Title

Design and implementation of a program quality assessment tool : three case studies of primary health services in developing countries

Document Type

Journal article

Source Publication

International Journal of Quality and Reliability Management

Publication Date

1-1-1998

Volume

15

Issue

8/9

First Page

791

Last Page

811

Keywords

Assessment, Design, Implementation, Methodology, Quality awareness

Abstract

The total service quality paradigm has been slow in diffusing to the health service domain, and TQM techniques are even less widely used to govern primary health services in the developing world. This interdisciplinary work analyzes the design of a TQM-based quality assessment tool (PQAT) used to evaluate quality of care in family planning programmes in Africa, Asia, and the South Pacific. It shows how family planning service quality models have failed to keep pace with advances in management theory, introduces the process theory model to overcome the limitations of the variance model, and grounds the tool in the context of quality theory. The paper goes on to report results from field use of the PQAT in three widely varying sites in the Asia Pacific region, and to draw useful conclusions for primary health researchers and practitioners.

DOI

10.1108/02656719810198953

Print ISSN

0265671X

E-ISSN

17586682

Publisher Statement

Copyright © MCB University Press

Access to external full text or publisher's version may require subscription.

Full-text Version

Publisher’s Version

Recommended Citation

Raghavan-Gilbert, P., Phillips, D., & Gilbert, A. L. (1998). Design and implementation of a program quality assessment tool: Three case studies of primary health services in developing countries. International Journal of Quality and Reliability Management, 15(8/9), 791-811. doi: 10.1108/02656719810198953