Total Quality Service in Healthcare

An Empirical Investigation

By Usha Manjunath

The healthcare industry is one of the most rapidly growing service industries in the world today. The central theme of all healthcare systems is "quality," which needs to be managed effectively for performance excellence and survival in today's business environment. The concept of quality at the organizational level has led to several innovations in quality management, from the traditional quality assurance to implementation of the philosophy of total quality management. This book reviews in detail the quality assurance, audit methods, quality award criteria, and total quality management in healthcare in India. After an introductory chapter on the quality management in healthcare organizations, the book discusses core issues in healthcare quality, quality assurance mechanisms, total quality management, and quality of healthcare services. Most recent developments, like India's NABH (National Accreditation Board for Hospitals & Healthcare Providers) accreditation for hospitals are also discussed. The book also looks at the research on quality dimensions and investigations which finally led to the development of an integrative framework on total service quality management for hospitals. An analysis of research work in quality management in Indian hospitals is included. The book makes a strong case for continuous improvement, based on total quality service management criteria.


288 pages

Publication Date: 3/1/2012
Format: Cloth
ISBN: 9788131604694