Chapter 13

1. Chapter 13 Managing and Improving Quality

2. Quality Management • Total Quality Management (TQM) • Customer/client focus • Total organizational involvement • Use of quality tools and statistics for measurement • Identification of key processes for improvement • Continuous Quality Improvement

3. Quality Management • Components of Quality Management • Comprehensive quality management plan • Structure, process, and outcome benchmarks • Performance appraisals • Intradisciplinary assessment and improvement • Interdisciplinary assessment and improvement

4. Quality Management • Methods of Quality Management in Health Care • Nursing audits • Peer review • Utilization review • Outcomes management

5. Six Sigma • Is a Measure, a Goal, and a System of Management • Six Themes: • Customer focus • Data driven • Process emphasis • Proactive management • Boundaryless collaboration • Aim for perfection; tolerate failure

6. Allowing for Variance and Fostering Innovation • Organizations Must Find Ways to Foster Creativity and Innovation Without Compromising Quality Management

7. Risk Management • A Risk Management Program • Nursing’s Role in Risk Management • Incident report steps: • Discovery • Notification • Investigation • Consultation • Action • Recording

8. Risk Management • Examples of risk: • Medication errors • Diagnostic procedure • Medical-legal incident • Patient or family dissatisfaction with care

9. Risk Management • Role of the Nurse Manager • Handling complaints • A caring attitude

10. Risk Management • Evaluating Risk Management • Risk management program needs support and participation of all staff • Can be a visible means of responding to patients’ needs