Özet:

Introduction: Health institutions have started to seek for a management philosophy which aims to meet the needs, expectations and demands of customers who use healthcare services, and to improve the quality of the healthcare services offered, besides reducing costs and ensuring sustainability. The fundamental condition for providing this management philosophy in the healthcare services which affect the quality of life of the people, not tolerant to any fault and are directly related to human life; it is concluded that the efforts of institutions to improve their corporate performance can be ensured by generating quality products and services in line with the needs, expectations and demands of the customers. Thus, the quality management system has become a part of both healthcare institutions and national health policies.  Purpose: The purpose of this study is to explain the developments in the field of quality management system in health institutions in summary, and to answer the question of to what extent they can be implemented in the health institutions in the near future. This study is a literature review which includes evaluation and interpretation of approaches for quality management system in health institutions. Method: In this study, secondary data obtained from articles scanned and included to the scope was used. As a data collection tool, document analysis as a qualitative research method was used. By using search engines EbscoHost, Science Direct, Google Academic, Emeraldinsight and Dergipark Akademik between the dates of 15.02.2018-30.03.2018, national and international scientific articles published in subtopics of quality management system in healthcare services and quality in health institutions between years 2010 and 2017 were searched. The scanned articles were eliminated depending on if it was a research on healthcare services or not. A total of 159,522 articles were found as a result of the key words scanned in specified databases, and 48 articles out of them complying with the desired criteria have been taken into consideration. Results: 41 out of 48 articles reviewed for years 2010 and 2017 are from national literature while 7 of them are from international literature. The highest number of articles (11 articles) was published in 2017, of which 9 are national.   Conclusion: By implementation of quality management system in health institutions, it is predicted that service quality, staff and patient satisfaction will increase, resources will be used effectively, and it will be helpful in making health expenditures more efficiently. As a result of the studies, this system which is desired to be implemented offers valuable results in terms of contributing to the targeted approaches in the health field. Keywords: Quality, Quality in Healthcare Services, Health Institutions, Quality Management System

Anahtar Kelimeler: