Total quality management (TQM) is a comprehensive approach to healthcare management that emphasizes continuous improvement in service quality through stakeholder engagement. In Saudi Arabia, a new model of care (MoC) was introduced aimed at elevating healthcare quality across different care levels. This MoC comprises six care systems and service layers, integrating clinical governance to ensure ongoing improvements in service quality. The integrated clinical care pathway (ICCP) functions as a customizable disease management pathway tailored to the unique needs of each health cluster. Within the ICCP, a robust quality management program has been implemented, covering quality planning, control, and improvement practices. This program fosters a culture of knowledge exchange and continuous learning, ensuring that changes within the healthcare system are grounded in scientific principles and subject to ongoing assessment. To ensure the success of ICCPs and fulfill their objectives, the Health Holding Company (Health Co.) partnered with the Institute of Healthcare Improvement (IHI). This collaboration aims to enhance the capacity and capabilities of quality improvement teams within ICCPs, driving MoC transformation, inspiring an innovation and improvement culture, and facilitating knowledge and expertise exchange. The primary goal of the quality improvement program is to enhance population health by addressing prevalent risk factors for chronic diseases improving the quality of life through enhancing all healthcare pathways. It seeks to bridge the gap between current healthcare practices and best practices, utilizing improvement coaches (ICs) and advisors to promote effective teamwork. Initially implemented in Saudi Arabia’s Al-Hasa region, the TQM program within ICCPs underwent a feedback-gathering workshop. This collaborative effort involved input from ICs and cluster leadership, focusing on various program aspects. The collected feedback aims to further refine and enhance the program for widespread implementation throughout the Kingdom. This review focuses on TQM as a critical step in healthcare transformation, highlighting the Saudi Arabian experience.
Key words: Total quality management, healthcare, model of care, ICCP, Saudi Arabia.
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