TeamWorks: a model for continuous quality improvement in the health care industry

Total quality management (TQM) or continuous quality improvement (CQI) are terms no longer being used exclusively within the manufacturing industry sector. Health care facilities, such as hospitals and nursing homes, are beginning to actively compete with each other for patients as well as face new regulations from the government. Hence, it is imperative that these facilities reevaluate their services and correct any production problems in order to be cost-effective and efficient in providing quality. Therefore, the objective of this article is to describe a model developed for improvement of hospital-wide services provided by the Baptist Health Systems' Montclair facility, a private, community hospital located in Birmingham, Alabama. The TeamWorks for Quality model, used to charter over 40 teams, illustrates how managers and employees can build a multifaceted process that delivers services in excess of customer expectations.