Adopting total quality management to enhance service delivery in medical records

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dc.contributor.author Adjei, E.
dc.contributor.author Mensah, M.
dc.date.accessioned 2021-02-18T10:43:23Z
dc.date.available 2021-02-18T10:43:23Z
dc.date.issued 2015-01
dc.identifier.uri http://ugspace.ug.edu.gh/handle/123456789/36060
dc.description Research Article en_US
dc.description.abstract Purpose – The purpose of this study is to determine the extent to which total quality management (TQM) initiatives can improve the quality of services delivery at the medical records unit of the Korle-Bu Teaching Hospital (KBTH) to help meet the expectations and aspirations of patients and customers of the hospital. Design/methodology/approach – This research adopted the survey strategy as its research design. The total study population consisted of 114 medical records staff of the KBTH. Questionnaires and personal observations were employed as the data collection instruments. The study recorded a response rate of 98 per cent. Data gathered from respondents were analysed in qualitative terms. Findings – The overall finding of this study was that, although the medical records department of the KBTH had a fair degree of understanding on the benefits of TQM to records management service delivery, the exiting values for TQM did not meet the framework of good TQM practice, principles and standards. Research limitations/implications – Even though the subjects for the study were from the biggest hospital in Ghana, the findings of this study may not be generalised to the whole country. Practical implications – The study has demonstrated the need for the medical records department of the KBTH to have and develop good TQM standards to improve the quality of services to patients and varied customers of the hospital. Originality/value – The literature reviewed indicated that this study is a maiden attempt to examine how TQM initiatives including sensitivity, customer satisfaction, commitment of top management, team work, effective leadership and participatory management, people development and effective and open communication can improve the quality of medical records service delivery at theKBTHin Ghana. en_US
dc.language.iso en en_US
dc.publisher Records Management Journal en_US
dc.subject Ghana en_US
dc.subject Korle-Bu Teaching Hospital en_US
dc.subject Medical records en_US
dc.subject Service delivery en_US
dc.subject Total quality management en_US
dc.title Adopting total quality management to enhance service delivery in medical records en_US
dc.title.alternative Exploring the case of the Korle-Bu Teaching Hospital in Ghana en_US
dc.type Article en_US


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