This document provides an overview of quality culture and language in healthcare. It discusses key concepts like quality planning, control, and improvement. It defines terms like product, customer, satisfaction, and deficiency. It explains the patient's six rights which define quality service standards. Objectives of quality management are outlined, including providing error-free care and ensuring patients are discharged on schedule with the correct paperwork and instructions. Barriers to quality like lack of training and education are identified. The document also discusses quality in healthcare today in terms of elements like customer focus, costs, and patient satisfaction. It provides a case study example of a quality issue and improvement process. Finally, it discusses the concept of quality in Islamic teachings and how excellence is emphasized in

1. ‫ﺍﻟﺮﺣﻴﻢ‬ ‫ﺍﻟﺮﺣﻤﻦ‬ ‫ﷲ‬ ‫ﺑﺴﻢ‬

2. Dr. Abd Almageed Mahmoud Farag
Quality culture and language

3. provides error free care to your patient
your patients discharged on schedule
every time
financial : every patient leaves with a
correct statement
proper instructions on at home-care
you surely have attained peace of mind
with regard to the management of your
organization
Your healthcare organization

4. Your facility has happy and loyal
clientele
your staff has professional satisfaction
your management and resources are
applied to positive purposes
congratulations
Your healthcare organization

5. Objectives
1- quality
2- Principles of medical Service
3-Describe the Objectives of Service Standard
4-Identify Patient’s Cure Records
5-Supply Chain Responsibilities
6-What is the Patient’s Six rights
7-Discuss What is quality Management

6. Having Completed
we will be Able to Answer These
Questions
1- What is the concept of medical service
2- Who will manage medical supply chain
3- Where the provider can achieve tasks and
services
4- When can we gain benefits from quality
5- Why quality is a competitive strategy
6- What is the basic product of quality
7- Where we can be educated

7. The Meanings of
“Quality.”
1. “Quality” means those features of products
which meet customer needs and thereby provide
customer satisfaction. In this sense, the meaning of
quality is oriented to income
2. “Quality” means freedom from deficiencies—
freedom from errors that require doing work
over again (rework) or that result in field failures,
customer dissatisfaction, customer claims, and so
on. In this sense, the meaning of quality is oriented
to costs, and higher quality usually “costs less.”

8. Definitions of Other Key Words
.The definitions of “quality” include certain key words
The output of any process both goods andProduct:
services.
: A property possessed by goods orProduct feature
services that is intended to meet customer needs.
Anyone who is affected by the product or byCustomer:
the process used to produce the product. Customers may
be external or internal.
: A state of affairs in whichCustomer satisfaction
customers feel that their expectations have been met by
the product features
.
Any fault (defect or error) that impairs aDeficiency:
product’s fitness for use
: A state of affairs in whichCustomer dissatisfaction
deficiencies (in goods or services) result in customer
complaints

9. Customer satisfaction comes from those features
which induce customers to buy the product.
Dissatisfaction has its origin in deficiencies
and is why customers complain. Some products
give little or no dissatisfaction; they do what
the producer said they would do. Yet they are not
salable because some competing product has
features that provide greater customer
satisfaction.
Satisfaction and Dissatisfaction
Are Not Opposites.

10. Quality planning
Establish quality
goals
Identify who the
customers are
Determine the needs
of the customers
Develop product
features that
respond to customers’
needs
Develop processes
able to produce the
product features
Establish process
controls; transfer
the plans to the
operating forces
HOW TO MANAGE FOR QUALITY
Quality control
Evaluate actual
performance
Compare actual
performance
with
quality goals
Act on the
difference
Quality improvement
Prove the need
Establish the
infrastructure
Identify the
improvement projects
Establish project
teams
Provide the teams
with resources,
training, and
motivation to:
Diagnose the causes
Stimulate remedies
Establish controls to
hold the gains

11. 1- Education Programs
2- People Cultures
3- Lack of Training
4- Vague of Responsibilities
5- Lack of Competency
quality issues

12. Education Programs-1
- Schools or Institutes
- Who Can Teach the Syllabus
- quality language
- Media

13. People Cultures-2
- Myths and facts
- Awareness
- Media

14. Lack of Training–3
- Saving costs
- No budgets

15. Vague of Responsibilities–4
- Who is responsible for what

16. Lack of Competency–5
- Low salaries
- self motivation

17. others-6

18. Quality today
Management Elements
- Planning
- Organising
- Arrangements
- Monitoring

19. P D C A

20. quality Today
Customer focus
Market share
Cost effectiveness
professionalism
Availability
Patient satisfaction
Patient rights
Safety

21. Appropriateness
The appropriateness of specific test, procedure, or service to
meet the patient’s needs.
The degree to which the care and services provided are
relevant to the individual’s clinical needs, given the current
state of knowledge.
Appropriateness pertain to the choices be medication
therapies, diagnostic tests, non-invasive or invasive
procedures. Even if performed well, an inappropriate type
of care may cause harm and will not help the patient.

22. Availability:
The availability of a necessary test, procedure, treatment or
service for the patient.
The degree to which appropriate care is available to meet
the individual patient needs.
Appropriate choices of treatment are futile unless they are
actually available to patients.

23. Timeliness
The timeliness with which a necessary test, procedure,
treatment, or service is provided to the patient.
The degree to which the care is provided to the patient at the
most beneficial or necessary time.
Timeliness pertains to the process of care and can certainly
affect the outcome of care. Timing is crucial for
everything from initial assessment to pre-surgical
antibiotic administration to patient education.

24. :Effectiveness
The effectiveness with which tests, procedures,
treatments, and services are provided.
The degree to which the care is provided in the current
manner, given the current state of knowledge, to
achieve the desired or projected outcomes for the
patient

25. Continuity
The continuity of the services proved to the patient with
respect to other services, practitioners, providers, and
over a period of time.
The degree to which the care is coordinated among
practitioners, providers, and over a period of time.
Continuity of care is a priority as systems become more
vertically integrated. A hallmark of a truly integrated
system is it’s continuity of care.
For example, the organization’s ability to effectively
guide a patient from acute care to home health care or
from primary care to acute care requires effective
communication and planning among several different
disciplines and services.

26. Safety
The safety of the patient/staff to whom the services are
provided.
The degree to which the risk of an intervention (for
example, a drug) and risk in the care environment
are reduced for a patient and others, including the
healthcare practitioners.
Safety management is not an isolated function.. Safety
management involved not only minimizing risk from
the care provided but also involves minimizing risk in
the environment.
For example, the building and utilities must be safe
from the hazards, and the medical equipment must
be reliable

27. Efficiency
The efficacy with which services are provided.
The relationship between the outcomes (results of the
care provided) and the resources used to deliver
service.

28. How to sustain
Review Patient
records
Identify
Correct
medicine
Provide
Patient
With cure
Improve the
service
Review
results
Improvement Circle

29. Case Study
Problem Happened

30. Patient six “rights” that define the
purpose of quality services
Patient identification
communication
Use of medication
Eliminate wrong
Reduce risk of transinfection
Reduce risk of fall

31. “The basic product of quality
is the safe cure of the patient”

32. Patient identification
Use at least two patient
identifiers when providing
care, treatment and services.

33. Communication
Improve the effectiveness of
communication among
caregivers.

34. Medication usage
Improve the safety of using
medication
Label all medications, medication containers, and other
solutions on and off the sterile field in preoperative and other
procedural settings.
Rts.5

35. Eliminate wrong
Protocol for Preventing Wrong
Site, Wrong Procedure, Wrong
Person Surgery

36. Reduce the risk of
health care-associated
infections.
Reduce risk of
transinfection

37. Reduce risk of fall
Reduce the risk
of patient harm
resulting from
falls.

38. Quality is a culture and language
we will do it
‫ﺍﺫﺍ‬ ‫ﻳﺤﺐ‬ ‫ﺗﻌﺎﻟﻰ‬ ‫ﷲ‬ ‫ﺍﻥ‬
‫ﻋﻤﻼ‬ ‫ﺃﺣﺪﻛﻢ‬ ‫ﻋﻤﻞ‬
‫ﻳﺘﻘﻨﻪ‬ ‫ﺃﻥ‬

39. ‫ﺍﻟﺪﻳﻦ‬ ‫ﺗﻌﺎﻟﻴﻢ‬ ‫ﻓﻲ‬ ‫ﻧﺠﺪﻩ‬ ‫ﺍﻟﺸﺎﻣﻠﺔ‬ ‫ﺍﻟﺠﻮﺩﺓ‬ ‫ﺃﺳﻠﻮﺏ‬ ‫ﺇﻥ‬
‫ﻣﺎ‬ ‫ﻫﻲ‬ ‫ﺍﻹﺩﺍﺭﺓ‬ ‫ﻭﺟﻮﺩﺓ‬ ، ‫ﻣﻔﺎﻫﻴﻤﻪ‬ ‫ﺑﻜﻞ‬ ‫ﺍﻹﺳﻼﻣﻲ‬
‫ﺑـ‬ ‫ﺍﻹﺳﻼﻣﻲ‬ ‫ﺍﻟﺪﻳﻦ‬ ‫ﻳﺴﻤﻴﻬﺎ‬)‫ﺍﻹﺗﻘﺎﻥ‬(‫ﻭﺍﻟﻤﺴﻠﻢ‬ ،
‫ﻭﺇﺭﺿﺎء‬ ‫ﻭﺟﻞ‬ ‫ﻋﺰ‬ ‫ﷲ‬ ‫ﻹﺭﺿﺎء‬ ‫ﻋﻤﻠﻪ‬ ‫ﺑﺈﺗﻘﺎﻥ‬ ‫ﻣﻄﺎﻟﺐ‬
‫ﻣﺒﺎﺩﺉ‬ ‫ﺍﻹﺳﻼﻣﻴﺔ‬ ‫ﺍﻟﺸﺮﻳﻌﺔ‬ ‫ﻓﻔﻲ‬ ، ‫ﺍﻵﺧﺮﻳﻦ‬
‫ﺇﻟﻰ‬ ‫ﺗﺪﻋﻮ‬ ، ‫ﺍﻟﺸﺎﻣﻠﺔ‬ ‫ﺍﻟﺠﻮﺩﺓ‬ ‫ﻹﺩﺍﺭﺓ‬ ‫ﻭﻣﻔﺎﻫﻴﻢ‬
‫ﺧﻼﻝ‬ ‫ﻣﻦ‬ ‫ﺍﻹﺗﻘﺎﻥ‬ ‫ﻣﺮﺍﻋﺎﺓ‬.
‫ﺍﻹﺳﻼﻣﻲ‬ ‫ﺍﻟﺪﻳﻦ‬ ‫ﻓﻲ‬ ‫ﺍﻟﺠﻮﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻣﻔﻬﻮﻡ‬

40. ‫ﺃ‬.‫ﺍﻟﻘﻳﻡ‬:‫ﺍﻟﺷﺭﻳﻑ‬ ‫ﺍﻟﺣﺩﻳﺙ‬ ‫ﻓﻲ‬ ‫ﻭﺭﺩ‬ ‫ﻭﻗﺩ‬ ‫ﺍﻟﺳﺎﻣﻳﺔ‬ ‫ﻟﻠﻘﻳﻡ‬ ‫ﺍﻟﺗﻌﺭﺽ‬" :‫ﺍﻹﺣﺳﺎﻥ‬ ‫ﻛﺗﺏ‬ ‫ﷲ‬ ‫ﺇﻥ‬
‫ﺷﻲء‬ ‫ﻛﻝ‬ ‫ﻓﻲ‬. "
‫ﺏ‬.‫ﺑﺎﻟﻌﻣﻝ‬:‫ﺍﻟﺳﻼﻡ‬ ‫ﻋﻠﻳﻪ‬ ‫ﻗﺎﻝ‬ ، ‫ﻋﺎﻟﻳﺔ‬ ‫ﻭﺟﻭﺩﺓ‬ ‫ﺑﺈﺗﻘﺎﻥ‬ ‫ﺇﻧﺟﺎﺯﻩ‬"‫ﺃﺣﺩﻛﻡ‬ ‫ﻋﻣﻝ‬ ‫ﺇﺫﺍ‬ ‫ﻳﺣﺏ‬ ‫ﷲ‬ ‫ﺇﻥ‬
‫ﻳﺗﻘﻧﻪ‬ ‫ﺃﻥ‬ ً‫ﻼ‬‫ﻋﻣ‬."
‫ﺝ‬.‫ﺍﻟﻣﻬﺎﺭﺍﺕ‬:‫ﺗﻌﺎﻟﻰ‬ ‫ﻗﺎﻝ‬ ، ‫ﻭﺍﻟﻌﻣﻠﻳﺔ‬ ‫ﻭﺍﻟﻔﻧﻳﺔ‬ ‫ﺍﻹﺩﺍﺭﻳﺔ‬ ‫ﺍﻟﻣﻬﺎﺭﺍﺕ‬ ‫ﺗﻁﻭﻳﺭ‬" :‫ﻣﻥ‬ ‫ﺧﻳﺭ‬ ‫ﺇﻥ‬
‫ﺍﻷﻣﻳﻥ‬ ‫ﺍﻟﻘﻭﻱ‬ ‫ﺍﺳﺗﺄﺟﺭﺕ‬) "‫ﺁﻳﺔ‬ ، ‫ﺍﻟﻘﺻﺹ‬26.(
‫ﺩ‬.‫ﺍﻟﻭﻗﺕ‬:‫ﺗﻌﺎﻟﻰ‬ ‫ﻗﺎﻝ‬ ، ‫ﺍﻟﻠﻬﻭ‬ ‫ﻓﻲ‬ ‫ﺗﺿﻳﻌﻪ‬ ‫ﻭﻋﺩﻡ‬ ‫ﺑﺣﺳﺎﺏ‬ ‫ﺍﻟﻭﻗﺕ‬ ‫ﺍﺳﺗﺧﺩﺍﻡ‬) :‫ﺇﻥ‬ ، ‫ﻭﺍﻟﻌﺻﺭ‬
‫ﻭﺗﻭﺍﺻﻭﺍ‬ ‫ﺑﺎﻟﺣﻕ‬ ‫ﻭﺗﻭﺍﺻﻭﺍ‬ ‫ﺍﻟﺻﺎﻟﺣﺎﺕ‬ ‫ﻭﻋﻣﻠﻭﺍ‬ ، ‫ﺁﻣﻧﻭﺍ‬ ‫ﺍﻟﺫﻳﻥ‬ ‫ﺇﻻ‬ ، ‫ﺧﺳﺭ‬ ‫ﻟﻔﻲ‬ ‫ﺍﻹﻧﺳﺎﻥ‬
‫ﺑﺎﻟﺻﺑﺭ‬) . (‫ﺁﻳﺔ‬ ، ‫ﺍﻟﻌﺻﺭ‬1-3.(
‫ﻫـ‬-‫ﺍﻟﻧﺎﺱ‬:‫ﺗﻌﺎﻟﻰ‬ ‫ﻗﺎﻝ‬ ، ‫ﻭﺗﻌﺎﻭﻥ‬ ‫ﺑﺎﺣﺗﺭﺍﻡ‬ ‫ﺍﻷﻓﺭﺍﺩ‬ ‫ﻣﻊ‬ ‫ﺍﻟﺗﻌﺎﻣﻝ‬) :‫ﻋﻅﻳﻡ‬ ‫ﺧﻠﻕ‬ ‫ﻟﻌﻠﻰ‬ ‫ﻭﺇﻧﻙ‬.(
‫ﻭ‬.‫ﺍﻟﻣﻭﺍﺭﺩ‬:‫ﻗﺎﻝ‬ ، ‫ﻓﻳﻬﺎ‬ ‫ﺍﻹﺳﺭﺍﻑ‬ ‫ﻭﻋﺩﻡ‬ ‫ﺑﺎﻗﺗﺻﺎﺩ‬ ‫ﺃﻧﻭﺍﻋﻬﺎ‬ ‫ﻣﺧﺗﻠﻑ‬ ‫ﻋﻠﻰ‬ ‫ﺍﻟﻣﻭﺍﺭﺩ‬ ‫ﺍﺳﺗﺧﺩﺍﻡ‬
‫ﺗﻌﺎﻟﻰ‬)‫ﺍﻟﻣﺳﺭﻓﻳﻥ‬ ‫ﻳﺣﺏ‬ ‫ﻻ‬ ‫ﷲ‬ ‫ﺇﻥ‬ ‫ﺗﺳﺭﻓﻭﺍ‬ ‫ﻭﻻ‬. (

41. ‫ﺯ‬.‫ﺍﻟﻘﺭﺍﺭ‬:‫ﺗﻌﺎﻟﻰ‬ ‫ﻗﺎﻝ‬ ، ‫ﺍﻟﻘﺭﺍﺭ‬ ‫ﺍﺗﺧﺎﺫ‬ ‫ﻓﻲ‬ ‫ﻭﺍﻟﺻﺩﻕ‬ ‫ﺍﻟﺗﺷﺎﻭﺭ‬ ‫ﺧﻼﻝ‬ ‫ﻣﻥ‬ ‫ﻭﺫﻟﻙ‬) :‫ﻓﻲ‬ ‫ﻭﺷﺎﻭﺭﻫﻡ‬
‫ﷲ‬ ‫ﻋﻠﻰ‬ ‫ﻓﺗﻭﻛﻝ‬ ‫ﻋﺯﻣﺕ‬ ‫ﻓﺈﺫﺍ‬ ‫ﺍﻷﻣﺭ‬. (‫ﺗﻌﺎﻟﻰ‬ ‫ﻭﻗﺎﻝ‬)‫ﺑﻳﻧﻬﻡ‬ ‫ﺷﻭﺭﻯ‬ ‫ﻭﺃﻣﺭﻫﻡ‬.(
‫ﺡ‬.‫ﺍﻟﻣﻌﺎﻣﻠﺔ‬:، ‫ﻻﺻﺣﺎﺑﻬﺎ‬ ‫ﺍﻟﺣﻘﻭﻕ‬ ‫ﻭﺇﻋﻁﺎء‬ ‫ﺍﻟﻌﺎﻣﻠﻳﻥ‬ ‫ﻣﻊ‬ ‫ﺍﻟﺗﻌﺎﻣﻝ‬ ‫ﻓﻲ‬ ‫ﺍﻟﻌﺩﻝ‬ ‫ﺧﻼﻝ‬ ‫ﻣﻥ‬ ‫ﻭﺫﻟﻙ‬
‫ﺍﻟﺳﻼﻡ‬ ‫ﻋﻠﻳﻪ‬ ‫ﻗﺎﻝ‬" :‫ﻋﺭﻗﻪ‬ ‫ﻳﺟﻑ‬ ‫ﺃﻥ‬ ‫ﻗﺑﻝ‬ ‫ﺃﺟﺭﻩ‬ ‫ﺍﻷﺟﻳﺭ‬ ‫ﺃﻋﻁ‬."
‫ﻁ‬.‫ﺍﻟﻣﻘﺎﻳﻳﺱ‬:‫ﻟﻘﻭﻟﻪ‬ ً‫ﺎ‬‫ﻣﺻﺩﺍﻗ‬ ‫ﺑﺎﻟﺫﺭﺓ‬ ‫ﻳﻘﻳﻣﻬﺎ‬ ‫ﻓﺎﻹﺳﻼﻡ‬ ، ‫ﻭﺍﻟﻣﻌﺎﻳﺭ‬ ‫ﺍﻟﻣﻘﺎﻳﻳﺱ‬ ‫ﻓﻲ‬ ‫ﺍﻟﺩﻗﺔ‬ ‫ﺍﻟﺗﺯﺍﻡ‬
‫ﺗﻌﺎﻟﻰ‬) :‫ﻳﺭﻩ‬ ً‫ﺍ‬‫ﺷﺭ‬ ‫ﺫﺭﺓ‬ ‫ﻣﺛﻘﺎﻝ‬ ‫ﻳﻌﻣﻝ‬ ‫ﻭﻣﻥ‬ ‫ﻳﺭﻩ‬ ً‫ﺍ‬‫ﺧﻳﺭ‬ ‫ﺫﺭﺓ‬ ‫ﻣﺛﻘﺎﻝ‬ ‫ﻳﻌﻣﻝ‬ ‫ﻓﻣﻥ‬) (‫ﺁﻳﺔ‬ ، ‫ﺍﻟﺯﻟﺯﻟﺔ‬7،
8. (
‫ﺍﻟﺷﺎﻣﻠﺔ‬ ‫ﺍﻟﺟﻭﺩﺓ‬ ‫ﺇﺩﺍﺭﺓ‬ ‫ﻧﻅﺎﻡ‬ ‫ﻣﻔﺎﻫﻳﻡ‬ ‫ﺗﻁﺑﻳﻕ‬ ‫ﻋﻠﻰ‬ ‫ﻭﻳﺅﻛﺩ‬ ‫ﻳﺩﻋﻭ‬ ‫ﺍﻹﺳﻼﻡ‬ ‫ﺃﻥ‬ ‫ﻧﻼﺣﻅ‬ ، ‫ﺳﺑﻕ‬ ‫ﻣﻣﺎ‬
‫ﻟﻸﻓﺭﺍﺩ‬ ‫ﺍﻟﻳﻭﻣﻳﺔ‬ ‫ﺍﻟﺣﻳﺎﺓ‬ ‫ﺷﺅﻭﻥ‬ ‫ﻛﻝ‬ ‫ﻓﻲ‬.

42. . Finding an opportunity for improvement includes
writing a problem statement and what you hope to
accomplish.
__. Organizing a team includes writing goals,
objectives, and time line.
__ Flow charts are visual reference to help understand
the current process.
__. PDCA stands for “Plan, Do, Check, Act”.
__. The team does not analyze the data to determine, if
change was an improvement.
__. Effectiveness is an example of a quality dimension
for “outcomes”.
__. Patient satisfaction surveys usually measure the
respect and caring dimension of a quality.

43. interact

44. Thank you