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Developing improvement capability in the working places

Hediye Seval Akgun, Professor, Chief Quality Officer, Baskent University Hospitals Network, School of Medicine, 12. sokak no:7/8 Bahcelievler Cankaya, Ankara, 06490, Turkey, 9003122120434, sevala@baskent-ank.edu.tr, Gamze Gunes, Quality Analyst, Baskent University, Baskent University Hospitals Network, 12. street. 7/9 Bahcelievler, Ankara, 06490, Turkey, and Coskun Bakar, MD, specialist, Public Health Department, Baskent University, School of Medicine, 12. sokak no:7/8 Bahcelievler Cankaya, Ankara, 06490, Turkey.

Today, organizations with motivated employees are the only ones that survive and grow. Achieving “total quality” (TQ) depends on ensuring the full involvement of workers in all processes within an organization. So in this paper, we will discuss the ways of identifying the motivation and job satisfaction level of our employees as well as the ways of motivating and empowering people in our organization. We mainly use two different studies in order to determine the employee satisfaction level and the factors affecting it in our organizations. We are conducting periodic cross-sectional surveys among 5500 staff working at Baskent University Hospitals Network since 1998. In this survey, a self-administrated questionnaire was developed consisting of 64 items then these items were grouped into 8 groups representing different aspects of employee well-being and satisfaction. For the second survey, data are collected through the use of several standard forms including Employee Personnel Form, Maslach Burnout Inventory and WHO General Health Questionnaire. When we look at the trends, we see that all the scores representing different aspects of employee well being are significantly higher in the year 2002 than the other years 2003-2005 except personnel development score at the main university hospital and its satellite hospitals located at different provinces of the country. The other important finding determined from Maslach Burnout Inventory and WHO General Health Questionnaire is the status of general health, emotional exhaustion, depersonalization and personal accomplishment of females were significantly worse than males in each year. Also statistically significant differences were determined between the working groups. The nursing staff's scores were determined as the worst one when compared with the other staff at the hospitals.. For the interventions accomplished based on these results, of the various techniques to motivate people to attain high levels of performance, we see that “Work Improvement Teams” or “Quality Circles” are the most useful tools. In our institutes through every two weeks meetings that included representatives from each service, the efficiency of routine work performed by various departments were improved and working in multidisciplinary teams affected hospital performance measurements and revealed significant improvements in applications performed.

Learning Objectives:

Keywords: Workplace Stressors, Quality Improvement

Presenting author's disclosure statement:

Not Answered

Improving the Health Workforce: Posters

The 134th Annual Meeting & Exposition (November 4-8, 2006) of APHA