Document Type : Original Article
Authors
1 PhD Student, Health Services Management, Baghiatallah University of Medical Sciences, Tehran, Iran
2 Assistant Professor, Health Services Management, Baghiatallah University of Medical Sciences, Tehran, Iran
3 Assistant Professor, Neuroscience, Kerman University of Medical Sciences, Kerman, Iran
4 Associate Professor, Health Services Management, Baghiatallah University of Medical Sciences, Tehran, Iran
Abstract
Introduction: today, paying attention to quality in servicing organizations has been universal. Many of servicing organizations including hospitals have started to take certificate of quality management system (ISO 9000). This study is aimed to present viewpoints and experiences of personnel in three hospitals holding certificate of quality management system Methodology: this study was done qualitatively by phenomenological method in 2012 on 30 personnel in different wards of Kerman hospitals including Hazrat-e Fatemeh, Beheshti and Kashani. Structured and semi-structured interviews and group discussion have been used to gather data. Interviews were recorded and hand-written then they were studied based on content analysis. Results: among 46 contents, four main contents of improvement, promotion, lack of commitment of top managers and lack of involvement of personnel were obtained. Despite positive viewpoints of personnel towards quality management system, they stated that performance of the system is inefficient in their hospitals due to lack of involvement of personnel specially doctors, lack of commitment of managers and lack of certificate in order to use it as a promotion. Discussion: establishment of quality management system in hospitals does not guarantee quality of their services. Successful establishment of the system depends on different factors such as training, commitment of top managers and involvement of all personnel particularly doctors. Keywords: Total Quality Management; Hospitals; Personnel
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