Total Quality Management for Better Hospital Services in Algeria

The last decades has witnessed a revolutionary array in health care dimensions. Terms like 'Total Quality Management', 'ISO-9000', 'Continuous Quality Management', 'Reengineering', 'Benchmarking' and ‘Accreditation' have embraced and got incorporated in the delivery of health care services. Health Care Systems throughout the world are undergoing significant changes. These changes are due to acknowledgment of either medical errors or system errors. Other factors responsible for these changes include: Legal obligation for quality management in some countries, assessment of service quality provision, the sophistication of medical care and increasing costs of health care. This study attempted to examine the extent to which MUSTAPHA DAMERJI Hospital in Algeria, as a case study, implemented TQM constructs. The study also aimed at investigating if there were significant differences in the respondents` perception on TQM implementation due to demographic variables (gender, age, education, and years of experience). For this purpose, a questionnaire was developed and distributed to (280) employees. Number of (250) questionnaires were returned which comprises 89.28% of the target sample. The study made some recommendations regarding TQM implementation that would assist management of hospitals to increase their organizational performance and effectiveness.