QUALITY ASSURANCE & IMPROVEMENT STRATEGIC MANAGEMENT IN HEALTHCARE 31 MARCH , 2008

QUALITY DOING THE RIGHT THINGS RIGHT, THE FIRST TIME & EVERY TIME Quality of conformance – absence of defects Quality of design – customer satisfaction

CUSTOMERS PAYORS PATIENTS ANY DOWNSTREAM USER OF OUTPUT VIRTUALLY EVERYONE IN YOUR ORGANIZATION

HEALTHCARE QUALITY MEDICAL OUTCOMES PATIENT SATISFACTION CLIENT SATISFACTION

EVALUATION OF QUALITY ACCURATE DIAGNOSES IMPROVEMENT AT DISCHARGE MORBIDITY & MORTALITY EFFICACY OF TREATMENT TOTALITY OF A PRODUCT THAT BEARS ON ABILITY TO SATISFY NEEDS OR WANTS

CQI CONTINUOUS QUALITY IMPROVEMENT IF IT AIN’T BROKE IT CAN STILL BE IMPROVED IF IT ISN’T PERFECT MAKE IT BETTER

CQI 90% OF US HOSPITALS HAVE A PROGRAM 65% HAVE MORE THAN 6 CQI PROJECTS

ELEMENTS OF CQI ORGANIZATION WIDE PROCESS FOCUSED TEAM-BASED PROSPECTIVE AND ONGOING USES OUTPUT OR INSPECTION MEASURES CUSTOMER DRIVEN

GOAL OF PROCESS IMPROVEMENT DO IT RIGHT THE FIRST TIME CORRECTIONS ARE EXPENSIVE 99% IS NOT GOOD ENOUGH 6000 STEPS TO BUILDING A CAR 60 THINGS WRONG WITH YOUR CAR SOME WILL BE FATAL FLAWS

DEMING POOR QUALITY IS THE RESULT OF BADLY DESIGNED OR MALFUNCTIONING PROCESSES CAN BE PREVENTED PREVENTED BY REDUCTION OF VARIABILITY

JURAN QUALITY IS FITNESS FOR USE - FREE FROM DEFICIENCIES AND MEETING CUSTOMER NEEDS QUALITY TRILOGY PLANNING CONTROL IMPROVEMENT

CROSBY QUALITY IS FREE – WHAT COSTS IS NONQUALITY PRODUCTION COST OF QUALITY NONCONFORMANCE – COST TO FIX IT CONFORMANCE – COST TO EVALUATE AND IMPROVE

OUTLIERS UNDESIRABLE DESIRABLE PREVENT FUTURE OCCURRENCES CAN IT BE DUPLICATED?

HEALTHCARE QUALITY YOUR BODY IS NOT A CAR ALL TREATMENTS HAVE RISKS ALL TREATMENTS HAVE FAILURES EVERYONE IS GOING TO DIE