1

Quality Monitoring System; Model From sultanate of

Oman

Nasser AL-Salmani

Ward Nurse, RN, BSN, MSc

Healthcare Quality Professional

Sultanate of Oman

2

Outlines

• Sultanate Geography & Demography.

• Ministry of health policy and structure.

• Introduction about QMS in Sultanate of Oman.

• Quality monitoring system; Omani Model.

• Future prospective.

• Pillars in Oman QMS.

3

Sultanate Geography & Demography.

4

Ministry of Health Policy and Structure.

5

Quality Management System in Sultanate of Oman

Initiated in 2002

Focused on primary health care (PHC) than moved to secondary/tertiary health care

6

7

8

9Quality Management System9

Quality Assurance Standards in PHC

• Document

• Available in each HC

• Staff are trained

10

Quality Principles in Omani Model (8)

Customer focus

Leadership commitment

Teamwork

Process focused

Systematic approach

Continual improvement

Factual approach decision making

Partnership

11

Quality Dimensions in Omani Model (13)

•Efficiency

•Efficacy

•Effectiveness

•Safety

•Equity

•Timeliness

•Legitimacy

•Accessibility

•Acceptability

•Appropriateness.

•Continuity

•Technical Competence.

•Inter-personal-relationships

12

Quality Monitoring System Model

Top Management

review

Customer feedback

Audit

Self Assessment

Key Performance

Indicators(KPI)

13

Self Assessment

Audit

Customer’s Feedback

Top Management Review

Key Performance Indicators

14

1. Self Assessment

What?

Why?

For whom?

Frequency

15

2. Audit

Internal External

done by trained auditors from the same region

(once/year)

done by specialist, expertise or consultants from MOH

(once/year)

16

External audit in wadi ma’awil HC, 2009

17

What do we

measure?

Output

Structure

Process

18

19

20

21

3. Customer’s Feedback

External Customer (Users/patients)

3 C Card

s

Internal Customer (Providers)

Zero-defect Day

Suggestion box

Job satisfaction

user satisfaction

22

3 C Card

Complain

Comment

Complement

23

Suggestions Box

24

Zero- Defect Day

25

4. Top Management Review

• Planned intervals (once/year)

• Review input

• Review output

• Document

26

• Active participation with team Establish the quality policy Establish quality objectives• Conduct management reviews• Availability of resources

• Active participation with team Establish the quality policy Establish quality objectives• Conduct management reviews• Availability of resources

MANAGEMENT COMMITMENT TO QMS

MANAGEMENT COMMITMENT TO QMS

27

5. Key Performance Indicators (KPI)

Type of indicators Numbers of indicators

1. Structure 5

2. Process 16

3. Outcome 20

28

KPI for Primary Care performance

Type of Indicators Numbers of Indicators

1. Structure 12

2. Process 2

3. Outcome 7

2929

Number of PHC centres in Oman (1970 - 2009)

188 195 201175167161

125124100

8051

22

0

50

100

150

200

250

1970 1975 1980 1985 1990 1995 2000 2005 2006 2007 2008 2009

Structure -PHC Institutions

3030

Infant Mortality Rate in Oman (1970 - 2009)(per 1000 live birth)

10.1 9 9.610.2510.2816.72029

4564

103118

020406080

100120140

1970 1975 1980 1985 1990 1995 2000 2005 2006 2007 2008 2009

Outcome- Infant mortality rate

3131

Under 5 Mortality rate 1975 – 2009(per 1000 live birth)

149

86

52

3527 21.7

11.05 13 11.7 12

0

20

40

60

80

100

120

140

160

1975 1980 1985 1990 1995 2000 2005 2007 2008 2009

32

Oman in WHO Reports

33

34

35

Future Prospective1. National Accreditation System

2. Develop more process indicators

3. GCC Indicators ( Gulf Countries)

4. Strengthening dept of Quality assurance & patient safety.

36

Pillarsin

OMANEXPERIENCE

37

STRATEGY

SYSTEM

CULTURE

POLITICAL COMMITMENT

38

Thank You