Adopting total quality management to enhance service delivery in medical records
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Date
2015-01
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Records Management Journal
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.
Description
Research Article
Keywords
Ghana, Korle-Bu Teaching Hospital, Medical records, Service delivery, Total quality management