Abstract:

The main objective of health systems is to provide quality health service with low cost and high efficiency. Efficiency is not only related to lowering costs, but also to the satisfaction level of patients receiving service from health institutions. TQM is one of the measuring tools used to this quality service goal. The aim of the study is to determine the effect of total quality management practices on patient satisfaction. The study was conducted with patients who received polyclinic services from a private hospital in Istanbul. The study was carried out with 276 patients who applied to the outpatient clinics of the hospital in April 2019 by using face-to-face questionnaire method. Independent t test, ANOVA test and regression analysis were performed in the data analysis. It has been concluded that the use of TQM principles for health institutions to improve quality and patient satisfaction is a viable option.

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