1. Quality in Healthcare Healthy Gujarat An agenda for Action 3 December 2013

2. Overview Some quality concepts Some quality concepts Dimensions of healthcare quality Dimensions of healthcare quality Quality Management Principles Quality Management Principles

3. What is Quality  Is quality just conformance to standards / specifications?  Is quality defined by healthcare professionals?  Who are the stakeholders?

4. Quality – as seen by the common man Affordability Affordability Accessibility Accessibility Patient safety Patient safety Environmental concerns Environmental concerns Societal concerns Societal concerns Security concerns Security concerns

5. Quality – As conformance to specifications Quality – As conformance to specifications –Is affordability a requirement? –Is healthcare accessible to all at the same level?

6. Is quality of healthcare just a process / systems issue? Is quality of healthcare just a process / systems issue?

7. Quality – A commonsense approach Quality – A commonsense approach –Do we need to always adhere to protocols –Do gut feeling / commonsense have a role in providing quality healthcare? –Does risk management a place in providing quality healthcare?

8. Quality – A matter of attitude Quality – A matter of attitude

9. Quality Management Principles Quality Management Principles –Customer focus –Leadership –Engagement of people –Process approach –Improvement –Evidence based decision making –Relationship management

10. Summary Quality of healthcare has many dimensions Quality of healthcare has many dimensions Quality needs to be seen not just from a technical angle and a few measurements but from the perspectives of a common man Quality needs to be seen not just from a technical angle and a few measurements but from the perspectives of a common man Quality management principles are universal and applicable to healthcare – both in the public and private sector Quality management principles are universal and applicable to healthcare – both in the public and private sector

11. Information Quality Council of India 2nd Floor, Institution of Engineers Building 2, Bahadur Shah Zafar Marg New Delhi - 110002 INDIA Tel : +91-11-23379321/9260/8056/8057 Fax : +91-11-23378678 Email : sg@qcin.org, sg@qcin.org Website : www.qcin.org www.qcin.org

12. THANK YOU FOR YOUR ATTENTION!