REFLECTION OF THE VIEWS OF PATIENTS AND EMPLOYEES ON THE MANAGEMENT SYSTEM FOR CONTINUOUS PROCESS COORDINATION: AN INDICATOR DEVELOPMENT STUDY

Abstract

Aim: This study aimed to measure the reflections and contributions of patients and employees on the management process. Based on the data collected, a new indicator and related parameters were developed. Materials and Methods: The research method was based on observation and content analysis. The study included views of patients and employees submitted in 2014 and employee views from March 2015. Besides, monthly and annual evaluation reports about the opinions of patients and employees were examined. Results: The new method provided clear, understandable, and transparent data in evaluating stakeholder opinions. The 83% reflection rate of the views on the management process from the previous evaluation method dropped to 66% with the new evaluation method, which included only the realized processes. Discussion: The proposed indicator and methodic in this study offers beneficial results at every stage of the evaluation process while providing a coordination mechanism excluding unnecessary operations.

Keywords

• total quality management
• quality of health care
• stakeholder participation
• feedback
• quality indicators
• health care