1. QUALITY AND CONTROL STRATEGIC MANAGEMENT IN HEALTHCARE MARCH 29, 2005

2. HEALTHCARE QUALITY OUTCOMES PATIENT SATISFACTION

3. CUSTOMERS PATIENTS ANY DOWNSTREAM USER OF OUTPUT

4. QUALITY DOING THE RIGHT THINGS RIGHT

5. CQI CONTINUOUS QUALITY IMPROVEMENT IF IT AIN’T BROKE IT CAN STILL BE IMPROVED

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

7. GOAL OF PROCESS IMPROVEMENT DO IT RIGHT THE FIRST TIME 99% IS NOT GOOD ENOUGH

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

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

10. OUTLIERS UNDESIRABLE –PREVENT FUTURE OCCURRENCES DESIRABLE –CAN IT BE DUPLICATED?

11. CQI AND CONTROL PROCESSES CAN BE IMPROVED CONTROL IS DIRECTED AT PROCESSES INPUT CONTROL IS NO SUBSTITUTE FOR PROCESS AND OUTPUT CONTROL

12. CONTROL MONITORING POINTS INPUTS - PROSPECTIVE –FEED FORWARD CONTROL PROCESSES - CONCURRENT –SCREENING CONTROL OUTPUTS - RETROSPECTIVE –FEEDBACK CONTROL

13. CONTROL METHODS BUDGETING COST ALLOCATION FINANCIAL STATEMENTS RATIO ANALYSIS - % OF EXPECTED OPERATIONAL ACTIVITY ANALYSIS BENCHMARKING FINANCIAL ANALYSIS

14. RISK MANAGEMENT AVOID OR REDUCE LOSSES/MISTAKES MITIGATE THE DAMAGE FROM LOSSES/MISTAKES INSURE AGAINST LOSSES/MISTAKES OBEY THE LAW

15. STEPS IN RISK MANAGEMENT IDENTIFY EVALUATE REDUCE/ELIMINATE TRANSFER/INSURE

16. WHEN A LOSS OCCURS SECURE THE RECORDS MITIGATE DAMAGES DON’T ADD INSULT TO INJURY BE SMART ABOUT BILLS

17. SELF-INSURANCE YOU ARE YOUR OWN INSURANCE COMPANY REINSURANCE OR UMBRELLA IS USUALLY NECESSARY DEDUCTIBLE IS A FORM OF SELF- INSURANCE

18. INCIDENT REPORTS MAY BE USED FOR NUMBERS ONLY SERIOUS PROBLEMS NEED A FAST TRACK MUST HAVE A CORRECTIVE ACTION COMPONENT - DON’T JUST DOCUMENT YOUR STUPIDITY!

19. INDEMNIFY & HOLD HARMLESS USUALLY A STUPID IDEA FOR BOTH PARTIES DON’T EVER SIGN ONE YOURSELF INSURANCE OR A BOND IS THE RIGHT WAY TO DO THIS