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Case Example Management for Quality Services

Case Example Management for Quality Services. Dr. ENKHTUR Shonkhuuz Director General of the N.Gendenjamts’s Memorial National Center for Maternal and Child Health. Department of Quality Assurance of Medical Aid and Service (DQAMAS): Control quality of health care and patient safety

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Case Example Management for Quality Services

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  1. Case ExampleManagement for Quality Services Dr. ENKHTUR ShonkhuuzDirector General of the N.Gendenjamts’sMemorial National Center for Maternal and Child Health

  2. Department of Quality Assurance of Medical Aid and Service (DQAMAS): Control quality of health care and patient safety Prevention and reducing risk Consultation and professional advices Recommendation DQAMAS follows quality assurance rules and regulations. 5 full - time quality managers and a reference staff 41 quality teams (at every department and unit) Each team has 3 – 5 members Quality assuranceCurrent Situation

  3. 1. Implementation of the diagnostic and treatment protocols, standards, guidelines. 297 MNS standards 475 guidelines and 120 common activity protocols 255 original MNS standards are situated to the internal web site of the hospital 2. Internal control (everyday). Respectful and effective communication Giving friendly advice to correct mistakes and errors Discussion and talking in micro groups 3. External control from Professional Inspection Agency Quality assuranceCurrent Situation

  4. 3. Conducting quality research and analysis. Example 1: 109 cases of misdiagnosis. Period of 2008 – 2012. As a result of retrospective analysis most common reasons were lack of doctor’s knowledge in differential diagnosis and inconsistent peer and senior doctors’ review. Example 2: Newborn death cases within 24 hours of hospital admission in 2013. Delivery hospitals need to improve diagnostic capacity of fetus defect and management of complicated delivery, neonatal resuscitation in delivery rooms. District general hospitals need to have experienced pediatric surgeons, reduce numbers of repeated surgical intervention. Quality assuranceMain activities and tools

  5. 4. Review of medical records and charts. Periodic, planned, and case-based All death cases, ICU and intra-surgical mortality cases, deaths within 24 hours of hospital admission 5. Registration of medical errors and mistakes. Doesn’t include the name of health care providers Do not aim to blame Inform on their own Use collected information to prevent make similar mistakes or “Learning by someone’s mistakes” Quality assuranceMain activities and tools

  6. 6. Registration of good information. Collecting good information, good idea and the best experiences Distributing to others In 2013 there were registered 81 good information 7. Discussion. Team meeting, department discussion, hospital wide conference In case of a serious error, complicated and/or rare cases it is debated in a very detailed way Evidence-based theoretical information Quality assuranceMain activities and tools

  7. 8. Peer review checkup Good way of quality control at every level of hospital hierarchy 9. Conducting customer’s satisfaction surveys DQAMAS, hospital administration and HR, government agency, NGOs Not only external but also internal customer’s satisfaction! Each department and unit has request notebook, request box, online Approved questionnaire Planned, periodic Quality assuranceMain activities and tools

  8. Improving not only external but also internal customer's satisfaction, reducing customer’s complaints Reducing risk of health care Reducing hospital waiting list and time Building a patient and family centered hospital environment Quality assuranceChallenges

  9. Middle (until 2016) and long-term (until 2020, 2024)strategic development plan Building a high performance medical organization (HPMO) Meeting criteria of the JCI and creating afamily – centered environment Quality assuranceFuture Plans

  10. Quality assurance is a daily activity by everyone. Ensure top level management support and commitment. To ensure that risk management will be embedded in the culture of the health program, all stakeholders should be ready to learn and evolve as they go through the process. Key messages

  11. Thank you for your attention Монгол улс, 16060 Улаанбаатар, Баянголдүүрэг, 11-р хороо,Хувьсгалчдын гудамж, ЭхХүүхдийн Эрүүл Мэндийн Үндэсний Төв Утас: 362633, 362205 Факс: 976-11-362633 E-mail: ehemut@moh.mn Вэб сайт: www.ehemut.mn

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