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Quality Management in Hospital

This document discusses quality management in hospitals. It defines quality according to ANSI and ASQ as the total features and characteristics that satisfy customer needs. TQM (Total Quality Management) focuses on continuous improvement, customer satisfaction, and making data-driven decisions. Hospitals have increasingly implemented TQM to reduce costs, improve efficiency, and provide high quality patient care. TQM principles for hospitals include being customer-focused, leadership, involving all staff, taking a process-based approach, and continually improving systems and processes. Tools for quality management and process improvement include cause-and-effect diagrams, flow charts, histograms, Pareto charts, run charts, control charts, and scatter diagrams.

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Ar. Shruti Gupta
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1K views16 pages

Quality Management in Hospital

This document discusses quality management in hospitals. It defines quality according to ANSI and ASQ as the total features and characteristics that satisfy customer needs. TQM (Total Quality Management) focuses on continuous improvement, customer satisfaction, and making data-driven decisions. Hospitals have increasingly implemented TQM to reduce costs, improve efficiency, and provide high quality patient care. TQM principles for hospitals include being customer-focused, leadership, involving all staff, taking a process-based approach, and continually improving systems and processes. Tools for quality management and process improvement include cause-and-effect diagrams, flow charts, histograms, Pareto charts, run charts, control charts, and scatter diagrams.

Uploaded by

Ar. Shruti Gupta
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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QUALITY MANAGEMENT IN

HOSPITAL

Submitted By:
Sami
Vardha
Payal
Shahzeb
What Is Qualit y

The American National Standards Institute (ANSI) and American Society


Quality (ASQ) define quality as

''The totality of features and characterizes of a care or service that bears on its
ability to satisfy given needs''

According to Cros by, Quality is

"Conformance to Requirements or Specifications"


The Impor tance of Quality

Quality of performance that is directly related to healthcare safety, security,


attitude staff, role of doctors in terms of 'time' includes appointment, delay
time, service time, timing with regards to medical treatment and surgery.
- Quality of administration and management
- Quality of doctors and supporting staff
- Quality of hospital care
TQM Movement in Health Care

• Hospitals and other healthcare organization across the globe have been
progressively implementing TQM to reduce costs, improve efficiency and
provide high quality patient care.
• TQM, which places on improved customer satisfaction, offers the prospect of
great market share and profitability.
• TQM can be an important part of hospitals competitive strategy in quality of
healthcare system.
TQM Principles

1. Customer f ocused organization


2. Leadership
3. Involvement of people
4. Process approach
5. System approach to man agement
6. Continua l Improv ement
7. Factual approach to decision mak ing
8. Mutually beneficial supplier relations hips
1. Customer focused organizat ion :
- Organizations depend on their customers
- Understand current and future customer needs
- To meet customer requirements
- Make every effort to exceed customer expectations

2. Leadership :
- Leaders establish unity of purpose and direction
- Create and maintain the internal environment
- People can become fully involved in achieving the organization's objectives

3. Involvement of people :
- Every team member can assure good quality
- Managers and staff members have solve problems and recommend
improvements
4. Process approach :
- Organization as a collection of interdependent systems and processes
- Managers can study and solves problem use tools and techniques for process

5. System approach to management :


- Identifying, understanding and managing a system
- The process of system contributes to the organization' s effectiveness and
efficiency in achieving its objectives.

6. Continual improvement :
- Never ending process in system :
• Plan - Do -Check - Action
- Overall performance should be a permanent objective of the organization.
7. Factual approach to decision :

- Collecting and Analyzing :


• accurate, timely, and objective data
- Managers can solve organizational problems and decision to measure
progress

8. Mutually beneficial supplier relationships :

- An organization and its suppliers are interdependent


- Mutually beneficial relationship enhances the ability of both to create value.
DEMING PRINCIPLES TO HEALTHCARE SYSTEMS

• Insists on zero defects eliminate inspection through proper quality control on


suppliers.
• Constant improve the system
• Educational and Training program
• Maintain the records
• Eliminate numerical goals, work standards and slogans
• Remove the barriers that hinder the worker through the day

• Top management support for implementing TQM


QUALIT Y ASSURANCE

Planned activity or systematic approach to provide adequate confidence of


healthcare and service
QUALITY CONTROL

Ensures that planned activities to take place as per quality design

- Measuring quality process


- Timely data collection and analysis
- Effective supervision
TOOLS F OR PROCESS M ANAGEMENT

The tools and techniques, that Support Quality Management within the
organizational fundamental components of TQM

7 Basic Quality techniques

1. Cause and Effect Diagrams


2. Flow Charts
3. Histograms
4. Pareto Charts
5. Run Charts
6. Control Charts
7. Scatter Diagrams
LEAN AND SIX SIGMA CONCEPTS IN HEALTHCARE
Lean and Six Sigma business management strategies to reduce costs and
improve productivity.

L E A N : Reduce processing t i me - Elim inate wa ste/Error

WHAT IS SIX SIGMA:

• Metric for quality measurement


• Method of continuous improvement
• Enabler f or cultural change
QUALIT Y SYSTEM

• Quality System has become vital role for survive of an organization.


• International Organization for standards ( ISO) technical team developed
the quality system standards.
- ISO 9001:2000
(Quality Management Systems)
• NABL
- ISO 15189-2003
BENCHMARKING

Benchmarking is defined as:

 M easuring of performa nce best in hospitals


 Determining how the best in t i me achieve
 Performance levels
 The information of hospital' s
• Strategies
• Planning
• Implementation
CONTINUOUS QUALIT Y IMPROVEMENT

• Part of the management of all system and process


• Achieving the highest of performance
• The process of continues improvement must conta in regular cycles of
planning, execution and evolution

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