1. 1 Quality Monitoring System; Model From sultanate of Oman Nasser AL-Salmani Ward Nurse, RN, BSN, MSc Healthcare Quality Professional Sultanate of Oman

2. 2 Outlines Sultanate Geography & Demography. Ministry of health policy and structure. Introduction about QMS in Sultanate of Oman. Quality monitoring system; Omani Model. Future prospective. Pillars in Oman QMS.

3. 3 Sultanate Geography & Demography.

4. 4 Ministry of Health Policy and Structure.

5. 5 Quality Management System in Sultanate of Oman Initiated in 2002 Focused on primary health care (PHC) than moved to secondary/tertiary health care

6. 6

7. 7

8. 8

9. 9 Quality Management System 9 Quality Assurance Standards in PHC Document Available in each HC Staff are trained

10. 10 Quality Principles in Omani Model (8) Customer focus Leadership commitment Teamwork Process focused Systematic approach Continual improvement Factual approach decision making Partnership

11. 11 Quality Dimensions in Omani Model (13) Efficiency Efficacy Effectiveness Safety Equity Timeliness Legitimacy Accessibility Acceptability Appropriateness. Continuity Technical Competence. Inter-personal- relationships

12. 12 Quality Monitoring System Model Key Performance Indicators (KPI) Self Assessment Audit Customer feedback Top Management review

13. 13 Key Performance Indicators Top Management Review Customer’s Feedback Audit Self Assessment

14. 14 1. Self Assessment What? Why? For whom? Frequency

15. 15 2. Audit Internal done by trained auditors from the same region (once/year) External done by specialist, expertise or consultants from MOH (once/year)

16. 16 External audit in wadi ma’awil HC, 2009

17. 17 What do we measure ? Output Structure Process

18. 18

19. 19

20. 20

21. 21 3. Customer’s Feedback External Customer (Users/patients) 3 C Cards Internal Customer (Providers) Zero-defect Day Suggestion box Job satisfaction user satisfaction

22. 22 3 C Card Complain Comment Complement

23. 23 Suggestions Box

24. 24 Zero- Defect Day

25. 25 4. Top Management Review Planned intervals (once/year) Review input Review output Document

26. 26 Active participation with team  Establish the quality policy  Establish quality objectives Conduct management reviews Availability of resources Active participation with team  Establish the quality policy  Establish quality objectives Conduct management reviews Availability of resources MANAGEMENT COMMITMENT TO QMS MANAGEMENT COMMITMENT TO QMS

27. 27 5. Key Performance Indicators (KPI) Type of indicatorsNumbers of indicators 1. Structure 5 2. Process 16 3. Outcome 20

28. 28 KPI for Primary Care performance Type of IndicatorsNumbers of Indicators 1. Structure 12 2. Process 2 3. Outcome 7

29. 29 Structure - PHC Institutions

30. 30 Outcome- Infant mortality rate

31. 31 Under 5 Mortality rate 1975 – 2009 (per 1000 live birth)

32. 32 Oman in WHO Reports

33. 33

34. 34

35. 35 Future Prospective 1.National Accreditation System 2.Develop more process indicators 3. GCC Indicators ( Gulf Countries) 4. Strengthening dept of Quality assurance & patient safety.

36. 36 Pillars in OMAN EXPERIENCE

37. 37 STRATEGY SYSTEM CULTURE POLITICAL COMMITMENT

38. 38 Thank You