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Winter 2016
Master of Business Administration in Healthcare Services Management - Semester 4
MH0059 Quality Management in Healthcare Services- 4 Credits
(Book ID: B1323)
Assignment (60 marks)
Note: Answer all questions. Kindly note that answers for 10 marks questions should be approximately
of 400 words. Each question is followed by evaluation scheme.

Q1. Discuss the history of quality in healthcare services. 10 marks(Brief outline of quality in healthcare-1 mark, History-9

Quality in healthcare:

Quality is broadly described as the comprehensive positive outcome of a product/service. However, in healthcare the product is
multifaceted which contributes to different perceptions of quality. A precise definition of quality in healthcare acknowledges these
differences and

Q2. Explain the dimensions of quality in healthcare. 10 marks(Listing the dimensions-2 marks, Explantion-8 marks)

Dimensions of Quality Management in Healthcare

Quality of reporting
Quality of documentation
Quality of quantity
Quality of patient satisfaction
Quality of reputation
Quality of clinical process

Explantion :

Healthcare quality has several dimensions like reporting, documentation, quantity of or access to care, patient satisfaction, reputation,
clinical processes, utilisation, review and medical necessity determinations. By observing the quality of care laws and metrics, and
how they relate to these eight dimensions of quality, healthcare professionals can plan to achieve and retain a high-quality care.

1 Quality of
Q3. Describe NABH Accreditation. 10 marks(Constituents committees of NABH-4 marks, NABH procedure-6 marks)
NABH Accreditation

India has witnessed an onslaught of international accreditations; they are either expensive or not tailored for the Indian healthcare
industry. Hence was born the need for a national accreditation system. The National Accreditation Board for Hospitals and
Healthcare Providers (NABH) is the constituent Board of Quality Controlof India (QCI) which is set up with the co-operation of the
Ministry of Health and Family Welfare, Government of India and the Indian Health Industry. In India, the concerns are about how to
improve the healthcare quality which has been frequently raised by the general public and the wide variety of stakeholders which
includes the government, the professional associations, the care providers and the agencies financing the healthcare. This board will
also cater to the

Q4. Explain the Six Sigma concept. 10 marks(Definition-2 marks, Explanation-8 marks)
Defination :
Six Sigma is a data-driven approach and disciplined methodology for reducing defects in any process, from manufacturing to
transactional and from product to service.
In the healthcare industry, defects and mistakes are not and cannot be tolerated. An error can cost a patient their life. This means
processes need to be in place and managed properly to eliminate mistakes. Managing the processes needs timely data and
predetermined answers to that timely data. Six Sigma is a prerequisitein a healthcare organisation for employees dealing with critical
patient information

Q5. Define total quality management. Discuss the importance of TQM in healthcare. 10 marks
(Definition-2 marks, Importance-8 marks)


TQM is a management philosophy that focuses on customer satisfaction and organisation objectives for long-term success of a
healthcare organisation. TQM is based on the involvement of all employees of an organisation in improving processes, products,
services and the culture in which they work.
TQM involves a systematic managerial approach in an organisation based on continuous improvement of all operations, processes
and functions. It is used interchangeably with Continuous Quality Improvement in many areas. It is achieved by understanding,
meeting and

Q6. Explain the challenges of quality management in non-clinical support services and administrativeservices. 10 marks
(Challenges in non-clinical support services-5 marks, Challenges in administrative services-5 marks)

Answer: Challenges in non-clinical support services:

The expanded use of outsourcing in the healthcare industry reflects the competitive and environmental pressures currently faced by
service providers. According to a McKinsey Corporation report provided to ARAMARK, the healthcare market is at the vortex of
three major forces:

Constrained profits
With declining

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