Cultural Assessment of Tripler Regional Medical Center

摘要

Can satisfaction of an organization be improved by using Total Quality Management methods. Can the changes in satisfaction be measured and quantified using a survey instrument. These were just a few of the questions facing the leadership at Tripler Regional Medical Center. Tripler Regional Medical Center, like all other military hospitals, is at a crossroad. The beneficiaries of military medicine are now being offered choices in whether or not to seek care in military facilities. The revenues for Tripler are being based primarily on the number of beneficiaries who choose to seek care at this hospital. Whether or not Tripler is able to retain its position as the facility of choice for its target population will be based on the ability to add value to the beneficiaries. The path Tripler Regional Medical Center has chosen to achieve the level of service quality required to sustain or grow its customer base is through embracing Total Quality Management (TQM). Over the past two years, Tripler has invested heavily in TQM training and in employing TQM management methods. The goals of this training include improvement in management, service quality, and in employee satisfaction, among other goals. A central part of a quality program is the systematic use of measures to assess critical aspects of system performance. This study will attempt to quantify whether the Tripler quality effort has resulted in quantifiable improvements in staff satisfaction. The study will use a modified Litwin-Stringer Organization Climate Questionnaire for data collection. Both descriptive and inferential statistics methods will be used in analysis of the data. Results of this study will be compared to findings of a similar study done two years previous. The methods conducted in this study will replicate the methods used in the earlier study in order to better enable effective analysis.