Abstract
M.Tech. (Operations Management)
This study has demonstrated that continuous quality improvement and total quality
management are the names for a philosophy of management that aims to help
outcomes in both the individual and organizations of all kinds, eliminating quality
waste during health care delivery service. In an effort to make a contribution to
addressing the current challenges, areas of poor patient and lack of quality health
care are explored in this study. Patients and healthcare professionals‟ views on
Quality Management (QM) practices are also explored. Therefore, for the purposes
of this dissertation, the researcher has expanded the QM definition. The poor patient
care and shortage of skilled nursing practitioners‟ in nursing has indicated the need
for top management commitment to measure, improve and provide high-quality
health care for all its citizens. This is mainly due to lack of quality knowledge and
skills, patients‟ education, and communication skills. In addition, no formalised
framework exists on how quality of care in the context of nursing should occur,
despite policy on quality health care being a legal requirement (National Department
of Health, 2007:11).
The purpose of this dissertation was to evaluate quality management practices in the
Ekurhuleni Metropolitan Municipality public hospitals. Quality management for health
care delivery in public hospitals in Gauteng Department of Health was determined
and conceptualised and a framework developed on which the improvement of a
quality strategy could be based. Altogether three (3) public hospitals throughout
Gauteng Ekurhuleni region participated in this dissertation.
A triangulation approach was adopted to collect data, analyse and answer the
research questions. In this dissertation both quantitative and qualitative methods of
data analysis were employed to analyse data derived from self-administered (open
and closed) questionnaires, whilst semi-structured interviews were also conducted
with the hospital unit manager (see Annexure 1 & 5).This, in turn, increased the
validity of the empirical study part of this dissertation and enhanced the rigorous use
of both quantitative and qualitative data.