CCH has a long history of using questionnaires to investigate patient satisfaction. When our department first took on the responsibility for these surveys, we interviewed staff to see who had designed the system. However, no one knew. Ten years ago, the hospital implemented Total Quality Management (TQM) and …
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In order to further understand the difficulties encountered by staff members actively involved in our quality control circle (QCC) program, as well as to have an opportunity to inspect and advise on their work, we instituted an on-site visit schedule starting with QCC groups enrolled in our sixth cycle. During these inspections, we received lots of valuable feedback, including many complaints…
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Many people visit a hospital: patients, their families, staff, local and national compliance inspectors, hospital accreditation surveyors, and groups from other hospitals come to study. They all gain their first impressions from the general housekeeping observed at the hospital. They clearly equate cleanliness, orderliness, and tidiness with environmental consciousness and a focus on health and safety excellence…
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