Total Quality Management and Integrated Care Models in Health Sector

Postgraduate Thesis uoadl:2898846 69 Read counter

Κατεύθυνση Σχεδιασμός και Διοίκηση Υπηρεσιών Υγείας
Library of the School of Health Sciences
Deposit date:
Theofilatou Maria-Eirini
Supervisors info:
Τζαβέλλα Φωτεινή, Επίκουρος Καθηγήτρια, Τμήμα Νοσηλευτικής, Πανεπιστήμιο Πελοποννήσου, Επιβλέπουσα
Τούντας Ιωάννης, Καθηγητής, Τμήμα Ιατρικής, ΕΚΠΑ
Καντζανού Μαρία, Επίκουρη Καθηγήτρια, Τμήμα Ιατρικής, ΕΚΠΑ
Original Title:
Διοίκηση Ολικής Ποιότητας και Μοντέλα Ολοκληρωμένης Φροντίδας στον τομέα της υγείας
Translated title:
Total Quality Management and Integrated Care Models in Health Sector
This master’s thesis aims to analyze the concept of Total Quality Management (TQM), its application and benefits, as well as to discuss the most important Integrated Care Models, and the results and benefits of their implementation, with emphasis on the healthcare field.
TQM refers to a people-centered administration system aiming to maximize the quality and value of the product or service provided to the customer (civilian or patient) and to his/her satisfaction at the minimum possible cost. For its implementation, technical tools for quality improvement and assurance are used. The benefits of implementing the TQM principles are multiple, resulting in increased long-term organizational performance, improved processes, increased competitiveness and reliability, as well as quality upgrading of administrative and health services.
In particular, regarding the field of healthcare, TQM implementation seems to achieve increased hospital effectiveness, improved quality of care provided as well as maximizing patient and healthcare professionals’ satisfaction. In addition, it has shown a positive outcome on enhancing team spirit and collaboration amongst employees and promoting a culture of safety and professionalism.
In attempting to improve the healthcare services rendered, a significant tool is used - namely the Integrated Care Models - which is driven by the satisfaction of the services recipient. The principal objective of the Integrated Care Models is to create and implement action plans focusing on patient’s needs, while linking and integrating all care services at the same time.
Integrated Care Models focus foremost on patient’s satisfaction, improving the perceived – apparent quality of care, building strong treatment relationships, and increasing accessibility to healthcare services. In this thesis, and in order to evaluate the benefits of applying TQM and Integrated Care Models, a review of the literature was carried out and an additional analysis of fourteen (14) primary researches within the last five years (2014-2019) was conducted.
Main subject category:
Health Sciences
Total Quality Management, Integrated Care Models
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