Evaluating health system personnel’s knowledge about total quality management in Gavdaran suburb in Zahedan (A pilot study)

Introduction: Total quality management(TQM) is a quality and team-based process focused on costumers, in order to achieve the strategic goals of the organization, through continuous improvement of processes. In health system customers are health care receivers which are almost not patients. Therefore improving health system management can hold clients into system. The aim of this study was to determine health system personnel’s knowledge about TQM.Methods: This is a pilot study done on 18 personnel of Gavdaran comprehensive rural health service center in Zahedan in Nov.2019. Data collection tool was a valid pre-prepared questionnaire in two parts, demographic characteristics section and familiarity with TQM section. Items evaluated in questionnaire were: 1)Attention to clients 2)Continuous improvement 3)Team work and involvement 4)Management commitment 5)Training and development 6)Departments connections 7)Evaluation and feedback. Descriptive analysis of data done by SPSS. Results: Analysis of demographic results showed that55percent of personnel were female and 45%were male.11percent were under30years old.55%were between30-40 years.28%were between40-50years. 6%were over50years.22%of them had diploma and either doctorate degree. 39%were bachelor s degree.17%were associate s degree.17%were under5 and either over15year service history.61%were between10-15years and 5%were between5-10year work history. In item of questioniare maximum score were training and development, continuous improvement and management commitment respectively. Maximum scores were given by over50year old people and minimum scores were for40-50years. Max and min scores were given respectively by personnel with5-10 and over15 years work history. And according to education degree max and min scores were given by diploma and doctorate degrees orderly.Conclusion: overall knowledge of the young employees were good because of recent graduation and up to date knowledge. And personnel with more work duration because of better experience given better scores. For better decision I suggest studies in bigger sample size. And for improving personnel s knowledge, I recommend courses about TQM in in-service retraining.