Adamou, Marios and Hale, Anthony S. (2004) Total Quality Management in the NHS in England and Wales: a story untold? Journal of Quality Health Care, 3 (1). pp. 12-16.

The British Government has committed itself to reform the NHS and made quality the primary target. The government uses TQM principles to improve the Quality of the NHS.TQM is an organisational approach to customer satisfaction. However, the implementation of TQM principles in the NHS has several weaknesses resulting in NHS staff having no knowledge or ownership of how the reform will occur and patient dissatisfaction. A new approach into applying TQM principles in the NHS is required.

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