1. 1 Chapter 13 Managing and Improving Quality

2. 2 Quality Management  Total Quality Management (TQM)  Customer/client focus  Total organizational involvement  Use of quality tools and statistics for measurement  Identification of key processes for improvement  Continuous Quality Improvement

3. 3 Quality Management  Components of Quality Management  Comprehensive quality management plan  Structure, process, and outcome benchmarks  Performance appraisals  Intradisciplinary assessment and improvement  Interdisciplinary assessment and improvement

4. 4 Quality Management  Methods of Quality Management in Health Care  Nursing audits  Peer review  Utilization review  Outcomes management

5. 5 Six Sigma  Is a Measure, a Goal, and a System of Management  Six Themes:  Customer focus  Data driven  Process emphasis  Proactive management  Boundaryless collaboration  Aim for perfection; tolerate failure

6. 6 Allowing for Variance and Fostering Innovation  Organizations Must Find Ways to Foster Creativity and Innovation Without Compromising Quality Management

7. 7 Risk Management  A Risk Management Program  Nursing’s Role in Risk Management  Incident report steps:  Discovery  Notification  Investigation  Consultation  Action  Recording

8. 8 Risk Management  Examples of risk:  Medication errors  Diagnostic procedure  Medical-legal incident  Patient or family dissatisfaction with care

9. 9 Risk Management  Role of the Nurse Manager  Handling complaints  A caring attitude

10. 10 Risk Management  Evaluating Risk Management  Risk management program needs support and participation of all staff  Can be a visible means of responding to patients’ needs

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