"No more tears!" a local TQM formula for health promotion

International Journal of Health Care Quality Assurance

Volumn 17, Issue 3, 2004, Pages 135-145

  Arasli, Huseyin ^a   Ahmadeva, Lillia ^a  

^a EASTERN MEDITERRANEAN UNIVERSITY   (Turkey)

Author keywords

Continuous improvement; Cyprus; Health services; Hospitals; Total quality management

Indexed keywords

ADOLESCENT; ADULT; ARTICLE; COMPARATIVE STUDY; CONSUMER; CYPRUS; FEMALE; GOVERNMENT; HEALTH PROMOTION; HUMAN; MALE; MIDDLE AGED; NONBIOLOGICAL MODEL; ORGANIZATION AND MANAGEMENT; PRIVATE HOSPITAL; PUBLIC HOSPITAL; QUESTIONNAIRE; STANDARD; TOTAL QUALITY MANAGEMENT;

ADOLESCENT; ADULT; CONSUMER SATISFACTION; CYPRUS; FEMALE; HEALTH PROMOTION; HOSPITALS, PRIVATE; HOSPITALS, PUBLIC; HUMANS; LOCAL GOVERNMENT; MALE; MIDDLE AGED; MODELS, ORGANIZATIONAL; QUESTIONNAIRES; TOTAL QUALITY MANAGEMENT;

EID: 4344680605     PISSN: 09526862     EISSN: None     Source Type: Journal    
DOI: 10.1108/09526860410532775     Document Type: Article

References (25)

1. Amyx, D. and Bristow, D.N. (2001), "An empirical investigation of customer satisfaction with healthcare services", Marketing Intelligence and Planning, Vol. 19 No. 7, pp. 515-25.
2. Arasli, H. (2002), "Diagnosing whether northern Cyprus hotels are ready for TQM: an empirical analysis", Total Quality Management, Vol. 13 No. 3, pp. 347-64.
3. Atchison, A. (1992), "TQM: the questionable movement", Healthcare Financial Management, March, pp. 15-16.
4. Cleary, P.D. (1999), "The increasing importance of patient survey", British Medical Journal, Vol. 319 No. 7212, p. 720.
5. Gorst, J., Kanji, G. and Wallace, W. (1998), "Providing customer satisfaction", Total Quality Management, Vol. 9 No. 4/5, p. S100.
6. Grönroos, C. (1982), "A service quality model and its marketing implications", European Journal of Marketing, Vol. 18, pp. 36-44.
7. Hamilton, J. (1993), "Toppling the power of the pyramid", Hospitals, 5 January, pp. 38-41.
8. Hancock, T. (1999), "Creating health and health promoting hospitals: a worthy challenge for the twenty-first century", Leadership in Health Services, Vol. 12 No. 2.
9. Hill, F.M. and McCrocy, M.L. (1997), "An attempt to measure service quality at a Belfast maternity hospital: some methodological issues and some results", Total Quality Management, Vol. 8, p. 229.
10. Kibris Newspaper (2002), available at: http:/www.KibrisNewspaper.com, accessed 14 March, 2002.
11. Larrabee, J.H. and Bolden, L.V. (2001), "Defining patient- perceived quality of nursing care", Journal of Nursing Care Quality, Vol. 16 No. 1, pp. 36-60.
12. Levin, R.I. and Rubin, D.S. (1997), Statistics for Management, 7th ed., Prentice-Hall, Englewood Cliffs, NJ.
13. Lynn, M.R. and McMillen, B.J. (1999), "Do nurses know what patients think is important in nursing care?", Journal of Nursing Care Quality, Vol. 13 No. 5, pp. 65-74.
14. O'Malley, J.F. (1997), "From perceptions to delivery: customer satisfaction is driven for four factors", Marketing News, 22 October.
15. Ovretveit, J. (2000), "Total quality management in European healthcare", International Journal of Health Care Quality Assurance, Vol. 13 No. 2, pp. 74-9.
16. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1985), "A conceptual model of service quality and its implications for future research", Journal of Marketing, Vol. 49, pp. 41-50.
17. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SEVQUAL: a multiple item scale for measuring consumer perceptions of service quality", Journal of Retailing, Vol. 64, pp. 12-40.
18. Roberts, I.L. (1993), "Quality management in health care environments", International Journal of Health Care Quality Assurance, Vol. 6 No. 2, pp. 25-35.
19. Ross, S. (n.d.), "Large segment of work force unhappy with medical choice", available at: http://www.pathfinder.com/money/tatest/rbus/RB/ Nov24/455.htm
20. Schmittdiel, J., Selby, J.V., Grumbach, K. and Quesenberry, C.P. Jr (1997), "Choice of a personal physician and patient satisfaction in a health maintenance organization", Journal of the American Medical Association, Vol. 278 No. 19, pp. 1596-9.
21. Stitchler, J.F. and Weiss, M.E. (2000), "Through the eyes of the beholder: multiple perspectives on quality in women's health care", Quality Management in Health Care, Vol. 8 No. 4, pp. 1-13.
22. Thornber, M. (1991), "A model of continuous quality improvement for health service organizations", paper by Principal of Michael Thornber and Associates, Sydney, Australia.
23. Weyrauch, K.F. (1996), "Does continuity of care increase HMO patients' satisfaction with physician performance?", Journal of the American Board of Family Practice, Vol. 9 No. 1, pp. 31-6.
24. Yvonne, W. and Paul, C.I. (1999), "A simple method of evaluating patients' perceptions of their treatment and care", Bulletin of the Menninger Clinic, Vol. 63 No. 6.
25. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990), Delivering Quality Service, Free Press, New York, NY.