Total quality and innovation management in hospital

Abstract

Previously, quality of care and customers' satisfaction in healthcare services is fulfilled only through total quality management (TQM) which as a core management philosophy, as adopted by many healthcare organizations. Nevertheless, TQM focuses on incremental improvement may prove insufficient to address the new technology and innovation-driven organization with a faster pace. Therefore, this research aimed to integrate quality and innovation management in healthcare affecting healthcare performance. To propose the key factor of both TQM and innovation management in healthcare, we conducted a systematic literature review. Then, TQM and innovation management factors were combined and integrated with ISO 56002 as to the core axis that corresponds to the dimensions in TQIM-H. The TQIM-H is comprised of seven dimensions had a highly positive effect on sustainable innovation. Then, the developed TQIM-H was integrated with the theory of inventive problem solving (TRIZ) through the Delphi method with 30 healthcare experts, resulting in the TQIM-H inventive principle. The TQIM-H inventive principle was confirmed and validated by using confirmatory factor analyses (CFA) and structural equation modeling (SEM). Finally, a TQIM-H program was developed from the knowledge and key characteristics related to the TQIM-H concept obtained in the previous step. The program with a user-friendly user interface would help innovators in understanding TQIM-H which would then help guide healthcare innovation development. After using the TQIM-H program, the feasibility and acceptability of the TQIM-H program were evaluated based on the Technology Acceptance Theory (TAM).