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Related Experiment Videos

Seamless service: maintaining momentum.

N Grinstead1, R Timoney

  • 1Salomons Centre, Tunbridge Wells, UK.

Health Manpower Management
|December 9, 1993
PubMed
Summary

Mater Infirmorum Hospital implemented a Total Quality Management (TQM) strategy to enhance patient care and staff motivation. This initiative focused on customer-centricity, teamwork, and performance measurement through multidisciplinary workshops.

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Area of Science:

  • Healthcare Management
  • Quality Improvement in Healthcare
  • Organizational Psychology

Background:

  • The Mater Infirmorum Hospital sought to improve healthcare quality and staff engagement.
  • Previous performance metrics and patient feedback indicated areas for development.

Purpose of the Study:

  • To implement a Total Quality Management (TQM) strategy for enhanced patient care.
  • To foster a customer-focused organizational culture.
  • To improve teamwork and motivation across all staff levels.

Main Methods:

  • Comprehensive data collection from General Practitioners (GPs), patients, and hospital staff.
  • Development of a TQM strategy by management forums.
  • Organization of multilevel, multidisciplinary workshops for all staff.

Main Results:

  • Staff actively participated in designing customer care standards.
  • Teams were developed to drive customer-driven change.
  • Increased focus on customer needs and improved motivation observed.

Conclusions:

  • The TQM strategy successfully engaged staff in quality improvement.
  • Multidisciplinary workshops were effective in promoting customer-centricity and teamwork.
  • The initiative laid the groundwork for sustained, customer-driven change in healthcare delivery.

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