بسم هللا الرحمن الرحيم

Dr. Abd Almageed Mahmoud Farag

Quality culture and language

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

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

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

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

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.”

Definitions of Other Key Words .The definitions of “quality” include certain key words

The output of any process both goods and Product: services.

: A property possessed by goods or Product featureservices that is intended to meet customer needs.

Anyone who is affected by the product or by Customer: the process used to produce the product. Customers may be external or internal.

: A state of affairs in which Customer satisfaction

customers feel that their expectations have been met by the product features .

Any fault (defect or error) that impairs a Deficiency: product’s fitness for use

: A state of affairs in which Customer dissatisfactiondeficiencies (in goods or services) result in customer complaints

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.

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

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

quality issues

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

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

Lack of Training –3 - Saving costs - No budgets

Vague of Responsibilities –4 - Who is responsible for what

Lack of Competency –5 - Low salaries - self motivation

others-6

Quality today

Management Elements - Planning - Organising - Arrangements - Monitoring

P D C A

quality Today Customer focus Market share Cost effectiveness professionalism Availability

Patient satisfaction Patient rights Safety

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.

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.

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.

: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

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.

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

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.

How to sustain

Review Patient records

Identify Correct

medicine

Provide Patient

With cure

Improve the service

Review results

Improvement Circle

Case Study Problem Happened

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

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

Patient identification

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

Communication

Improve the effectiveness of communication among caregivers.

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

Eliminate wrong

Protocol for Preventing Wrong Site, Wrong Procedure, Wrong Person Surgery

Reduce the risk of health care-associated infections.

Reduce risk of transinfection

Reduce risk of fall

Reduce the risk of patient harm resulting from

falls.

Quality is a culture and language we will do it

ان هللا تعالى يحب اذا عمل أحدكم عمال

أن يتقنه

إن أسلوب الجودة الشاملة نجده في تعاليم الدين

اإلسالمي بكل مفاهيمه ، وجودة اإلدارة هي ما ، والمسلم ) اإلتقان(يسميها الدين اإلسالمي بـ

مطالب بإتقان عمله إلرضاء هللا عز وجل وإرضاء اآلخرين ، ففي الشريعة اإلسالمية مبادئ

ومفاهيم إلدارة الجودة الشاملة ، تدعو إلى . مراعاة اإلتقان من خالل

مفهوم إدارة الجودة في الدين اإلسالمي

إن هللا كتب اإلحسان : " التعرض للقيم السامية وقد ورد في الحديث الشريف : القيم . أ " . في كل شيء

إن هللا يحب إذا عمل أحدكم " إنجازه بإتقان وجودة عالية ، قال عليه السالم : بالعمل . ب ". عمالً أن يتقنه

إن خير من : " تطوير المهارات اإلدارية والفنية والعملية ، قال تعالى : المهارات . ج ). 26القصص ، آية " (استأجرت القوي األمين

والعصر ، إن : ( استخدام الوقت بحساب وعدم تضيعه في اللهو ، قال تعالى : الوقت . داإلنسان لفي خسر ، إال الذين آمنوا ، وعملوا الصالحات وتواصوا بالحق وتواصوا

). 3-1العصر ، آية ) . ( بالصبر ). وإنك لعلى خلق عظيم: ( التعامل مع األفراد باحترام وتعاون ، قال تعالى : الناس -هـاستخدام الموارد على مختلف أنواعها باقتصاد وعدم اإلسراف فيها ، قال : الموارد . و

) . وال تسرفوا إن هللا ال يحب المسرفين( تعالى

وشاورهم في : (وذلك من خالل التشاور والصدق في اتخاذ القرار ، قال تعالى : القرار . ز ). وأمرهم شورى بينهم( وقال تعالى ) . األمر فإذا عزمت فتوكل على هللا

وذلك من خالل العدل في التعامل مع العاملين وإعطاء الحقوق الصحابها ، : المعاملة . ح ". أعط األجير أجره قبل أن يجف عرقه: " قال عليه السالم

التزام الدقة في المقاييس والمعاير ، فاإلسالم يقيمها بالذرة مصداقاً لقوله : المقاييس . ط، 7الزلزلة ، آية ) (فمن يعمل مثقال ذرة خيراً يره ومن يعمل مثقال ذرة شراً يره: ( تعالى

8 . ( مما سبق ، نالحظ أن اإلسالم يدعو ويؤكد على تطبيق مفاهيم نظام إدارة الجودة الشاملة

. في كل شؤون الحياة اليومية لألفراد

. 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.

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Thank you