This document discusses quality management in healthcare. It defines quality management as applying management principles to all parts of an organization to achieve quality. Quality is achieving a certain standard or level of excellence as defined by requirements. Key components of quality healthcare include efficiency and effectiveness in achieving objectives within available resources, consumer satisfaction through respecting rights and preferences, and providing a clean, accessible environment.

1. QUALITY
MANAGEMENT
SHAMIMA AKTER
B. SC IN OT, M. SC IN RS
ASSISTANT PROFESSOR,
DEPARTMENT OF OCCUPATIONAL THERAPY
BANGLADESH HEALTH PROFESSIONS INSTITUTE
CENTRE FOR THE REHABILITATION OF THE
PARALYSED
CHAPAIN, SAVAR

2. Quality Management
 Quality management is “a management
philosophy which applies to all parts of the
organization.
 It involves managing all functions and activities
to achieve quality.”
 This basically means that quality management
is a way of ensuring that all services offered by
an organisation meet a certain standard, or
quality.
 Quality can be described as: “…a degree of
excellence which is measurable against set
requirements.” (Turner, 1992)

3. What components make up a
quality service?
 In order to be able to state whether the
services which we are providing are quality
services, or not, we must be able to identify
what components make up a quality service.
 The following is a list of components which
contribute to a quality service:

4. Efficiency and effectiveness
 An efficient and effective service is one that:
 Achieves the objectives which it has set
 Offers the best service available within the
limits of available resources (resources may
include number of staff, level of expertise,
available budget, and physical resources).

5. Consumer satisfaction
 A quality service is also one that its consumers
are satisfied with.
 No service can say that it has achieved a
quality standard, if the consumers of the
service are not satisfied.
 Issues which may relate to consumer
satisfaction include:
 Was the consumer able to make his or her
own decisions about healthcare provided?
 Were the consumer’s rights respected?

6. Continue…
 Were the staff friendly, caring, courteous?
 Did the patient receive prompt attention?
 Were interventions explained in language that the
patient could understand?
 Did the patient feel that they benefited from the
intervention?
 Did the patient receive feedback about their
performance?
 Was the physical service environment accessible,
clean, well presented?

7. CONCLUSION