Will be a useful document for teaching purposes and it intends to improve patient care

1. Maximillian B Tungaraza
RN, BScN, DHPEd,
TANNA -Chairperson -Serengeti

2. 1. Definitions
2. Qualities of quality care
3. Client Expectations
4. Problems Clients Face
5. Enhancing Client Quality
6. Questions & Discussion
7. Reference Lists

3. What Is Quality?
 Quality is defined as "Meeting The Requirements of the
Client.” It is the measure of excellence of something
(Martin, et al 2002).
 In the context of how things are done, quality means
doing the right thing right, in the right way at the right
time.
 Quality is achieved when delivery of care is in done in
accordance with standards of interventions (MoH, 2000).

4. Who is a client?
 The recipient of health care services
 May be sick or not, but visiting health facility for
health care services (for advice, treatment etc)
 Is among the prime stakeholders for health care
services
 Responsible for measuring quality of health care
services
 Promotes or demotes your service (depending on
its quality)

5. Client Quality:
 Client quality refers to the service that meets expectations
of the client. Client satisfaction, in the other words.
 It is evidenced by views and opinions from the client
concerning the service they received
Keep in mind that:
 The clients are the ones who make judgment of
the service as to whether it meets their expectation
or not.

6. Care is said to be of quality if it meets the following
qualities
1. accessible to all
2.Affordable
3. Provided by competent health worker s
4.Efficient
5. Effective
6.Friendly, respective
7. Care provided according to
guidelines/standards/policy
8.Continuity – Once initiated must be continued

7. Clients/patients expect that:
 Care that meets standards and quality
 Respective and dignitary care
 Care free from elements of discriminations of
any kind
 Safe care
 Fair treatment/care
 information about the service available
 Timely care
 Receive care from trained personnel
 Available resources

8.  Long Waiting time for the service
 Consultation time ?
 Shortage of resources
 Behaviors and attitude of Health care providers -
unconducisive sometimes
 Unfair treatment
 Unfavorable environment of care
 Non-inclusive and informed service
 Work flow analysis – 5s system (No labels)

9. 1. Provide Resources
(staff/Material)
2. Set Standards/policies
3. Marketing services
4. Monitor/control quality
5. Train staff
6. Discipline (maintain order)
7. Ensure Safety of care
8. Good leadership
9. Supportive, fair mgt
10. Promote good climate of work
1. Provide Resources
(staff/Material)
2. Set Standards/policies
3. Marketing services
4. Monitor/control quality
5. Train staff
6. Discipline (maintain order)
7. Ensure Safety of care
8. Good leadership
9. Supportive, fair mgt
10. Promote good climate of work
1. Good conduct
2. Ethically sound
3. Competence (KAS)
4. Work according to
policies/standards of care
(local, national & global)
5. Settled mind
6. Needs good mgt to deliver
quality care
1. Good conduct
2. Ethically sound
3. Competence (KAS)
4. Work according to
policies/standards of care
(local, national & global)
5. Settled mind
6. Needs good mgt to deliver
quality care
Part played by
Management
Part played by
Management
Part played by
HCPs
Part played by
HCPs
Client Quality = Management Quality + Professional Quality

10.  Attainment of Client quality depends on the commitment from
both the management and the workers
 The management must set standards, policies and provide
resources. Monitors and controls quality in the organization.
 The management must make strategies that promote client
quality
 It should be remembered that, it is very important that health
services meet the clients needs and expectations
 The clients’ views and opinions, remain a paramount measure
and determinant of quality of health services

11.  MoH, (2000). Quality Assurance Training
Guidelines for health workers. Dar-es-Salaam.
Government printing press.
 Martin D, et al, (2002). Quality Assurance in
Health. A Guide for Health Workers. Arusha:
CEDHA
 Silimperi, D. et al (2002). A Framework For
Institutionalizing Quality Assurance.
International Journal for quality in health care,
1(suppl.1):67-73