (2004), 37 (6), 283 – 288.
[15] Sadeh, E. (2017). Interrelationships among quality enablers, service quality, patients’ satisfaction and loyalty in hospitas. The TQM Journal, 29 (1): 101 -17.
[16] SERVICOM evaluation reports: http://www.servenigeria.com/accessed 14/10/2012.
[17] Cheng, S. Y., Bamford, D., Papalexi, M. and Dehe, B. (2015). Improving access to healthcare services-challenges in lean application. International Journal of Public Sector.
[18] Ju, K. J and Park, B. (2016). An empirical study of total quality management and its influence on nurses’ attitude and service performance in healthcare organization. International Journal of Services and Operations Management. 24 (2): 147- 66.
[19] Al-Hyeri, K., Abu Hammour, S., Abu Zaid, M. K. S and Haffer, M. (2016). The impact of lean bundle on hospital performance: does size matter? International Lournal of Healthcare Quality Assurance. 29 (8): 877 – 94.
[20] Breedlove TH. Measuring the impact of quality improvement efforts. Health care – financial management (1994), 4 (9), 32 – 34.
[21] Balasubramanian M. Total Quality Management [TQM] in the Healthcare Industry – Challenges, Barriers and Implementation Developing a Framework for TQM Implementation in a Healthcare Setup. Science Journal of Public Health. (2016), 4 (4), 271-278.
[22] Al-Shdaifat E. A. Implementation of total quality management in hospitals. Journal of Taibah University Medical Sciences. (2015), 10 (4), 461-466.
[23] Skiti V. Barriers in implementing Total Quality Management in Kraaifontein Public health care facility in the western cape, Stellenbosch University, (2009).
[24] Li C. and Sweetman G. A healthcare quality management system underpinning the 3-E model and its application in a new tertiary hospital in Australia. International Journal of Nursing Sciences. (2517), 4: 112 – 116.
[25] Barney J, Barney P. Firm Resources and sustained competitive advantage. Journal of management, (2011), 82: 30 – 3.
[26] Mosadeghrad, A. M. & Ferlie, E., Total Quality Management in Healthcare in Ortenblad, A. Abrahamson Lofstrom, C. & Sheaff, R., Management innovations for healthcare organizations: adopt, abandon or adapt? (2016) Routledge.
[27] Kaltsounakis Z. Implementing Total Quality Management in Canadian health care: An empirical investigation. Unpublished Master’s thesis, concord University, Montreal, (2010).
[28] Hack R, Wageman R. Total quality management: Empirical, conceptual and practical issues. Administrative Science Quarterly. (1995), 40; 309 – 342.
[29] Shortell SM, Levin DZ, O’Brien, JL. Assessing the evidence on CQI: Is the glass half empty or half full. Hospital Health Service Adm. (1995); 40: 4-24.
[30] Boerstler H, Foster RW, O’Connor ES. Implementation of total quality management: conventional wisdom versus reality. Hospital Health Services Admin. (1996), 41: 143 – 159.
[31] Fok LY, Hertman SJ, Patti AL, Rasek JR. Human factors affecting the acceptance of total quality management. International journal of quality and reliable management. (2000), 17 (7), 714 – 729.
[32] Chakrabusty G, Grasth G, Gunningham M. Understanding consmers’ preferences for dental service. Journal of Healthcare Market. (1993), 13: 16-22.
[33] Shehu CD. Importance of Total Quality Management on Hospital Management. An MBA Seminar presentation to the Dept. of Business Administration University of Maiduguri, (2012).
[34] Anyansi TC. (2011) Technique for managing quality and health services administration of Ebonyi State Teaching Hospital Abakaliki. An MBA Research project work of ESUT Business School.
[35] Aghaeze EO. Total Quality Management in selected Government Hospitals in Enugu State. (2010). An unpublished Ph. D Research proposal of University of Nigeria Enugu Campus, (2012).
[36] Supplying Principles and Practices - October 1, 2018 - USPS. com. Sourced at https://about.usps.com/manuals/spp/spp.pdf. Accessed on 22nd May 2019.
[37] OPINION: AN OVERVIEW OF SERVICE DELIVERY INITIATIVE: 12 YEARS AFTER. Sourced at: https://thewillnigeria.com/news/opinion-an-overview-of-service-delivery-initiative-12-years-after/ accessed on: 23rd may 2019.
[38] Min L., Douglas B. L., Cheng-Yu H., Xiang-Chan L., Ying-Chu Z., Xing-Hua W. et al. Evaluating patients' perception of service quality at hospitals in nine Chinese cities by use of the ServQual scale. Asian Pac J Trop Biomed. (2015); 5 (6): 497–504.
[39] Whitworth J. Pickering H, Mulwanji F, Ruberantwari A, Dolin P, Johnson G. Determinants of attendance and patient satisfaction of eye clinics in South Western Ugandan. Health Policy Plan. 1999; 1477-81.
Author Information
  • Department of Health Management and Administration, University of Nigeria, Enugu, Nigeria

  • Department of Nursing Services, University of Nigeria, Enugu, Nigeria

  • Department of Environmental Health, Nnamdi Azikiwe University, Nnewi, Nigeria

  • Department of Paediatrics, University of Nigeria, Enugu, Nigeria

  • Health Education Department, Healthline Consulting Limited, Enugu, Nigeria

  • Health Education Department, Healthline Consulting Limited, Enugu, Nigeria

  • Department of M&E, Breakthrough Action, Calabar, Nigeria

  • Monitoring and Evaluation Units, Catholic Relief Services, Abuja, Nigeria

  • Case Management Unit, National Malaria Elimination Programme, Abuja, Nigeria

  • Department of Environmental Health Science, Nnamdi Azikiwe University, Nnewi, Nigeria

  • ICT department, UNICEF, Enugu, Nigeria

  • Department of Public Health, Ministry of Health, Calabar, Nigeria

Cite This Article
  • APA Style

    Obi Ikechukwu Vincent, Okoronkwo Ijeoma Lewechi, Akubue Augustine Uchenna, Ughasoro Maduka, Akubue Ngozika Peace, et al. (2019). Evaluation of Preparedness Towards Total Quality Management at Tertiary Hospital from Health Workers Perception: A Case Study. European Journal of Preventive Medicine, 7(2), 40-49. https://doi.org/10.11648/j.ejpm.20190702.12

    Copy | Download

    ACS Style

    Obi Ikechukwu Vincent; Okoronkwo Ijeoma Lewechi; Akubue Augustine Uchenna; Ughasoro Maduka; Akubue Ngozika Peace, et al. Evaluation of Preparedness Towards Total Quality Management at Tertiary Hospital from Health Workers Perception: A Case Study. Eur. J. Prev. Med. 2019, 7(2), 40-49. doi: 10.11648/j.ejpm.20190702.12

    Copy | Download

    AMA Style

    Obi Ikechukwu Vincent, Okoronkwo Ijeoma Lewechi, Akubue Augustine Uchenna, Ughasoro Maduka, Akubue Ngozika Peace, et al. Evaluation of Preparedness Towards Total Quality Management at Tertiary Hospital from Health Workers Perception: A Case Study. Eur J Prev Med. 2019;7(2):40-49. doi: 10.11648/j.ejpm.20190702.12

    Copy | Download

  • @article{10.11648/j.ejpm.20190702.12,
      author = {Obi Ikechukwu Vincent and Okoronkwo Ijeoma Lewechi and Akubue Augustine Uchenna and Ughasoro Maduka and Akubue Ngozika Peace and Uche Glory Igbo and Nnanke Etimita and Emeka Onugu and Emmanuel Shekarau and Abonyi Isaiah Chimezie and Chine Paul Udoka and Joseph Akem Ingwu},
      title = {Evaluation of Preparedness Towards Total Quality Management at Tertiary Hospital from Health Workers Perception: A Case Study},
      journal = {European Journal of Preventive Medicine},
      volume = {7},
      number = {2},
      pages = {40-49},
      doi = {10.11648/j.ejpm.20190702.12},
      url = {https://doi.org/10.11648/j.ejpm.20190702.12},
      eprint = {https://download.sciencepg.com/pdf/10.11648.j.ejpm.20190702.12},
      abstract = {Background: Total quality management (TQM) in any organization is a major determinant of efficient management of resources. In this era where hospitals provide the same type of services, it is only hospitals that have embraced TQM techniques that will survive. The study assessed the management preparedness to the implementation of TQM at University of Nigeria Teaching Hospital (UNTH) Ituku/ Ozalla from the Health workers perceptive. Methods: This study was a cross sectional descriptive study. Structured questionnaire was used to collect information on the demographic characteristics of the randomly selected staff of the UNTH and their assessment of UNTH under five major domains: organizational, interpersonal, facilities, environmental and economic. Focus group discussion was also used conducted among selected staff. Results: On influence of educational factors on level of response, the study showed it has no influence on staff awareness (p= 0.264) but it influenced quality of personnel (0.049), sufficient supervision (p = 0.039), feedback mechanism (p = 0.005) and record department being computerized (p = 0.04). Number of years on the job has influence on the availability of adequate resources (p = 0.027), quality of services (0.040) and record department being computerized (p = 0.041). On the influence of cadre, it showed that level of awareness was affected but quality of personnel (p = 0.014), quality of services (p = 0.019) and availability of functional diagnostic equipment (p = 0.027) was influenced. Conclusions: TQM have been shown to have improved the efficient management of resources with attendant maximization of output. It is important that management demonstrates commitment and provide enabling environment for its sustainability. Specifically, management should institute periodic performance measurement system and strengthen the training program in the hospital. There is a need to raise the awareness on the concept and develop methods and procedures in updating existing TQM guidelines.},
     year = {2019}
    }
    

    Copy | Download

  • TY  - JOUR
    T1  - Evaluation of Preparedness Towards Total Quality Management at Tertiary Hospital from Health Workers Perception: A Case Study
    AU  - Obi Ikechukwu Vincent
    AU  - Okoronkwo Ijeoma Lewechi
    AU  - Akubue Augustine Uchenna
    AU  - Ughasoro Maduka
    AU  - Akubue Ngozika Peace
    AU  - Uche Glory Igbo
    AU  - Nnanke Etimita
    AU  - Emeka Onugu
    AU  - Emmanuel Shekarau
    AU  - Abonyi Isaiah Chimezie
    AU  - Chine Paul Udoka
    AU  - Joseph Akem Ingwu
    Y1  - 2019/06/12
    PY  - 2019
    N1  - https://doi.org/10.11648/j.ejpm.20190702.12
    DO  - 10.11648/j.ejpm.20190702.12
    T2  - European Journal of Preventive Medicine
    JF  - European Journal of Preventive Medicine
    JO  - European Journal of Preventive Medicine
    SP  - 40
    EP  - 49
    PB  - Science Publishing Group
    SN  - 2330-8230
    UR  - https://doi.org/10.11648/j.ejpm.20190702.12
    AB  - Background: Total quality management (TQM) in any organization is a major determinant of efficient management of resources. In this era where hospitals provide the same type of services, it is only hospitals that have embraced TQM techniques that will survive. The study assessed the management preparedness to the implementation of TQM at University of Nigeria Teaching Hospital (UNTH) Ituku/ Ozalla from the Health workers perceptive. Methods: This study was a cross sectional descriptive study. Structured questionnaire was used to collect information on the demographic characteristics of the randomly selected staff of the UNTH and their assessment of UNTH under five major domains: organizational, interpersonal, facilities, environmental and economic. Focus group discussion was also used conducted among selected staff. Results: On influence of educational factors on level of response, the study showed it has no influence on staff awareness (p= 0.264) but it influenced quality of personnel (0.049), sufficient supervision (p = 0.039), feedback mechanism (p = 0.005) and record department being computerized (p = 0.04). Number of years on the job has influence on the availability of adequate resources (p = 0.027), quality of services (0.040) and record department being computerized (p = 0.041). On the influence of cadre, it showed that level of awareness was affected but quality of personnel (p = 0.014), quality of services (p = 0.019) and availability of functional diagnostic equipment (p = 0.027) was influenced. Conclusions: TQM have been shown to have improved the efficient management of resources with attendant maximization of output. It is important that management demonstrates commitment and provide enabling environment for its sustainability. Specifically, management should institute periodic performance measurement system and strengthen the training program in the hospital. There is a need to raise the awareness on the concept and develop methods and procedures in updating existing TQM guidelines.
    VL  - 7
    IS  - 2
    ER  - 

    Copy | Download

  • Sections