The document discusses building trust through quality in healthcare. It states that quality is intertwined with trust, which patients value. The role of quality professionals is to help organizations understand customer expectations, align values and culture, identify risks to trust and reputation, and reduce waste. Trust is built on human behavior and interactions through a just culture that balances accountability and blame. Understanding patient needs and maximizing value while reducing costs also builds trust. Maintaining good quality has long-term benefits and outweighs the high costs of poor quality outcomes. The overarching theme is that quality leads to trust, which is important in healthcare.

1. NOVEMBER 8, 2018
Theme for 2018 : Quality a
Question of Trust which focuses
on reputation

2. QUALITY = TRUST
•It begins with understanding that quality is not
just about numbers, parameters, or measures.
Like every other process, it’s also about human
behavior. And especially in healthcare building
trust means building relationships where quality
is intertwined with trust, a value many hold
dear and believe is worth upholding.

3. ROLE OF QUALITY PROFESSION IN BUILDING
TRUST
• Building trust within Organization
• Helping Organization Understand their customer and
expectation
• Helping leadership align their values and culture to their
expectation
• Facilitating the organization to make right decisions for their
customers and stakeholders
• Identifying any risk to their trust and reputation
• Building their business –reducing the cost of waste and
helping in better investments

4. TRUST IS BUILT ON HUMAN BEHAVIOR
AND INTERACTION
The need for an open and honest reporting environment with the end result
of a quality learning environment and culture.
Just culture is the first step towards building trust because balance between the
extremes of punishment and blamelessness is the goal of establishing a just
culture.
Recognizing the human behavior where all employees are responsible for
the quality of their choices
Keeping in mind People function within systems designed by an organization and
knowing the difference between when system is at fault and when it is a complete
human error

5. 5
Or gross negligence, involves a higher
degree of culpability than negligence.
Reckless conduct differs from negligent
conduct in intent: recklessness is a
conscious disregard of a visible,
significant risk. Refusing to perform as
per the protocol .
Failure to exercise the skill, care, and
expertise expected of a reasonably
prudent and competent health care
provider
The intentional rule violation occurs
when an individual chooses to
knowingly violate a rule while he is
performing a task.
Negligent Conduct
Reckless Conduct Intentional Rule Violation

6. Understanding the customer and their
expectations
Patient
needs/expectations
come first
Nothing about
me without
3 Maxims of
patient
centered care
Coined by Don
Berwick(
medical
administrator
for Medicare
and Medicaid )
Every patient
just a patient
Listening to the
voice of customer –
Builds trust and
customer
commitment (
Brand loyalty or
service loyalty

7. BUILDING BUSINESS AND VALUE AND
REDUCING COST
• In business sector particularly the contract with the insurance
companies or health plans are now insisting on the VALUE in
healthcare
o Value in healthcare is determined as Quality of care + outcome
VRS cost.
o By assuring the quality system in place , the concept of valued
added service becomes the key i.e. customers /third party
stakeholders know that quality is not compromised and adverse
outcomes are minimized for every dollar /Dinar spent .

8. BENEFITS OF BEING AN ACCREDITED
ORGANIZATION
oImportant benefits of having accreditations seal is
recognition by insurers and other third parties willing
to invest ,
oImproves and promotes business operation ,
oprovides competitive edge

9. COST OF MAINTAINING GOOD QUALITY
VRS COST OF LOW QUALITY
•The cost of investing in good quality will always
outweigh the cost of poor quality and bad adverse
outcomes .
• A rule of thumb is that the nearer the failure is to the end-
user, the more expensive it is to correct.

10. COST OF POOR QUALITY
Why It’s Time to
Take the Next Step
by Charles Mount
and Dan Chauncey
Healthcare's hidden factory.

11. LETS ONCE AGAIN CELEBRATE AND CONTINUE OUR JOURNEY TO BE THE MOST
TRUSTED HIGH RELIABILITY ORGANIZATION ;