This document discusses key concepts of quality in healthcare including definitions, dimensions, and frameworks. It defines quality as meeting expectations and conforming to standards. The dimensions of quality - effectiveness, efficiency, safety, patient-centeredness, timeliness, and more - must be achieved to provide the right care. Quality is measured using a structure-process-outcome framework where structure leads to processes which lead to outcomes. Total quality management is presented as the latest approach focusing on continuous improvement, customer satisfaction, and organizational commitment to quality.

1. Healthcare Quality Concepts

2. BASIC CONCEPTS OF QUALITY QUALITY ASPECTS OF QUALITY FRAMEWORK OF QUALITY QUALITY MANAGEMNT CUSTOMER CONCEPT QUALITY CONTROL QUALITY ASSURANCE TOTAL QUALITY MANAGEMENT

8. What is right in Healthcare

10. How To Do It Right Eight Quality Dimensions Must Be Achieved To Do It Right

33. Principles of Customer Service

34. The Concept of Customer

36. The Concept of the External Customer

40. The Concept of the Internal Customer

46. QM Vs QA The Prime Focus of Quality Management Quality Assurance Achieving results that satisfy the requirements for quality. Demonstrating that the requirements for quality have been (and can be) achieved. Motivated by stakeholders internal to the organization, especially the organization’s management Motivated by stakeholders, especially customers, external to the organization Goal is to satisfy all stakeholders Goal is to satisfy all customers. Effective, efficient, and continually improving, overall quality-related performance is the intended result. Confidence in the organization’s services is the intended result Scope covers all activities that affect the total quality-related business results of the organization Scope of demonstration coves activities that directly affect quality-related process and product results

58. Always remember Quality Quality is an ongoing journey and not an end point Quality is an endless race

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