12. WHO
◦The extent to which healthcare services provided to
individuals and patient populations improve desired
health outcomes.
◦In order to achieve this healthcare must be safe,
effective, timely, efficient, equitable and people
centered
13. Institute of Medicine
◦The degree to which healthcare services for
individuals and the populations increase the
likelihood of desired health outcomes and are
consistent with current professional knowledge.
14. Dimensions of Quality
◦Safe: Avoiding harm to people
◦Effective: Providing evidence based healthcare services to
those who need
◦People centered: Providing care that responds to individual
preferences
15. Dimensions of Quality
◦Timely: Reducing waiting times for patients
◦Efficient: Maximizing the benefit of resources and avoiding
waste
◦Equitable: Providing care that does not vary in quality on
account of age, sex, gender, race, ethnicity, religion
17. Measuring Health Quality
◦How well our current process is performing
◦Whether we have achieved our aim
◦How much variation is there in our data and hence processes
18. Measuring Health Quality
◦Whether a small test of change is having the desired impact
◦Whether the changes made have resulted in an improvement
◦Whether a change has been sustained
19. Scenario
◦You are an Orthopedician and a pregnant lady
comes to you in active stage of labour.
◦What do you do?
33. Total Quality Management
◦Customer Satisfaction is the first priority
◦Process-centered: A fundamental part of TQM is a focus
on process thinking. A process is a series of steps that
take inputs from suppliers (internal or external) and
transforms them into outputs that are delivered to
customers (internal or external).
34. Continuous Quality Improvement
◦ Step 1: Identify an area and the team
◦ Step 2: Define a problem within the area and outline the sequence of activities
◦ Step 3: Establish the desired outcomes of the process and the requirements
needed to achieve them
◦ Step 4: Select specific steps in the process and for each step, list the factors
that prevent the achieved outcome
35. Continuous Quality Improvement
◦ Step 5: Collect and analyze data about the factors that prevent
achievement of the desired outcomes
◦ Step 6: Take corrective action to improve the process
◦ Step 7: Monitor the results of the action taken
39. Motorola production – Six Sigma
• Focus on the customer
• Map out the value stream
• Remove waste to create flow
• Communication with your team
• Create a culture of change and flexibility
