A survey on self-assessment of hospital services using the Baldrige quality criteria

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A survey on self-assessment of hospital services using the Baldrige quality criteria


Author: Li, Siu-hung
Title: A survey on self-assessment of hospital services using the Baldrige quality criteria
Degree: M.Sc.
Year: 2000
Subject: Public hospitals -- China -- Hong Kong -- Administration
Health services administration -- China -- Hong Kong
Medical care -- China -- Hong Kong -- Quality control
Total quality management -- China -- Hong Kong
Hong Kong Polytechnic University -- Dissertations
Department: Multi-disciplinary Studies
Dept. of Management
Pages: iii, 58, [2] leaves : col. ill. ; 30 cm
Language: English
InnoPac Record: http://library.polyu.edu.hk/record=b1569006
URI: http://theses.lib.polyu.edu.hk/handle/200/5031
Abstract: To cope with the global changes in social-economic environment, health care organizations have to face tremendous challenges, such as aging population, new diseases patterns. On one hand health care costs are getting higher, but on the other hand, public are demanding more quality health services than ever. To meet such demand with limited resources, health care organizations have to improve both efficiency and effectiveness of health services. The establishment of Hospital Authority has created organization culture of quality. The application of TQM approach has been introduced and widely implemented in hospitals. It is believed that TQM will lead to higher quality services, better staff morale, lower the cost of service delivery, and increase customer satisfaction. Many health care organizations hence have adopted different models as framework for quality improvements. The study intents to examine the quality performance of a hospital by using Malcolm Baldrige National Quality Award criteria. The Baldrige Award has been credibility as a benchmarking assessment and improvement device. With reference to the Baldrige criteria, a simple questionnaire was designed to make a "snapshot" self-assessment of organizational excellence. It was a self-administered questionnaire which the reliability had been tested. Under each Baldrige subcategory, a five-point Likert scale was giving for rating. Questionnaires were sent out to a purposive sample of 68 managerial grade staff at a 800-beds acute hospital. They include doctors, nurses, allied health staff and administrators. 35 completed questionnaires were returned. Data analysis showed significant differences in sex and management experience against the level of agreement in quality performances of the hospital. The findings indicated that the overall hospital performance based on Baldrige criteria was above average. Comparatively, customer focus and satisfaction got the highest score whist human resource development and management was the lowest among the seven categories. These can be served as a baseline for the hospital management to make further improvement and strive for excellence services. The limitation of the study is delineated.

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