تطبيق إدارة الجودة الشاملة علي إدارة المستشفيات العامة في السودان دراسة حالة لمستشفي ابن سينا التخصصي بالخرطوم

Abstract

The present study is concerned with exploring the application of total quality management(TQM) in the administration of public hospitals in Sudan . The author chose Ibn-Sina hospital in Khartoum as a case for empirical study . The principal hypothesis of the study is that the application of total quality management in a hospital positively affects patient satisfaction with medical and non-medical services. And it similarlty affects employee satisfaction with the work environment, and his or her sense of responsibility and job satisfaction. The study therefore goes on to verify the hypothesis with respect to the folowing factors: (1) patient satisfaction about medical and non medical services which received in the hospital, (2) employee satisfaction with the work environment in the hospital, and (3) the sense of responsibility and job satisfaction on the part of the employee. The importance of the present study derives from the existing need for more empirical knowledge regarding the application of total quality management in public hospitals in Sudan. To peruse the research questions so raised, the author first reviewed available general literature on the subject . Then she collected the necessary empirical data by consulting relevant hospital records and reports, and through interviews conducted with the Chief Executive Director and relevant heads of department in the Federal ministry of Health and in Ibn Sina Hospital. The field study was then complemented by administration of a questionnaire, presenting questions perceived as most relevant to the factors identified above, on 60 patients and 50 employees of Ibn Sina Hospital. Upon analyzing the data, the study arrived at the following positive results or conclusion on the subject: Patient satisfaction about medical non-medical services (average 85%). Employee satisfaction about the work environment (average 70%). the sense of responsibility and job satisfaction (combined average65%). The study is organized into four chapters. The first chapter considers the theoretical aspects on both Hospital administration and total quality management.,The second chapter focuses on hospital administration in Sudan. The third chapter reports the questionneire survey. And the fourth chapter presents and discusses the conclusions and the results of the study