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Achieving Total Quality Management in Public Health Systems

International Council on Management of Population Programmes (ICOMP), 141 Jalan Dahlia, Taman Uda Jaya, 68000 Ampang, Kuala Lumpur, Malaysia

Maj-Britt Dohlie

Quality Improvement, AVSC International, New York, USA

Considerable attention is being paid to improving quality of care in public health systems because of both the need to respond to customer concerns and cost consider ations. Many governments, following industrial organisations, have been attempting to implement total quality management (TQM). The experience of TQM implementa tion has been mixed, however. The paper reviews the Malaysian experience of imple menting TQM. It also reviews the experience of interventions to improve quality of care in family planning and reproductive health programmes to illustrate what is needed to improve quality of care for public health programmes. Based on the review the paper suggests that an incremental approach, realistic expectations, building on what exists, and persistence would result in reduced frustrations in improving quality of care and ultimately lead to TQM.

Journal of Health Management, Vol. 1, No. 2, 301-322 (1999)
DOI: 10.1177/097206349900100208


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