Study of Health Care Quality Management Practices Effect on the Performance of the Hospitals
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“Quality is doing the right things for the right people at the right time, doing them right first time and every time.”[1] All hospitals provide the same type of service, but they don’t provide the same quality of service. As hospitals in India are not only growing in number but in size, complexity and the types of services provided, there is an ever-growing need for professional management of hospitals. Many MNC, Indian hospitals are getting ISO certification; global healthcare is undergoing the US Joint Commission on Accreditation of Healthcare organizations (JCAHO) certification process, QCI-NABH, NABL, NHSRC-NQAS, LaQshya, MusQan certification and Six Sigma, Lean etc. To achieve service excellence, hospitals must strive for zero defects retaining every customer; which require continuous efforts to improve the quality of the service delivery system.
The healthcare sector is one of the world’s biggest and fastest-developing sectors, consuming more than 12 percent of the GDP of most developed countries. Healthcare industry in India comprises hospitals, medical devices/ instruments, equipment, clinical trials, outsourcing, drugs/ telemedicine, medical tourism, health insurance; generating revenue of US 2.8$ Trillion approximately and most challenging sectors. Indian Healthcare has emerged to be one of the largest service sectors of the country contributing to 2.1 percent GDP and 04 million people being offered jobs in the industry.
Health care Performance (HP) dimension measures of health-care service, such as the level of medical quality, patient length of stay for care in hospital and bed cycle time etc. And Non Health care Performance (NHP) dimension contains measures, such as customer satisfaction, financial benefits and market development and reputation among major customer segments etc. In this study, human resource management practices for the success of quality management; employee involvement, empowerment, recognition, teamwork, Satisfied, motivated, trained, committed hospital employees are needed and evaluated.
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