This document discusses various quality processes and concepts including quality assurance, quality control, quality improvement, and total quality management. It defines each concept and describes the relationships between them. Quality assurance involves ensuring compliance to standards, quality control measures actual performance against expected standards, and quality improvement is a structured process to identify and implement improvements. Total quality management incorporates all these approaches and emphasizes continuous improvement through teamwork and a focus on customer needs. The document also outlines the key steps in a quality assurance cycle and roles/responsibilities of different stakeholders in quality improvement.
Hospitals in India have a high burden of infection in their Intensive Care Unit and general wards,many of which are resistant to antibiotic treatment.In antibiotic resistant infections are difficult and sometimes impossible to treat.They lead to longer hospital stays,increased treatment cost and in some cases death.
quality assurance slides include components, models, approaches, cycle of quality assurance is included in the slides.
the slide gives a brief ides regarding all the points and gives a comprehensive picture of the topic.
THE EXPENSE OF QUALITY IS AN INTERACTIVE PROCESS BETWEEN CUSTOMER & PROVIDER. QUALITY ASSURANCE USUALLY FOCUSES ON MATERIAL, GOOD WORK & SERVICE PROVIDED EFFECTIVELY. ANY LACK IN SERVICE PROVIDED CAUSES DECREASE IN QUALITY
Hospitals in India have a high burden of infection in their Intensive Care Unit and general wards,many of which are resistant to antibiotic treatment.In antibiotic resistant infections are difficult and sometimes impossible to treat.They lead to longer hospital stays,increased treatment cost and in some cases death.
quality assurance slides include components, models, approaches, cycle of quality assurance is included in the slides.
the slide gives a brief ides regarding all the points and gives a comprehensive picture of the topic.
THE EXPENSE OF QUALITY IS AN INTERACTIVE PROCESS BETWEEN CUSTOMER & PROVIDER. QUALITY ASSURANCE USUALLY FOCUSES ON MATERIAL, GOOD WORK & SERVICE PROVIDED EFFECTIVELY. ANY LACK IN SERVICE PROVIDED CAUSES DECREASE IN QUALITY
Concept of accreditation, its characteristics, need, the driving factors and types; accreditation boards for hospitals and higher education institutions; grading system for NAAC
Quality assurance in health care system and the nurse's role in maintaining and supporting the quality assurance. quality control,quality maintenance and models of quality assurance are included.
Concept of accreditation, its characteristics, need, the driving factors and types; accreditation boards for hospitals and higher education institutions; grading system for NAAC
Quality assurance in health care system and the nurse's role in maintaining and supporting the quality assurance. quality control,quality maintenance and models of quality assurance are included.
Presentation given at the USAID SQALE Symposium, Bridging the Quality Gap - Strengthening Quality Improvement in Community Health Services, by Charles Kandie on behalf of the Ministry of Health (Kenya). http://usaidsqale.reachoutconsortium.org/
Running Head INTEGRATED QUALITY AND RISK MANAGEMENT PLAN 1 .docxwlynn1
Running Head: INTEGRATED QUALITY AND RISK MANAGEMENT PLAN 1
INTEGRATED QUALITY AND RISK MANAGEMENT PLAN 30
MPM357 Project Performance and Quality Assurance
Quality Dimensions
Charles Williams
3/4/2019
Table of Contents
Project outline 4
Purpose of the project 4
Structure of the project 4
Goals and objectives of the project 6
Project deliverables 7
Report about patient’s response 7
Organizational Readiness for Quality Management 7
Organizational quality management program readiness 7
Quality management project readiness 7
Quality Systems Analysis 8
Current Quality system 8
Organizational readiness to incorporate IQRMP 8
Pros and Cons of ISO 9000 8
Pros and cons of Six Sigma 10
Pros and cons of Capability Maturity Model Integration 10
The combination most appropriate for this project 11
Quality dimension and criteria 12
Quality Process Improvement Tools and Techniques 17
Quality Performance Monitoring and Control 23
Management's Role in Quality Management 28
Quality Performance Communication Plan 29
References 30
Project outlinePurpose of the project
The goal of this plan is to establish a coordinated approach that will address the superiority assessment and course enhancement within the Patient Care Section of the Bureau of HIV/AIDS, North Carolina Department of Health. The Patient Care Section is dedicated to ensuring the highest quality of HIV medical care and support services provided to HIV/AIDS clients throughout the state of North Carolina.Structure of the project
Framework: Ryan Act 200 demands that all Ryan White agendas need to create a quality management program. This program will, therefore, support providers in ensuring that supportive services give access and adherence, ensuring adherence to PHS guidelines and lastly ensure that clinical, demographic and consumption information is accessible when monitoring and evaluation of the native endemic are needed.
Legislative requirements of this project are categorized into six themes.
i. Enhanced access
ii. Eminence management
iii. Aptitude improvement
iv. Embattled resources
v. Synchronization and associations
vi. Contribution and collaboration of other agencies.
The state of North Carolina in conjunction with the unit of health has embraced the sterling criteria of organizational brilliance. This criterion was founded on a set of interrelated core values, behaviors and beliefs that are present in accomplishment organizations. The basic framework of quality assurance is based on the Sterling criteria because this criterion is a foundation for integrity key business requirement in a result-oriented context (Kerzner, 2018).
The senior management team in the patients care section is responsible for planning, directing and coordinating health services related to the States HIV programs. The leadership of this team approves and reviews the activities of the plan when they carry out their activities. A committee has been established to evaluate the plan's objectiv.
UNIT-IV M.sc I year NURSING AUDIT CHN.pptxanjalatchi
Nursing audit is the process of collecting information from nursing reports and other documented evidence about patient care and assessing the quality of care by the use of quality assurance programmes.
Title: Sense of Taste
Presenter: Dr. Faiza, Assistant Professor of Physiology
Qualifications:
MBBS (Best Graduate, AIMC Lahore)
FCPS Physiology
ICMT, CHPE, DHPE (STMU)
MPH (GC University, Faisalabad)
MBA (Virtual University of Pakistan)
Learning Objectives:
Describe the structure and function of taste buds.
Describe the relationship between the taste threshold and taste index of common substances.
Explain the chemical basis and signal transduction of taste perception for each type of primary taste sensation.
Recognize different abnormalities of taste perception and their causes.
Key Topics:
Significance of Taste Sensation:
Differentiation between pleasant and harmful food
Influence on behavior
Selection of food based on metabolic needs
Receptors of Taste:
Taste buds on the tongue
Influence of sense of smell, texture of food, and pain stimulation (e.g., by pepper)
Primary and Secondary Taste Sensations:
Primary taste sensations: Sweet, Sour, Salty, Bitter, Umami
Chemical basis and signal transduction mechanisms for each taste
Taste Threshold and Index:
Taste threshold values for Sweet (sucrose), Salty (NaCl), Sour (HCl), and Bitter (Quinine)
Taste index relationship: Inversely proportional to taste threshold
Taste Blindness:
Inability to taste certain substances, particularly thiourea compounds
Example: Phenylthiocarbamide
Structure and Function of Taste Buds:
Composition: Epithelial cells, Sustentacular/Supporting cells, Taste cells, Basal cells
Features: Taste pores, Taste hairs/microvilli, and Taste nerve fibers
Location of Taste Buds:
Found in papillae of the tongue (Fungiform, Circumvallate, Foliate)
Also present on the palate, tonsillar pillars, epiglottis, and proximal esophagus
Mechanism of Taste Stimulation:
Interaction of taste substances with receptors on microvilli
Signal transduction pathways for Umami, Sweet, Bitter, Sour, and Salty tastes
Taste Sensitivity and Adaptation:
Decrease in sensitivity with age
Rapid adaptation of taste sensation
Role of Saliva in Taste:
Dissolution of tastants to reach receptors
Washing away the stimulus
Taste Preferences and Aversions:
Mechanisms behind taste preference and aversion
Influence of receptors and neural pathways
Impact of Sensory Nerve Damage:
Degeneration of taste buds if the sensory nerve fiber is cut
Abnormalities of Taste Detection:
Conditions: Ageusia, Hypogeusia, Dysgeusia (parageusia)
Causes: Nerve damage, neurological disorders, infections, poor oral hygiene, adverse drug effects, deficiencies, aging, tobacco use, altered neurotransmitter levels
Neurotransmitters and Taste Threshold:
Effects of serotonin (5-HT) and norepinephrine (NE) on taste sensitivity
Supertasters:
25% of the population with heightened sensitivity to taste, especially bitterness
Increased number of fungiform papillae
Couples presenting to the infertility clinic- Do they really have infertility...Sujoy Dasgupta
Dr Sujoy Dasgupta presented the study on "Couples presenting to the infertility clinic- Do they really have infertility? – The unexplored stories of non-consummation" in the 13th Congress of the Asia Pacific Initiative on Reproduction (ASPIRE 2024) at Manila on 24 May, 2024.
ARTIFICIAL INTELLIGENCE IN HEALTHCARE.pdfAnujkumaranit
Artificial intelligence (AI) refers to the simulation of human intelligence processes by machines, especially computer systems. It encompasses tasks such as learning, reasoning, problem-solving, perception, and language understanding. AI technologies are revolutionizing various fields, from healthcare to finance, by enabling machines to perform tasks that typically require human intelligence.
- Video recording of this lecture in English language: https://youtu.be/lK81BzxMqdo
- Video recording of this lecture in Arabic language: https://youtu.be/Ve4P0COk9OI
- Link to download the book free: https://nephrotube.blogspot.com/p/nephrotube-nephrology-books.html
- Link to NephroTube website: www.NephroTube.com
- Link to NephroTube social media accounts: https://nephrotube.blogspot.com/p/join-nephrotube-on-social-media.html
Explore natural remedies for syphilis treatment in Singapore. Discover alternative therapies, herbal remedies, and lifestyle changes that may complement conventional treatments. Learn about holistic approaches to managing syphilis symptoms and supporting overall health.
New Directions in Targeted Therapeutic Approaches for Older Adults With Mantl...i3 Health
i3 Health is pleased to make the speaker slides from this activity available for use as a non-accredited self-study or teaching resource.
This slide deck presented by Dr. Kami Maddocks, Professor-Clinical in the Division of Hematology and
Associate Division Director for Ambulatory Operations
The Ohio State University Comprehensive Cancer Center, will provide insight into new directions in targeted therapeutic approaches for older adults with mantle cell lymphoma.
STATEMENT OF NEED
Mantle cell lymphoma (MCL) is a rare, aggressive B-cell non-Hodgkin lymphoma (NHL) accounting for 5% to 7% of all lymphomas. Its prognosis ranges from indolent disease that does not require treatment for years to very aggressive disease, which is associated with poor survival (Silkenstedt et al, 2021). Typically, MCL is diagnosed at advanced stage and in older patients who cannot tolerate intensive therapy (NCCN, 2022). Although recent advances have slightly increased remission rates, recurrence and relapse remain very common, leading to a median overall survival between 3 and 6 years (LLS, 2021). Though there are several effective options, progress is still needed towards establishing an accepted frontline approach for MCL (Castellino et al, 2022). Treatment selection and management of MCL are complicated by the heterogeneity of prognosis, advanced age and comorbidities of patients, and lack of an established standard approach for treatment, making it vital that clinicians be familiar with the latest research and advances in this area. In this activity chaired by Michael Wang, MD, Professor in the Department of Lymphoma & Myeloma at MD Anderson Cancer Center, expert faculty will discuss prognostic factors informing treatment, the promising results of recent trials in new therapeutic approaches, and the implications of treatment resistance in therapeutic selection for MCL.
Target Audience
Hematology/oncology fellows, attending faculty, and other health care professionals involved in the treatment of patients with mantle cell lymphoma (MCL).
Learning Objectives
1.) Identify clinical and biological prognostic factors that can guide treatment decision making for older adults with MCL
2.) Evaluate emerging data on targeted therapeutic approaches for treatment-naive and relapsed/refractory MCL and their applicability to older adults
3.) Assess mechanisms of resistance to targeted therapies for MCL and their implications for treatment selection
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Title: Sense of Smell
Presenter: Dr. Faiza, Assistant Professor of Physiology
Qualifications:
MBBS (Best Graduate, AIMC Lahore)
FCPS Physiology
ICMT, CHPE, DHPE (STMU)
MPH (GC University, Faisalabad)
MBA (Virtual University of Pakistan)
Learning Objectives:
Describe the primary categories of smells and the concept of odor blindness.
Explain the structure and location of the olfactory membrane and mucosa, including the types and roles of cells involved in olfaction.
Describe the pathway and mechanisms of olfactory signal transmission from the olfactory receptors to the brain.
Illustrate the biochemical cascade triggered by odorant binding to olfactory receptors, including the role of G-proteins and second messengers in generating an action potential.
Identify different types of olfactory disorders such as anosmia, hyposmia, hyperosmia, and dysosmia, including their potential causes.
Key Topics:
Olfactory Genes:
3% of the human genome accounts for olfactory genes.
400 genes for odorant receptors.
Olfactory Membrane:
Located in the superior part of the nasal cavity.
Medially: Folds downward along the superior septum.
Laterally: Folds over the superior turbinate and upper surface of the middle turbinate.
Total surface area: 5-10 square centimeters.
Olfactory Mucosa:
Olfactory Cells: Bipolar nerve cells derived from the CNS (100 million), with 4-25 olfactory cilia per cell.
Sustentacular Cells: Produce mucus and maintain ionic and molecular environment.
Basal Cells: Replace worn-out olfactory cells with an average lifespan of 1-2 months.
Bowman’s Gland: Secretes mucus.
Stimulation of Olfactory Cells:
Odorant dissolves in mucus and attaches to receptors on olfactory cilia.
Involves a cascade effect through G-proteins and second messengers, leading to depolarization and action potential generation in the olfactory nerve.
Quality of a Good Odorant:
Small (3-20 Carbon atoms), volatile, water-soluble, and lipid-soluble.
Facilitated by odorant-binding proteins in mucus.
Membrane Potential and Action Potential:
Resting membrane potential: -55mV.
Action potential frequency in the olfactory nerve increases with odorant strength.
Adaptation Towards the Sense of Smell:
Rapid adaptation within the first second, with further slow adaptation.
Psychological adaptation greater than receptor adaptation, involving feedback inhibition from the central nervous system.
Primary Sensations of Smell:
Camphoraceous, Musky, Floral, Pepperminty, Ethereal, Pungent, Putrid.
Odor Detection Threshold:
Examples: Hydrogen sulfide (0.0005 ppm), Methyl-mercaptan (0.002 ppm).
Some toxic substances are odorless at lethal concentrations.
Characteristics of Smell:
Odor blindness for single substances due to lack of appropriate receptor protein.
Behavioral and emotional influences of smell.
Transmission of Olfactory Signals:
From olfactory cells to glomeruli in the olfactory bulb, involving lateral inhibition.
Primitive, less old, and new olfactory systems with different path
3. Quality processes
• Quality Assurance: It is the process of assuring
compliance to specifications, requirements or
standards and implementing methods for
conformance.
• Quality Control: It is a management process where
actual performance is measured against expected
performance, and actions are taken on the
difference.
4. • Quality Improvement: It is an organized,
structured process that selectively identifies
improvement teams to achieve improvement in
products or services.
• Total Quality Management: It is a system of
continuous improvement employing
participative management and centered on the
needs of customers.
TQM includes QA, QC and QI.
5. Steps in Quality assurance cycle
1. Planning for quality assurance
2. Developing guidelines and setting standards
3. Communicating standards and specifications
4. Monitoring quality
5. Identifying problems and selecting opportunities for
improvement
6. Defining the problem operationally
7. Choosing a team
8. Analyzing and studying the problem to identify its root
causes
9. Developing solutions and actions for improvement
10. Implementing and evaluating quality improvement
efforts
6.
7. Roles and responsibilities in quality
improvement
Decision makers
Health-service providers
Communities and
service users
Critical relationships in roles and responsibilities
8. a. Role and Responsibilities of Decision
Makers
• The main concern of quality improvement is policy and
strategy development.
• This critical activity will need to engage the whole
health system, this responsibilities is normally rest at
national and regional levels.
• The main concerns of decision-makers at these levels
will be
- to keep the performance of the whole system under
review
- to develop strategies for improving quality outcomes
which apply across the whole system.
9. Role and Responsibilities of Health
service providers
• The core responsibilities of health-service providers
for quality improvement are different.
• Providers may be seen as whole organizations,
teams, or individual health workers.
• In each case, they will ideally be committed to the
broad aims of quality policy for the whole system,
but their main concern will be to ensure that the
services they provide are of the highest possible
standard and meet the needs of individual service
users, their families, and communities.
10. Role and responsibilities of
Communities and health service users
• Improved quality outcomes are not, however,
delivered by health-service providers alone.
Communities and service users are the co-producers
of health.
• They have critical roles and responsibilities in
identifying their own needs and preferences, and in
managing their own health with appropriate support
from health-service providers.
11. Equally important to recognize the connections
between three parts of health system
• Decision-makers cannot hope to develop and implement
new strategies for quality without properly engaging
health-service providers, communities, and service users.
• Health-service providers need to operate within an
appropriate policy environment for quality, and with a
proper understanding of the needs and expectations of
those they serve, in order to deliver the best results.
• Communities and service users need to influence both
quality policy and the way in which health services are
provided to them, if they are to improve their own health
outcomes.
12. A process for building a strategy
for quality improvement
• It contains seven activities (“elements”) within the
three categories of analysis, strategy, and
implementation.
• As a cyclical process it reflects a frequently adopted
approach to quality improvement – understand the
problem, plan, take action, study the results, and
plan new actions in response.
• The main implication of this approach is that
strategies for quality improvement are not ’fixed’.
14. Analysis
This first part of the cyclical process has three
elements.
Element 1. Stakeholder involvement
Element 2. Situational analysis
Element 3. Confirmation of health goals
15. Element 1. Stakeholder involvement
• Quality improvement is about change. For this
reason, an important early step is to determine who
are the key stakeholders and how they will be
involved.
• Key stakeholders - include political and community
leaders, service users and their advocates, health-
care delivery organizations, regulatory bodies, and
representative bodies for health workers. A further
central group of stakeholders would be the senior
officials responsible for quality within the ministry of
health.
16. • formation of a board or steering group drawn from
the stakeholder groups, that would remain involved in
all stages of the process, including implementation
and the review of progress.
• The board or steering group could provide the main
focus for accountability and preparing advice to
decision-makers, as well as wider communication with
all interested parties. Clear terms of reference would
be essential.
• To avoid confusion, those leading the process would
need to know clearly from the outset who would
make policy decisions and determine the range of
new quality interventions.
17. Element 2 Situational analysis
• Situational analysis is a mapping process which allows a
clear baseline to be established before any new
interventions are considered or existing ones adapted.
• The situational analysis will need to cover many areas,
such as
- Current structures and systems within the ministry of health
relating to quality improvement.
- Current policies in health and across sectors
- Current health goals and priorities.
- Current performance of the health system.
-Current quality interventions.
18. Element 3. Confirmation of health
goals
The third element in the process of analysis is to
confirm the wider health goals of the health system.
This activity is important to deal as a separate
element because:
• it is critical for any new interventions in quality improvement
to be seen by stakeholders as aligned with and serving the
broader health goals of the system;
• the situational analysis may cause some health goals to be
called into question by policy-makers and other stakeholders;
• without clear and agreed health goals, the focus and purpose
of any new quality intervention is questionable.
19. • The health goals of any health system will normally
be set through a political process, and may be wide-
ranging. They might fall within the following broad
categories.
• Reducing mortality
• Reducing morbidity
• Reducing health inequalities
• Improving outcomes for a particular disease
• Making health care safer
20. Building the strategy: Choosing
interventions for quality
• The second part of the cyclical process is
concerned with the development of new
strategies in response to analysis,
Element 4 - development of quality goal
Element 5 -choosing interventions for quality
Element 6- planning for their implementation
21. Element 4 - the development of
quality goal
• The choice of quality goals will be driven by the agreed
health goals, and will relate to the different
dimensions of quality. The questioning process in
relation to the health goal will be to ask the following.
• What are the deficiencies in effectiveness?
• What are the deficiencies in efficiency?
• What are the deficiencies in accessibility?
• What are the deficiencies in acceptability?
• What are the deficiencies in equity?
• What are the deficiencies in safety?
22. The examples illustrate the connections
between broader health goals and related
quality goals
• .Health goal: improve health outcomes for rural populations.
Quality goals: improve local access to health services;
improve the acceptability of those services.
• Health goal: reduce avoidable mortality from preventable
risks.
Quality goals: reduce medication errors by 50%.
• Health goal: improve outcomes for people with cancer.
Quality goals: improve access to diagnostics and early
treatment; improve effectiveness through evidence-based
practice; ensure continuity of care.
23. Element 5 -choosing interventions for
quality
• This element moves attention from the “what” to the
“how”.
• It calls for judgements to be made about
interventions, and agreement to be reached about
the process of implementation.
• To assist this process, it is helpful to follow a simple
‘map’ of the domains where quality interventions
could be made (and where current quality problems
might be located).
24. Mapping the 'Domains'
• It identifies six domains, are intended to help policy-
makers address quality issues at a more strategic
level.
a. leadership
b. information
c. patient and population engagement
d. regulation and standard
e. organizational capacity
f. models of care
26. Element 6- planning for their
implementation
• Another important outcome to be achieved in this
part of the cycle is agreement about the plan for
implementation of the agreed interventions.
• Any implementation plan will need to meet local
considerations, but there are generic issues which
need to be considered, such as those suggested in
the following questions.
• Who will lead the change process?
• What resources will be available to support implementation?
• What technical expertise will be available to support
implementation?
27. • How will accountability work?
• Who has the authority to amend the implementation plan?
• Will the change process start with pilot projects?
• What will be the plan for scaling up?
• What will be the timetable for implementation?
• How will decision-makers communicate with stakeholders?
• What will be the key milestones?
• How will progress be monitored?
28. Implementation
• The third part of the cyclical process is concerned
with the management of agreed quality strategies,
and with reviewing progress and the impact of
changes as an input to the continuing activity of
ANALYSIS. It consists of
Element 7. Implementation process
Element 8. Monitoring progress
29. Element 6. Implementation process
• This element moves the focus to managing the
implementation process.
• The strategy will have identified a framework for
implementation and covered key issues such as
leadership and accountability, timescales and
milestones, and the monitoring of progress.
• The success of the interventions will then depend on
maintaining a clear focus on implementation,
sustaining interest and commitment, and having the
capacity to make tactical decisions to modify
activities in response to feedback.
30. The responsibilities of board for
sustainability
Having a programme board or steering group with
appropriate stakeholder representation and terms of
reference could be an effective way of sustaining a
intervention for quality strategy. The core responsibilities
of such a board might include:
• keeping under review progress on implementation,
adherence to timetables, and achievement of targets
and goals;
• redirecting resources;
• providing an account of progress to interested parties;
• modifying timetables and milestones;
31. • preparing the health system for scaling up where a
phased approach is planned;
• keeping new evidence under review and modifying
plans to take account of that evidence.
32. Element 7. Monitoring progress
• The final element is to maintain a focus on the
delivery of the improved outcomes and benefits
being sought. This focus is important because:
• if results are not those that were expected, it will be
important to make early decisions about how the
strategy and its selected interventions might be
modified to achieve better results;
33. • any investment of effort and resources in quality
improvement can only be justified in terms of
improved outcomes – giving proper account to
stakeholders for that investment can only be done
with information about changing outcomes; and
• maintaining the motivation and commitment of
stakeholders in the change process will be helped by
being able to point both to progress and
achievements, and to the delivery of the quality
goals to which they have subscribed.
34. Plan for monitoring
• The quality measures to be used will have been
agreed earlier in the process,when health goals and
related quality goals were set.
• Wherever possible, existing information sources
should be used to monitor progress and outcomes;
the
• Implementation plan should include arrangements
for collecting new data if required.
• Tools such as questionnaires, matrix can be used
36. Quality Control
• Quality control (QC) has a narrower focus than
quality assurance. Quality control focuses on the
process of producing the product or service with
the intent of eliminating problems that might
result in defects.
• QC includes the operational techniques and the
activities which sustain a quality of product or
service that will satisfy given needs; also the use
of such techniques and activities.
37. • Quality control is the function of ensuring that
the product or service quality conforms to
predetermined standard.
• Once the standard have been determined, the
acceptability of the actual work can be compared
with expected standard.
• If there is a serious lack of conformity, corrective
measures may be neccery.
38. Five activities implies in Quality
Control Process
• Determining tolerance i.e. range within which
deviation in actual quality from standard will be
acceptable.
• Conducting inspection and tests of materials,
processes and products.
• Isolating acceptable units from those, which do not
conform to quality standards.
• Bringing causes of deviations to the attention of the
concerned manager
• Suggesting ways and means of improving the
quality
39. Methods/ Techniques of Quality
Control
• Two main techniques of quality control -
a. Inspection- involves periodic checking and
measuring before, during and after the production
process, aims to detect and isolate defective work
and prevent it occurring in future.
b. Statistical quality control-statistical techniques is
applied for the maintenance of quality standard. It is
based on the theory of sampling and laws of
probability.
40. Total Quality Management:
• Total Quality Management or Quality
management is a system of continuous
improvement employing participative
management and centered on the needs of
customers. TQM includes QA, QC and QI.
• It is the totality of functions involved in the
determination and achievement of quality
41. • Total quality management is a management approach
centred on quality, based on the participation of an
organisation's people and aiming at long term success
(ISO 8402:1994). This is achieved through customer
satisfaction and benefits all members of the organisation
and society.
• In other words, TQM is a philosophy for managing an
organisation in a way which enables it to meet
stakeholder needs and expectations efficiently and
effectively, without compromising ethical values.
• TQM is a way of thinking about goals, organisations,
processes and people to ensure that the right things are
done right first time. This thought process can change
attitudes, behaviour and hence results for the better.
42. Definitions
• TQM is a cooperative form of doing business that relies
on the talents and contributions of both labour and
management to continually improve quality and
productivity using teams.
Josep R. Jablonski 1991
TQM is creating an organizationl culture committed to the
continuous improved of skills, teamwork, process,
product and service quality and consumer satisfaction.
Arthur R. Tenner and Irving J. DeToro 1997
• TQM is continuous, customer-oriented, employee-driven
improvement.
Richard Schonberger 2002
43. The principles of quality
management
There are eight principles and elements of quality
management:
• customer-focused organization
• leadership
• involvement of people
• process approach
• system approach to management
• continual improvement
• factual approach to decision making
• mutually beneficial supplier relationships
44. TQM Techniques
• Benchmarking -process of continually comparing.
Two types of benchmarking.
i. Internal ii. External
• ISO Standards - series of number 9000 to 9004. In
the 1990s, another system introduced-ISO 1400. In
Nepal, the Nepal Bureau of Standards and Metrology
NBSM, ISO 9000 has adopted, as a international
assessment criteria, 'ISO 9000 certification'
• Quality circles- viewed as increase of worker
involvement and powerful method of employee
empowerment
45. • Responsiveness- responds over their competitors. If
The organization responds quickly, it is faster than
competition. Faster organizations are more likely to
be the winners, better and smarter.
• Outsourcing- process of contracting out for some
functions of an organization to outside firms. It
increases efficiency, reduces cost and time, enhances
productivity of resources and improve quality.
46. • SIX SIGMA- is a statistical model coupled with specific
quality tools. It is fact-based, data driven philosophy
of quality improvement that values defect prevention
over defect detection.
• Six sigma attempts to design quality rather than
measuring the quality after production, the premise
behind Six Sigma is to design, measure, analyze and
control the input of production process to achieve
the goal of no more than 99. 99% defects per million
procedure.
• Kaizen- is a Japanese term, is the elimination of
waste.
47. TQM Tools include:
• Pareto analysis
• Control chart
• Cause and effect diagrams
• Flowcharting
• Others-
- histogram/ bar graph
- check list
-check sheets
49. • The Pareto principle suggests that most effects come
from relatively few causes.
• In quantitative terms: 80% of the problems come
from 20% of the causes (machines, raw materials,
operators etc.);
• 80% of the wealth is owned by 20% of the people
etc. Therefore effort aimed at the right 20% can solve
80% of the problems.
• Double (back to back) Pareto charts can be used to
compare 'before and after' situations. General use, to
decide where to apply initial effort for maximum
effect.
51. • Control charts are a method of Statistical Process
Control, SPC. (Control system for production
processes).
• They enable the control of distribution of variation
rather than attempting to control each individual
variation.
• Upper and lower control and tolerance limits are
calculated for a process and sampled measures are
regularly plotted about a central line between the
two sets of limits. The plotted line corresponds to
the stability/trend of the process.
53. • The cause-and-effect diagram or fishbone diagram is
a method for analyzing process dispersion.
• The diagram's purpose is to relate causes and
effects.
• Three basic types: Dispersion analysis, Process
classification and cause enumeration.
• Effect = problem to be resolved, opportunity to be
grasped, result to be achieved.
• Excellent for capturing team brainstorming output
and for filling in from the 'wide picture'.
• Helps organize and relate factors, providing a
sequential view.
• Deals with time direction but not quantity. Can not
demonstrate interrelationships.
54. Flow Charts
• A Flow charts is a pictorial representation that shows
pictures, symbols or text coupled with lines, arrows
on lines show direction of flow.
• This chart can be used when the managers are trying
to identify problems/opportunities and decision
points.
• This chart presents ideal path of a work. Any
deviation from ideal path is detected.
• A flow charts is useful tools for planning and control
of quality
55.
56. Measurements
• After using the tools and techniques an organisation
needs to establish the degree of improvement.
• Any number of techniques can be used for this
including self-assessment, audits and SPC.
57. TQM Process
• TQM processes are divided into four sequential
categories: plan, do, check, and act (the PDCA cycle).
Act Plan
Check Do
58. • Plan -In the planning phase, people define the
problem to be addressed, collect relevant data, and
ascertain the problem's root cause;
• Do - in the doing phase, people develop and
implement a solution, and decide upon a
measurement to gauge its effectiveness;
• Check- in the checking phase, people confirm the
results through before-and-after data comparison;
• Actin the acting phase, people document their
results, inform others about process changes, and
make recommendations for the problem to be
addressed in the next PDCA cycle.
59. Advantages of Quality Studies in
Health Care
1. Accomplishments of the programme will be listed.
2. Weak points in the programme will be identified.
3. Process of quality assessment itself will improve
quality of care.
4. Health care financing will be more focused.
5. Determines the utilization pattern of health care
services.
6. Aspects of care that can maximize effectiveness
may identified.
7. Reflects changing and emerging needs in health
care.
60. Steps in Conducting A Quality
Assessment Study
1. Identify the objectives of the programme to be
evaluated
2. Identify the indicators of quality for the objectives
3. Develop standards for the indicators
4. Identify the methods of assessing quality
5. Sampling in quality assessment need not be strictly
representative.
6. After data collection organize the data in terms of
the indicators.
7. Compare it with standards developed
61. Techniques of Conducting Quality
Assessment
• Review of statistics
• Review of records
• Special studies
• Patient surveys
• Household surveys
• Assessment of consumer satisfaction
• Observation
62. Types of Quality
• Product based quality: product’s attributes e.g.
sweet mangoes, soft silk etc.
• User based quality: the ability of the product to
meet the user’s needs and expectations.
• Value based quality: cost benefit relationship. It
is the ratio of what the customer gets and gives.
• Manufacturing based quality: Conformance to
established standards.
• Transcendent based quality: It is inherent
value apparent to the customer. “Beauty lies in the
beholder’s eyes”
63. STANDARDS
• A Standard is a statement of expected level of
quality.
• It states clearly the inputs required to deliver a
service, how things should be done (process) and
what the output or outcome should be.
• When we compare what is expected in the standards
to what we do, we shall be able to identify any
quality gaps and then make plans to improve upon it.
64. • Standards can be set for any level of the healthcare
system i.e. national, regional, district, sub-district.
• There are also international standards e.g. those
developed by the WHO that can be adapted to that
of the country.
• They can be developed for use in public health,
clinical care and support services
65. Types of Standard
• Input Standards- Input or structure standards define
the resources that must be supplied for the activities
to be carried out.
• Process Standards -Process standards describe the
tasks or steps that must be carried out until the
activity is completed.
• Output/ Outcome Standards -Output/ Outcome
standards describe the outputs or results of the
activities carried out.
66. Input standards for antenatal Clinic
Physical structure Equipment and
supplies
Staff
67. Process standards
• National Reproductive Health Policy, Standards and
Protocols
• Laboratory standard operating procedures; and
• Medical records procedures.
68. Output/ Outcome standards
• Pregnant women will attend at least four times
during pregnancy.
• Ninety percent (90%) of women attending antenatal
clinic will report satisfaction with care given (client
survey).
69. Uses of Standards
Standards are used to:
• Define quality
• Determine, inputs, processes and outcomes, and
• Develop indicators to monitor quality.
70. example
• standards for antenatal care using the three
(3) areas namely,
• input,
• process and
• outcome
71. Input standards
• These are measured in terms of quality of physical
structure, equipment, supplies and staff.
• Physical structure-
- The antenatal clinic should have a reception and
waiting area with adequate seating for women.
- A separate examination room for history and
examination
• Staff
• Qualified nurse midwife(s)
• Support staff
72. • Equipment and supplies
• Standing scale with Height measure
• Sphygmomanometer
• Maternal health records
• Fetoscope
• Dipstick for urinalysis
• Measuring tape
• Examination table
• Immunization equipmentsseparate examination room for
history and examination
• Drugs- Folic acid, Iron, anti-malarials
• Laboratory for basic tests
73. Methods used for communication to staff
about Standard
• Training of health workers (in service and on the job
training)
• Launching of the standard
• Seminars/ conferences
• Developing job aids
• Support supervision.
74. Barriers of quality health services
• The health system environment
• The health system infrastructure
• Cost of services
• Socio/cultural constraints
• Service user's perception regarding medical care
• Language and education
• Trust by users in health care providers and procedures
• Service provider's attitudes and skills
• Lack of assertiveness and low self-esteem by users
• Lack of information/knowledge of available health
services in community
75. • monitoring quality of care;
• comparing and ranking performance of facilities
• providing technical support to regional QA teams;
• mobilizing resources for quality assurance.
76. Issues and challenges in quality of
health care
• Inequity due to mal distribution of scarce health
resources
• Shortage of trained personnel and skewed distribution
• Increasing expenditure in health
• Expansion of health business in health center
• Continuity of services
• Quality assessment, techniques and tools
• Monitoring and reporting system
77. Roles and responsibilities of
organizational levels in Quality
• The role of national level is to give direction and
support to regions in the implementation of quality
assurance. A national QA team for the establishment
of a quality assurance unit will serve the following
functions:
• developing policies and strategies;
• co-ordinating countrywide quality assurance
program;
• developing clinical guidelines and protocols;
• setting national standards ;
78. • Socioeconomics plays an important role in a family's
decision to seek medical assistance The uncertainty
regarding the ability to pay for medical cost may
discourage one to seeking medical help. For example,
cost and prices of services, transport cost, wages of
quality of staff, price of quality of drugs and other
consumables.
• Waiting for a long period e.g. two or three-month
doctor’s appointment, facing long lines, and long
hours discourages individuals seeking healthcare
services.
79. • Language and literacy can be a barrier to healthcare.
Lack of information on available health care
choice/providers, the embarrassment of sharing
personal information or admitting ones lacks of
reading and writing skills can be a barrier to entering
a medical facility.
• Community's culture, attitudes and norms plays a
significant role in healthcare barriers through
negative perceptions or fears regarding medical care.
For example, culturally, patients may have difficulty
with a doctor of the opposite. Another cultural
barrier to medical services is an individual’s religious
belief.
80. • Trust plays a major role in seeking medical attention.
Lack of trust by users in health care providers, making
people reluctant to use the respective services.
• Staff absenteeism, limited opening hours that do not
allow for dealing with emergencies or working times
are not convenient for patients, especially working
people.
• Negative experiences with medical staff may
influence patients to postpone medical attention. For
example unwelcoming staff attitude or poor
interpersonal skills as well as complex billing systems
at hospitals play barrier in quality of care.
81. • Lack of assertiveness and low self-esteem by users
from among the poor, which increased the difficulty
of accessing services.
• The effect of non-financial barriers, such as lack of
health awareness, apparent unfelt need or lack of
opportunity (defined as exclusion from social and
health providers) are important hindering factors to
assure of quality improvement of health services.
Editor's Notes
six domains which are generic in nature, and which are interrelated.