APPROPRIATION OF TOOLS IN THE IMPLEMENTATION OF QUALITY POLICIES

Abstract

The object of this article concerns the appropriation
of tools in the implementation of quality policies.
Hrm and management play a key role as agent and
guide of the changes resulting from the implementation of quality policies.
Opting for a qualitative and inductive approach and
considering the large number of devices elaborated
by the actors, we decided to concentrate on the
"key" tool of these transformations: the patient file.
The study concerns two hospital services. The
results show that the process of appropriation leads
to a set of collective and individual realities. The
collective approach corresponds to the idea of directing the usage of the tool to the patient requiring a
strong coordination between the members of the
team for successful completion of the task.
Individual appropriation requires that the task be
performed in such a way that group integration
remains weak. The practices of administrative mrH
seem to have few effects on the activity and the quality. Training through modalities adapted to the
needs of the service and the people involved could
provide considerable support to managers