PubMed · 6714955
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B Portugal. 1984-05-16. Joint ventures with pathologists touted.. https://pubmed.ncbi.nlm.nih.gov/6714955/
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Health care in a department of rheumatology was evaluated by interviewing 15 patients by a person not associated with the department. The patients' evaluation of the health care was then further evaluated by 264 former patients and the staff. There was a considerable mismatch between the patients' and staff's rating of the problems. The patients' feedback was then used systematically to choose between alternative methods of organising and providing the health care, and the effect of this was then re-evaluated by the patients.
In mid-1992, improvement of quality of service was set as a major goal in the framework of a 5-year plan at this hospital. This subject was selected in preparation for a new era in health care emerging in the world in general, and in Israel in particular. 6 problematic departments with high potential for improvement were chosen for the first stage of implementing a total quality management program (TQM). The goal was to gain experience through the implementation of TQM in a few medical and nonmedical departments in preparation for implementing TQM in the entire hospital. This process is ongoing and the first conclusions and perspectives are now being studied by all involved.