Eureka! Institutional Repository

In healthcare facilities, internal quality is crucial to the quality management system. Thus, employees' perceptions of quality management are an important tool for assessing the overall quality of the organization and a factor in improving the health care provided. Purpose: The present research paper aims to investigate the views of staff on the quality management of the hospital, with the ultimate goal of improving the quality of services provided. More specifically, the parameters that shape the internal quality of health services according to the perceptions of the staff will be studied, ensuring the quality of services and to what extent they are applied and ensure the quality in the intensive care units of the General Hospital. «Γ. PAPANIKOLAOU ", depending on the level of satisfaction of employees from their work. Methodology: The research analyzed the views of employees in the Intensive Care Units of the General Hospital of Athens. «Γ. Papanikolaou ", regarding the internal quality of the hospital and their satisfaction with their profession. More specifically, all the staff of the units, regardless of rank and specialty, participated, a total of 100 respondents The data were collected using questionnaires and the data were processed with the statistical program IBM-SPSS. To answer the research questions, initially 5 new Score variables were created using appropriate inductive methods and more specifically, the non-parametric Mann-Whitney, Kruskal-Wallis and the Pearson linear correlation coefficient were used. Main findings: The results of the study showed that the more effective the respondents consider their Department, the more effective they consider the services of the Administration, the solution of problems of the Department by the Management, the relationship of the Management with the employees and the more satisfied they are with their work. In addition, as the level of efficiency of the Management services increases, so does the level of efficiency in solving problems of the Department by the Management, the relationship of the Management with the employees and the satisfaction of the respondents. Furthermore, the more effective the respondents consider the solution of the Department's problems by the Management, the more effective they consider the relationship between Management and employees and the more satisfied they are with their work. Finally, increasing the level of effectiveness of the relationship between the Management and the employees implies an increase in the satisfaction of the respondents from their profession. The above correlations are low to moderate intensity, however they are important at 99% confidence level. Conclusion: Quality in health care is positively correlated with job satisfaction, employee-management relationships as well as the effectiveness of management in terms of solving department and staff problems.