| Research Abstract |
The methodology of multi-axial evaluation of management quality of health care organizations was developed and validated as follows :
1 : As frameworks to evaluate hospital management comprehensively, the hospital accreditation method, management quality award assessment criteria, and ISO and BS management system requirements were compared and examined. The following elements are the commonly important for the effective management and they need to be improved. in most of healthcare organizations : Leadership integrated with policy deployment, management by objective, and clinical governance ; process-oriented intra-and inter-departmental collaboration, standardization of process, systematic planning at individual care level and at the organizational level, the system of management of complaints and incidents and thorough follow-up of improvement and corrective actions, performance measurement and feedback, customer satisfaction. The distribution, correlates and inter-relationship were analyzed on customer satisfaction, staff satisfaction and organizational improvement activities. Substantial variation among hospitals were found and satisfaction was found to be dependent upon the patient physical and mental status and also on expectation. Dimension specific interrelation was found among the subscales of job satisfaction and quality improvement activities.
Clinical indicators including process and outcome aspects were measured among more than 100 hospitals in cases of ischemic heart diseases, myoma uterus, femoral neck fracture, clipping surgery. They varied among healthcare organizations, and these variation got widened after the risk adjustment. Besides income, costs were measured by use if the patient-level costing framework which was developed by the author. revenue, cost and profit were measured and analyzed at various levels of health care at model hospitals, and the methods too use these data for the organizational management were examined.
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