EVALUATION OF QUALITY MANAGEMENT SYSTEM IMLEMENTATION IN HEALTHCARE SERVICE: A CASE OF ST.PAUL HOSPITAL MILLENNIUM MEDICAL COLLEGE (SPHMMC)

Abstract

This research has been conducted to evaluate the quality management system implementation in healthcare service in the case of St. Paul hospital millennium medical college (SPHMMC). The research has adopted a qualitative and quantitative approach. A descriptive research approach was employed using a questionnaire and interview to get primary data from employees of SPHMMC and the secondary sources of data were the literatures available and the documents related to QMS. The data were collected with a response rate of 100% from the distributed one hundred sixty seven (167) questionnaires and analysed using descriptive statistics focusing on the mean, standard deviation and percentages, which is calculated using statistical package for the social sciences (SPSS) version 26. The research work has identified lack of employee’s commitment, lack of resources allocation, insufficient training about QMS implementation as a challenge to implementation of Quality Management System in the Organization. The benefits of the SPHMMC from implementation of QMS practices also listed in this study such as, increase patient and employee’ satisfaction, reduce medical error, competitive advantage. This study finally recommended that all potential problems identified in the implementation of QMS to be given a due attention and appropriate preventive and corrective actions planned ahead during the planning and development stage of the system.