Original Article

Designing a Quality Management Model for Health Services in Iran

Abstract

Introduction: Nowadays, the quality of services, especially in high volume clients, such as financial and care services, has become increasingly important. Therefore, quality of service in accordance with professional standards and customer expectations is important and a first step for it is a quality improvement.
Objective: The purpose of this study was to design a quality management model for providing health care in Iran.
Method: In this study, the comparative method was used to evaluate the health care quality indicators in selected countries (America-England-Japan-Malaysia-Egypt) and to compare their health care strategies. Hospital managers and people responsible for improving hospital quality in Iran have been involved in this research (377 questionnaire were analyzed). The study lasted from September 2018 to September 2019. Maxqda software was used to classify the adaptive variables. Maxqda software was used to classify the adaptive variables. LISREL software were used- Exploratory and confirmatory factor analysis- to identify the dimensions and validation of the mode .
Results: Twenty-four types of health care variables were identified from 6 countries. Exploratory factor analysis and questionnaire resulted in four general criteri: Quality Assurance, Quality Planning, Quality Control and Quality Improvement. Confirmatory factor analysis also showed that the identified dimensions are valid .
Conclusion: Considering that guarantee,control, planning and quality improvement have the highest impact respectively, continuous planning at the level of hospitals can lead to a significant increase in the quality of health care delivery .

1-Mosadeghrad A, Factors Affecting Medical Service Quality, Iran J Public Health. 2014; 43(2): 210–220. [Persian In]
2- Cetindere A, Cengiz D, Makbule Seda Y. The effects of total quality management on the business performance: An application in the province of Kütahya, Procedia Economics and Finance. 2015; 23(4): 1376-82
3- Fikry F. M.I.Development of a model for healthcare service quality: An application to the private healthcare sector . [Dissertation]. [ The Netherlands]: University College Netherlands .2008; 250p. 4-Sack C, Scherag A, Tkes PL, Nther WG. Is there an association between hospital accreditation and patient satisfaction with hospital care? a survey of 37000 patients treated by 73 hospitals. Int J Qual Health Care. 2011; 23(3): 278-83
5- Vosough T, Dizaj A, Ezabadi Z, Takbiri A, Baniasadi A. Patient centeredness analysis in infertility care of royan institute from patient`s point of view. Payesh journal. 2016; 15(3):325-32.
6- Hamidi Y1, Zamanparvar A. Quality Management in Health Systems of Developed and Developing Countries: Which Approaches and Models are Appropriate?, Journal of Research in Health Sciences: JRHS .2008; 8(2): 40-50
7-Schumacher R J, Translated by Qasemi V. Introduction to Structural Equation Modeling, Tehran. Publications Sociologists. 2009. [In Persian].
8- Rouhani Z, Norouzi T, Najafi SI. Evaluation of Quality of Service at Amir Oncology Hospital Based on SERVQUAL Model from the Perspective of patients, patient family, staff, and learners and ways to improve them. International Conference on Modern Research in Industrial Engineering and Management. [Internet]. Tehran, Ilyas Capital Idea Managers. 2014 August .[Cited 2014 Septamber]; Available from: https://www. civilica. com/Paper-ICMNGCONF01ICMNGCONF01_373. [In Persian].
9-Hosseinpour H, Habibollah NH, Fereydoon A. Investigating the Relationship between Accreditation and Hospital Performance in Mashhad Public Hospitals, Second International Conference on Modern Research in Management, Economics and Accounting. Kuala Lumpur-Malaysia, Institute Excellent Karin[Internet]. 2013 Jun. [ cited 2014 May 4th] . Available from: https://www. civilica. com/Paper-MRMEA02-MRMEA02_022. html[In Persian].
10-Del Bahari V, Abdi A . Identification and Prioritization of Factors Affecting Comprehensive Quality Management Implementation Using Hierarchical Analysis Techniques, Process Engineering Quarterly. 2017; Available from ،https://www. civilica. com/Paper-JR_JPEN-JR_JPEN-4-10_001. [In Persian].
11- Bahadori M, Teymourzadeh E, Ravangard R, Saadati M. "Accreditation effects on health service quality: nurse viewpoints", International Journal of Health Care Quality Assurance; 2018. 31 ( 7): 697-703.
12- Carrasco-Peralta J. A. , M. HerreraUsagre, V. Reyes-Alcázar, A. Torres-Olivera. Healthcare accreditation as trigger of organisational change: The view of professionals. Journal of Healthcare Quality Research [Internet]. 2019. [ cited 2019 Februar]. Availablefromhttps://www.researchgate. net/publication/330815227_Healthcare _accreditation_as_trigger_of_organisational change: The_view_of_professionals.Journal of Healthcare Quality Research [Internet]. 2019. [ cited 2019
Februar]. Availablefromhttps://www.researchgate. net/publication/330815227_Healthcare _accreditation_as_trigger_of_organisat ional_change_The_view_of_professio nals.
13- Kaur Jaspal, Nobuyuki Hamajima, Eiko Yamamoto, Yu Mon Saw, Suraya Hani SharonPatient
tisfaction on the utilization of traditional and complementary medicine services at public hospitals in Malaysia, Complementary Therapies in Medicine. 2019; 42 (2): 422-428.
14- Lichtman Judith H. , Erica C, Leifheit Y, Larry B. Goldstein. Hospital Quality Metrics: “America's Best Hospitals” and Outcomes After Ischemic Stroke, Journal of Stroke and Cerebrovascular Diseases. 2019; 28( 2): 430434.
15- Kelley E,Hurst J. Health Care Quality Indicators Project Conceptual Framework Paper, Organisation de Coopération et de Développement Economiques Organisation for Economic Co-operation and Development. 2006. [cited 2006 Februar]. Available from :www. oecd. rg/els/health/workingpapers.
16- Aghaei Hashjin A. Quality assurance strategies in hospitals: Development, implementation and impact of quality assurance methods in Iranian hospitals dissertation]. [University of Amsterdam].2015 ; 233 p.
17- Allen D,( 2016), "The importance, challenges and prospects of taking work practices into account for healthcare quality improvement: Nursing work and patient status at a glance white boards", Journal of Health Organization and Management, 2014; 30, (4) 672-689.Available from https:// doi. org/10. 1108/JHOM-04-2014-0062.
18- Zhanming L, Peter F. Howard S, Leggat, Timothy Bartram. Development and validation of health service management competencies. Journal of Health Organization and Management, 2018; 32 ( 2): 157-175.
19-Sandra C. Buttigieg, Gauci D, Prasanta D. Continuous quality improvement in a Maltese hospital using logical framework analysis. Journal of Health Organization and Management. 2016; 30 ( 7):1026-1046.
Files
IssueVol 5 No 3 (2019) QRcode
SectionOriginal Article(s)
Published2020-06-15
DOI https://doi.org/10.18502/jbe.v5i3.3622
Keywords
Quality management; Health services; Quality assurance; Quality planning; Quality control; Quality improvement

Rights and permissions
Creative Commons License This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
How to Cite
1.
Zarei V, Tabibi SJ, Mahmoudi M, Riahi L. Designing a Quality Management Model for Health Services in Iran. jbe. 5(3):246-258.