Sağlık Kurumlarında Ortaya Çıkan Kalite Maliyetleri Hakkında Çalışan Algıları: Bir Üniversite Hastanesi Örneği
Employee Perceptions About Quality Costs in Health Institutions: A University Hospital Case

Summary/Abstract: The cost of quality refers to the expenditures incurred by organizations in their quality management efforts, as well as the additional costs resulting from the provision of substandard goods or services. By providing evidence-based data, quality costs help justify the expenditures and investments made in improvement initiatives and allow for the examination of their impacts. Furthermore, these costs make it possible to observe the influence of quality-related practices on institutional performance, while positively affecting employees’ engagement in total quality management (TQM) activities, ultimately contributing to increased patient satisfaction. Therefore, measuring quality costs and enhancing awareness among both managers and staff are of considerable importance. This study aims to assess the perceptions of employees working in a university hospital regarding quality costs in healthcare institutions and to determine whether these perceptions differ across various demographic and occupational variables. A questionnaire is used as the data collection tool, and 300 responses are included in the analysis. The data are analyzed using SPSS version 22, and t-tests, one-way analysis of variance (ANOVA), and Tukey posthoc tests are applied. The findings indicate that participants generally exhibit a high level of awareness regarding quality costs in healthcare institutions. They consider the improvement of quality in healthcare services to be a matter of vital importance and a key factor in enhancing patient satisfaction. Furthermore, employees’ perceptions of quality costs in healthcare institutions vary significantly according to gender, age, level of education, profession, and the unit in which they work.

• Details
• Contents