Dr Adebowale T O.Dir. Clinical Services

What is quality?In health care, quality is a measure of

whether services fulfil desired health outcomes and are consistent with current evidence-based practice.

This definition incorporates two components. For people with mental disorders, their families and

the population as a whole, it emphasizes that services should produce positive

outcomes. For practitioners, service planners and policy

makers, it emphasizes the best use of current knowledge

and technology.

Dimensions of QualityProfessional competence

Skill, capability and performance of care providers, managers and support staff

AmenitiesPhysical appearance of facilities, cleanliness, comfort and

privacy for patients. Do they encourage the clients to return for a follow-up visit?

Accessibility of careIn term of absence of barriers to health care i.e.

geographic, economic, social, language barriers (availability, affordability and acceptability of care)

CoveragePercentage of community who need a service that actually

receive itEffectiveness

Are the desired results actually obtained? Is the treatment given the most appropriate for the given

situation?

Dimensions ...Efficiency

Is optimum care being given at minimal cost possible?

Is unnecessary treatment givenInterpersonal relationship

Provider-client, manager-provider, health team-community relationships. Fairness Courtesy Responsiveness (Timeliness) Transparency Honesty

Dimensions ....Continuity of care

Promotive, preventive, curative care available on an ongoing basis, with effective and timely referral/consultation/liaison system.

Safety (effective risk management)Minimised risk of injury, infection, side-effects

etc to both clients and providers.Clients’ satisfaction

Clients perception of the response of the health service to his/her felt needs; usually based on: interpersonal relationships, outcome of care, amenities of care etc

Perspectives on qualityQuality means different things to

The clients/community Perceived needs addressed, Service delivered

timely & effectively; accessibility; good relationship; continuity and good amenities.

Service provider or programme manager. Professional skill, effectiveness, resource

availability, safety, working conditions, CPD. Policy maker.

improving the mental health of the population, ensuring value for monies expended (efficiency) accountability.

Clinical GovernanceA framework through which Health care

organisations are accountable for continually improving the quality of their services and safeguarding high standards of care by creating an environment in which excellence in clinical care will flourish. (Scally & Donaldson 1998)

6 Pillars:Clinical Effectiveness Research & Development Openness Risk ManagementEducation & Training Clinical Audit – A quality improvement process

that seeks to improve patient care and outcomes through systematic review of care against explicit criteria and the implementation of change

How does this relate to you?

Awareness of Aro’s commitment to qualitative service delivery.

Commitment to qualitative service delivery.

Influencing others towards qualitative service delivery.

The Aro Standard

A client’s

experience

DCS

Re: [Director of Clinical Services] Apointment to see a Psychiatric Doctor

From: "xyz@yahoo.com" To: toadebo@yahoo.com

Sent: Monday, August 8, 2011 9:15 AMSubject: [Director of Clinical Services] Apointment to see a Psychiatric DoctorAA sent a message using the contact form at http://neuroaro.com/contact.

Good morning, please i need to request for an appointmnet to see a Doctor,how do i go about it. Thank you. AA (234803XXX3X8X)

From: adebowale laolu <toadebo@yahoo.com>To: "xyz@yahoo.com"

Sent: Monday, August 8, 2011 6:38 PMSubject: Re: [Director of Clinical Services] Apointment to see a Psychiatric Doctor

HiThank you for your enquiry. You'll need to visit

the hospital and present at the assessment unit just by the gate, and you'll be seen by a psychiatrist after registration. You can visit the hospital any day. You may however avoid, which is our academic day except it is an emergency to avoid long waiting.

I do hope this information is helpful.Regards

From: AA <xyz@yahoo.com>To: <toadebo@yahoo.com>

Sent: Tuesday, August 9, 2011 7:32 AMSubject: Re: [Director of Clinical Services] Apointment to see a Psychiatric Doctor

Dear Sir, Thank you for your mail, i really appreciate your response. i must

confess i was not expecting the response so soon. it is encouraging. I plan to visit the hospital next week wednessday, i reside in Lagos, i

hope  i can be at the hospital at about 11am.( hope 11am is not late?) What is the cost of registration, and will i be able to see the psychiatrist

same day? is there any other cost i need to be aware of? Please the academic  day is not stated in your mail, i hope it is not on

wednessday, if it is, i will need to change my visit day. Once again, i thank you for your assistance. AA

LagosNigeria

E-mail: xyz@yahoo.com"Do unto others what you want others to do unto you"

PPlease consider the environment. Do you really need to print this email?

From: <toadebo@yahoo.com>To: A A <xyz@yahoo.com>; Sent: Tuesday, August 9, 2011 1:07 PMSubject: Re: [Director of Clinical Services]

Apointment to see a Psychiatric DoctorHiSorry for the typing skip, the academic day is

wednesday. The registration fee is =N=2000, excluding cost of any prescribed medication. 

Regards

From: AA xyz@yahoo.comTo: <toadebo@yahoo.com>

Sent: Sunday, August 21, 2011 12:29 AM Subject: Re: [Director of Clinical Services] Apointment to see a Psychiatric Doctor Dear Sir, I was at the Hospital on friday, 19 August 2011,  the hospital staff were very helpful, polite and

understanding. The reception was warm and friendly; from the security staff at the entrance, to the

nurses/doctors on duty. I never expect this type of 5 star service from some "expensive private hospital" in Lagos, but

got it from a government establishment, the environment was very clean ( from the main gate to the main pharmacy ), clean guests toilet, perfect ambience, reg fees/ test /drug are affordable, no pushing and shoving around.

We got appointment  to see the doctor next two weeks, without hassle! There is a general atmosphere of  on  job contentment.  NO STAFF MEMBER ASKED FOR A

TIP ( BRIBE )! That was suprising. I am really impressed,and i will pass it on. Please keep up the good work. Thank you.    AA

LagosNigeria

E-mail: xyz@yahoo.com"Do unto others what you want others to do unto you"

PPlease consider the environment. Do you really need to print this email?