Quality in Health and Healthcare Institutions

Denny John, MBA (Hosp Mgmt)

Associate Administrator

L V Prasad Eye Institute

The cost is long forgotten but the Quality is remembered forever

Anonymous

Quality - Definitions

Quality - The Need

Quality - Implementation

Quality - Measurement

Quality - Outcomes

AGENDA

Quality - Degree of excellence

Quality can be defined as a measure of the degree to which delivered health services meet established professional standards and judgments of value to the consumer.

Quality may also been seen as the degree to which actions taken or not taken maximize risk and other untoward outcomes, given the existing state of medical science and art.

Quality - Definitions

Quality is frequently described as having three dimensions:

Quality of Input resources

Quality of the process of services delivery

Quality of Outcome of service use

Quality - Definitions

Core Standards - must to meet

Developmental Standards - represent degree of excellence

Quality - Definitions

Adapted from ‘Standards for Better Health’, Healthcare Commission, NHS, UK

Minimum levels of care

Regulation

Market Forces

Health Insurance

Rise in Incomes

Quality - The Need

Licensing

ISO Certification

Accreditation

Grading

Quality - Implementation

TQM ( Total Quality Management)

CQI ( Continuous Quality Improvement)

Six Sigma

TPS ( Toyota Production System)

Quality - Implementation

Benchmarking

Control Charts

Cause-effect diagram

Data collection : Focus groups, market research, surveys

Quality - Measurement

Flow Diagram

Pareto Analyses

Planning network : PERT, CPM

Quality - Measurement

Patient Safety

Patient and Staff Satisfaction

Cost containment

Quality - Outcomes

Ultimately, the secret of quality is love. You have to love your patient, you have to love your profession, you have to love your God. If you have love, you can then work backward to monitor and improve the system.

Avedis Donabedian, MD MPh