Advances in Nursing & Midwifery

چکیده

Basic requirements for implementation of total quality management in Centers of Emergency Medical Services in Iran according EFQM model

Abedsaeedi, Z¹. (PhD); Mozafari,M².*((PhD); Pazargadi,M.³(PhD);  Alavi majd, H.⁴ (PhD)

1. Assistant Professor, Dept of Medical Surgical, Faculty of  Nursing & Midwifery, Shahid Beheshti University of Medical Sciences, Tehran, Iran

2. PhD Student, Dept of Nursing, Faculty of Nursing & Midwifery, Shahid Beheshti University of Medical Sciences, Lecturer, Ilam University of Medical Sciences, Ilam, Iran

3. Associate Professor, Dept. of Management, Faculty of Nursing & Midwifery, Shahid Beheshti University of Medical Sciences, Tehran, Iran

4. Associate Professor, Dept. of Biostatistics. Faculty of Paramedicine, Shahid Beheshti University of Medical Sciences, Tehran, Iran

Abstract

Background and aim

Successful implementation of TQM requires a committed leadership, customer – based approaches, process management, efficient communication, knowledge management, empowerment and involvement of staff and an organizational culture for continuous quality improvement. The aim of this study was to assess basic requirements for implementation TQM in Centers of Emergency Medical Services in Iran according EFQM model.

Materials and methods

In this descriptive study, all of operational and official stations of Medical Emergency services  in Ilam, Bushehr, Mazandaran, Ardebil, West Azerbaijan and Yazd province, one half of operational stations in city of Tehran, Sistan–Baluchestan, Khorasan-razavi and Isfahan, were included. All senior managers  and personnel of these centers  and a random sample   of 3246 customers who have  received  care during the last 6 months were selected. By using a 189 –item’s rating scale and 4 questionnaires; leadership style, job and patients satisfaction and state of organizational empowering, according to 5 enabler criteria, from  EFQM  model was assessed. Validity of instruments by measuring content validity and reliability by internal consistency and test-retest confirmed. Descriptive and inferential statistics used for analyzing data.

Findings

The overall mean score was 168.4±34.6 out of 500; therefore, the selected divisions were labeled as drifters organizations which were in early stage of quality improvement road. In comparison, the Tehran, Isfahan and Khorasan-razavi centers with more score labeled as improver’s organizations. At the entire, leadership criterion obtained minimum (26.6%) and people criterion obtained maximum (39%) mean scores.

Conclusion

Results showed that enabler criteria of the EMS centers in Iran need to reinforcement. It is essential enhancing the knowledge and attitude of managers and personnel about quality improvement principles. Additionally, establishing the management by process, creating customer focused approach and culture of continuous improvement, empowering employees and constituting quality circles are appropriate interventions that should be considered

Keywords: European Foundation for Quality Management (EFQM), Total Quality Management (TQM), Center for Management of Accidents and Emergencies, Emergency System, Enabler criteria.

^*Corresponding Author: Mosayeb, Mozafari. Dept of Nursing. Faculty of Nursing & Midwifery, Ilam University of Medical Sciences, Ilam, Iran, Banganjab.

E-mail: Mozafaric@yahoo.com