The Role of Quality Management System in Patient Satisfaction and its Benefits: A Study on Healthcare Sector of North Bengal
Keywords:
Compliance, Healthcare, Implementation, ISO 9001, Quality Management SystemAbstract
There is less or no research works done to date on the implementation of quality management system in healthcare in North Bengal. It is a general opinion that implementation of quality management system in healthcare brings safety to the patients, technical proficiency, politeness, good behavior of staff toward the patients, cheerful treatment environment, on-time accurate treatment, maintaining correct treatment procedures, patient feedback and immediate action, proper record keeping, quality treatment at inexpensive price, transparency in the services, proper diagnostic services, availability of canteen, ambulance, pharmacy, etc. The study tried to find out the level of patient satisfaction after implementation of quality management system in healthcare organisations and the benefits organisation received. The study was conducted under the real condition of the hospitals and on 60 patients and 30 hospital staff. The study on patients was conducted on both ISO 9001 based quality management system certified hospital and a non-certified hospital whereas, the staff sample was selected from the certified hospital only. The study on patient depicts that there is no significant change in patient satisfaction after implementation of the quality management system and the staff feels that there is a modest improvement in the overall operational processes of the organisation.
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