Eureka! Institutional Repository

The term Total Quality Management (TQM) is defined as the management system in which the value of the Healthcare Service provided is maximized with the full participation of all employees. The literature review demonstrates the existence of Organization Culture models related to procedures, tasks, human resources, bureaucracy, and innovations. Their implementation creates patterns of behavior and performance of duties, in a holistic administrative approach, according to which the procedures and the executives are involved in every level of the operation of the company, thus shaping the TQM. The purpose of this study is to investigate the effect of a common group mentality shared by healthcare workers during the implementation of a Total Quality Management system. In order to detect the existing organizational culture in the Primary Healthcare Services, as well as to highlight which specific aspects of the organizational culture are involved in the implementation of TQM in these services, a questionnaire was distributed to employees of all specialties in the Healthcare Centers of Lagadas, Evosmos and Chalastra of the prefecture of Thessaloniki. The sample consisted of 157 employees out of the total number of 200 employees working in the specific Centers. The survey concluded that there was a positive trend regarding the factors of management, organizational values, group support and resources. The respondents acknowledged the efficient role of the administration, the knowledge of the expectations their superiors have of them about the tasks that need to be performed, and the existence of adequate time to perform them, the presence of mutual respect among colleagues and superiors and the support from colleagues. In terms of the factors of commitment, empowerment, support of development, and organizational values there was a neutral trend. More specifically, the respondents were neutral about the existence of a positive culture in the Healthcare Service where they belong or about the existence of standards in their workplace, but also regarding the support from the administration and the feeling of belonging to a well-organized group. They were also neutral about the adequacy of the necessary means of work. 6 Finally, during the examination of the factors of leadership and organizational values, a negative trend appeared, with respondents pointing to the inability on behalf of the healthcare organization to appreciate the services provided by the employees as well as the absence of firm leadership in the higher levels of the organization.