Knowledge and awareness of Quality Management (QM) of Private Hospitals among the employees of selected Private Hospitals’ setup of Chattagram City, Bangladesh

Introduction: Quality management has become an important focus in healthcare organizations (hospitals) during the last couple of decades due to governmental regulations, influence of customers and hospital management initiatives. The healthcare market is now changing from a producer-oriented to a customer-oriented market due to the increasing influence of customers and public pressures. The purpose of this study is to provide a framework for implementing the total quality management (TQM) concept that is compatible with the local culture of Bangladesh. Methods: The survey has been done with 120 participants through a semi-structured and modified interview in some selected hospitals of Chattagram City, Bangladesh. A Non-Probability purposive sampling method was followed. Result: The findings indicate a significant positive relationship between the private hospital service quality and TQM. TQM factors such as the individual’s socio-demographic factors, employees/customer satisfaction, employee involvement, employees knowledge & attitude, continual improvement, processes, and top management commitment predict the variation in the service quality of the private hospital services in Chattogram city, Bangladesh. The findings show that the continual improvements by these selected private hospitals are the key to successfully adopt, improve and implement an effective TQM system inside their organizations. Conclusion: Employees of these private hospitals have very poor knowledge of TQM, lack of adequate ongoing training & education and the high direct relationship between the continual improvements and processes of quality services. It was the highest influence among two factors in TQM. The other notable point is processes that influence service quality negatively, so processes must be aligned with continual improvements in a way that facilitates the work functions in the targeted organizations. Besides, the complex processes that add more bureaucratic practices in the work will influence the Service quality negatively.