Quality management approach toward high performance nursing organization: a case study of Siriraj Hospital

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Project Title  : Quality management approach toward high performance nursing organization: a case study of Siriraj Hospital
By                   :  Miss Dusanee Yosthong, Asst. Prof Dr.Chaiyanant  Panyasiri, Professor Emeritus Dr.Suthep  Chaovalit
Advisor          :  Asst. Prof Dr.Chaiyanant  Panyasiri, Professor Emeritus Dr.Suthep  Chaovalit
Degree           :  Doctor of Philosophy Program in Management
Major             :  Management
Faculty          :  Graduate Schools
Academic year   :  2018


Abstract

            The aims of this research were 1) to study the current conditions of the quality management of nursing organization in Siriraj Hospital 2) to study the problems, obstacles and supporting factors on quality management development toward a high-performance nursing organization in Siriraj Hospital  and 3)  to propose a quality management approach toward  a high-performance nursing organization in Siriraj Hospital. This research employed qualitative methodology in which the all data were collected from several sources including documents on policy and strategy, participant observation, and in-depth interviews of the semi-structured form with the executives and nurses in Siriraj Hospital and other nursing organizations.  Focus group sessions had also been conducted with the executives of Siriraj nursing organization.

According to the study, the nursing organization of Siriraj Hospital has systematically developed quality of health services and nursing personnel since 1998.  It is considered to be one of the divisions that contribute greatly to Siriraj Hospital to achieve numerous prestigious awards as an outstanding hospital in quality management. The major factor that fosters quality management in nursing organization of Siriraj Hospital involves having nurse leaders and staff nurses with a culture of accepting change in organization, making the organization develop continuously. Other supporting factors include: 1) nurse leaders’ persistent quality attributes and competency, 2) knowledge and competency of the nursing staff, 3) being a hospital under the Faculty of Medicine Siriraj Hospital, where knowledge has been constantly created and continuously developed. 4) a strong organization culture. 5) high experience of continuous organizational quality development and 6) responsive teamwork to take on development challenges and missions. The development of management of nursing organization in Siriraj Hospital had the following obstacles including: 1) an over-bureaucracy in its size and structure, 2) the autonomy of the organization, 3) the communication in the organization through many personnel layers, 4) overpopulated incoming numbers of patients and relatives, 5) incompetent information technology, 6) insufficient nursing personnel, and 7) the lack of recruitment system.  In addition to the seven aspects of the public sector management of quality award framework, the results reveal that transformational leadership and systematic networking and partnering are essential to further improve quality management toward a high performance of nursing organization in Siriraj Hospital.

Recommendations based on the results of the study include; 1)   qualified nurse leaders with the right characteristics in leading a high-performance organization, 2)   strategic mapping that enables comprehensible communication, 3) prioritize customer support and increase customer relationship by adding channels of communication to deliver and to receive customer information, 4)   an effective IT system capable of connecting data at all operational units, 5) a close cooperation between the educational institution and the nursing organization  to produce qualified personnel with professional attitude on the nursing professionalism, and 6)  an upgrading service process with state-of-the-art technology.

Keywords:  Quality management,  High performance, Siriraj Hospital.


Quality management approach toward high performance nursing organization: a case study of Siriraj Hospital

Doctor of Philosophy Program in Management, Siam University, Thailand

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