Quality Management Presents by :

Dr. Asma Qureshi

in Hospitals (Quality Department)
What is Quality?
Why Quality?
How can we do assessment?
What tools we need?

Questions to be addressed
What is Quality?

Quality can be defined as conformance to specifications.

The degree to which a product meets the design specifications offering a

satisfaction factor that fulfils all the expectations that a customer wants.

Quality is a set of attributes of a service

Conformance to the norms of input, process and output.

Conformance to requirements and satisfaction of customer.

Myths about Quality

LUXURY COSTLY INTANGIBLE ORIGINATES FROM

QUALITY DEPT.
Quality of care

WHO definition of quality of care is “the extent to which health care

services provided to individuals and patient populations improve
desired health outcomes.

In order to achieve this, health care must be safe, effective, timely,

efficient, equitable and people-centered.”
To Maintain Uniformity in Process, Standards & Norms
To reduce error, waste & cost
Accreditation
Legal Issues – CoPA
Increased motivation
Right thing to do ( Hippocratic Oath)

Why Quality Continued…

Performance Measurement
Satisfaction
Cost effectiveness
Increase the health Status
Poor quality can do harm
Social & economic benefit

Why Quality
Quality perspectives

Manger’s perspective
Client’s perspective Provider’s
• Safe perspective
Services & activities • Satisfying • Medically safe
that meet the needs • Affordable • Professionally
of clients in achieving • Delivered in ethical
their expectations & technically • Accessible
outcomes competent manner • Acceptable to all
within the socio-
cultural context of
country
 Transparency

Ethical Practice
Principles of Evidence based practice
Improving
From blame to improvement
Quality
Accountability

Information sharing & communication

Strategies for Quality Improvement
• Empowering consumers
• Professional Development
• Institutional Development
• Management Development
• Clinical Practice Development
Quality Cycle Develop/ Revise : Standard Goals

Plan

PDCA/
Review & Improve Act PDSA Do Implement
Cycle

Check/
Study

Evaluate
Donabedian’s Model
Key Process Indicators

A Key Performance Indicator is a Organizations use KPIs at

measurable value that multiple levels to evaluate
demonstrates how effectively a
company is achieving key business their success at reaching
objectives. targets.
Criteria For Good Indicator

COVERS OVERALL ASPECTS SCIENTIFIC SOUNDNESS OF THE FEASIBILITY OF

OF QUALITY BEING MEASURES COLLECTING DATA ON THE
MEASURED INDICATORS
 Examples of Quality Indicators in Hospitals

Total OPD / Patient

Death rate
IPD Patients satisfaction

Bed
Average
Waiting time occupancy
length of stay
rate
Challenges that Quality poses to
Healthcare Systems

• Healthcare is complex system, Clinical standards

are not enough.
• Cultural and organizational challenges
• Competing power structures- politicians,
ministries and departments, doctors, nurses,
managers
• Build capacity to manage complexities
Thank You