Özet:

Purpose- The goal of this study is to emphasize the importance of total quality management practices in health services in order to ensure patient satisfaction and to create customer loyalty. Methodology- The methodology of this study is a thorough literature review of Total Quality Management in health services. Findings- Health services are a vital service area that does not accept mistakes and is directly related to human life. Due to the fact that its area of interest is human health and human life, quality in health services appears as a necessity rather than a choice. It is possible for societies to live in health and well-being if the individuals that make up that society are healthy. Protection of individual health and investments and sanctions aimed at protecting this are the most fundamental steps in the health of the society. The implementation of patient rights within the health system has brought the concept of "Quality Health Care" to our agenda. Quality in health care; it includes the diagnosis and treatment services to be in accordance with modern medical science, scientific standards and norms, and the services provided to meet patient expectations. Conclusion- The fact that health services are directly related to human life, the fact that mistakes to be made will cost expensive, the obligation to provide services with zero margin of error have made it obligatory to provide quality health services in health services and therefore in health institutions.

Anahtar Kelimeler: