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QUALITY ASSURANCE & IMPROVEMENT

Explore the strategic management of healthcare quality, emphasizing the importance of doing things right the first time. Delve into quality of conformance and design to ensure customer satisfaction and improved outcomes. Learn about Continuous Quality Improvement (CQI) methodologies and the elements essential for upgrading processes. Discover insights from Deming, Juran, and Crosby on quality principles and cost-effective production. Understand the significance of addressing outliers and striving for excellence in healthcare quality management practices.

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QUALITY ASSURANCE & IMPROVEMENT

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  1. QUALITY ASSURANCE & IMPROVEMENT STRATEGIC MANAGEMENT IN HEALTHCARE 13 MARCH , 2007

  2. QUALITY • DOING THE RIGHT THINGS RIGHT, THE FIRST TIME & EVERY TIME • Quality of conformance – absence of defects • Quality of design – customer satisfaction

  3. CUSTOMERS • PAYORS • PATIENTS • ANY DOWNSTREAM USER OF OUTPUT • VIRTUALLY EVERYONE IN YOUR ORGANIZATION

  4. HEALTHCARE QUALITY • MEDICAL OUTCOMES • PATIENT SATISFACTION • CLIENT SATISFACTION

  5. EVALUATION OF QUALITY • ACCURATE DIAGNOSES • IMPROVEMENT AT DISCHARGE • MORBIDITY & MORTALITY • EFFICACY OF TREATMENT • TOTALITY OF A PRODUCT THAT BEARS ON ABILITY TO SATISFY NEEDS OR WANTS

  6. CQI • CONTINUOUS QUALITY IMPROVEMENT • IF IT AIN’T BROKE IT CAN STILL BE IMPROVED • IF IT ISN’T PERFECT MAKE IT BETTER

  7. CQI • 90% OF US HOSPITALS HAVE A PROGRAM • 65% HAVE MORE THAN 6 CQI PROJECTS

  8. ELEMENTS OF CQI • ORGANIZATION WIDE • PROCESS FOCUSED • TEAM-BASED • PROSPECTIVE AND ONGOING • USES OUTPUT OR INSPECTION MEASURES • CUSTOMER DRIVEN

  9. GOAL OF PROCESS IMPROVEMENT • DO IT RIGHT THE FIRST TIME • CORRECTIONS ARE EXPENSIVE • 99% IS NOT GOOD ENOUGH • 6000 STEPS TO BUILDING A CAR • 60 THINGS WRONG WITH YOUR CAR • SOME WILL BE FATAL FLAWS

  10. DEMING • POOR QUALITY • IS THE RESULT OF BADLY DESIGNED OR MALFUNCTIONING PROCESSES • CAN BE PREVENTED • PREVENTED BY REDUCTION OF VARIABILITY

  11. JURAN • QUALITY IS FITNESS FOR USE - FREE FROM DEFICIENCIES AND MEETING CUSTOMER NEEDS • QUALITY TRILOGY • PLANNING • CONTROL • IMPROVEMENT

  12. CROSBY • QUALITY IS FREE – WHAT COSTS IS NONQUALITY PRODUCTION • COST OF QUALITY • NONCONFORMANCE – COST TO FIX IT • CONFORMANCE – COST TO EVALUATE AND IMPROVE

  13. OUTLIERS • UNDESIRABLE • PREVENT FUTURE OCCURRENCES • DESIRABLE • CAN IT BE DUPLICATED?

  14. HEALTHCARE QUALITY • YOUR BODY IS NOT A CAR • ALL TREATMENTS HAVE RISKS • ALL TREATMENTS HAVE FAILURES • EVERYONE IS GOING TO DIE

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