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Total quality management in healthcare organisations

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Total quality management in healthcare organisations

  1. 1. TOTAL QUALITY MANAGEMENT IN HEALTHCARE ORGANIZATIONS AN OVERVIEW POONAM CHAUDHARY Senior Medical Technologist GMCH-32 CHANDIGARH
  2. 2. QUALITY OF HEALTH CARE  Quality: „A strategy aimed at the needs of customer for present & future‟ (Edwards Deming).  „Conformance to requirements‟ (Philip B Crosby).  „Totality of features & characteristics of hospital services that bear on its ability to satisfy stated & implied needs of its patients‟.  AIM To provide quality, efficient & economic management of health care delivery system.
  3. 3. QUALITY HEALTHCARE-HISTORY
  4. 4. WHY QUALITY?  Rapid advancement in healthcare due to rapid diagnosis and day care surgeries.  ↑awareness in patients  ↑ market competition  Healthcare team of skilled and unskilled  Multicentric and multifaceted functions  To accomplish the organisational objective i.e., the quality healthcare at the minimum cost.  Medical tourism
  5. 5. DIMENSIONS OF QUALITY
  6. 6. QUALITY MANAGEMENT SYSTEM  Quality does not happen by chance.  It needs to be developed.  In any HCO, it is established in a planned way keeping in mind the objectives of the HCO, staff involvement and considering the patient needs.  It is the result of sincere efforts, intelligent thinking and skillful execution.
  7. 7. DEVELOPMENT OF TQM IN HCO QC-QA-TQM
  8. 8. QUALITY CONTROL A TOOL FOR QUALITY ASSURANCE  Quality control means that all the products/services rendered to the patient care are carried out as per the product design criteria /SOP so that there is not any chance of defects/errors.  It comprises of measuring the process, analysis of data under effective supervision.  SOP‟s-are based upon certain guidelines keeping the quality parameters in mind.  For example, emergency room physicians have SOPs for patients who are brought in an unconscious state; nurses in an operating theater have SOPs for the forceps and swabs that they hand over to the operating surgeons; and laboratory personnel have SOPs for handling, testing, and subsequently discarding body fluids obtained from patients.  The absence of QC will lead to the medication error or the patient care negligence.
  9. 9. QUALITY CONTROL ELEMENTS
  10. 10. QUALITY ASSURANCE  It is the planned or systematic actions necessary to provide adequate confidence that a patient services or safety will satisfy given requirement for quality.  QA may act as an audit function since it includes the assessment or evaluation of the quality of care; identification of problems or shortcomings in the delivery of care; designing activities to overcome these deficiencies; and follow-up monitoring to ensure effectiveness of corrective steps.  It can also be understood as the system of defect prevention. PRIMARY OBJECTIVE: ENHANCEMENT OF PATIENT CARE
  11. 11. QUALITY ASSURANCE SYSTEM
  12. 12. QUALITY ASSURANCE SYSTEM
  13. 13. QUALITY MANAGEMENT SYSTEM A MODEL
  14. 14. TOTAL QUALITY MANAGEMENT  TQM means that the organization culture is defined by and supports the constant attainment of customer i.e., the patient satisfaction through an integrated system of tools, techniques and training.  It involves the continuous improvement of organization processes, resulting in high quality products and services.  Hence, TQM is “a continuous, customer- centered, employee driven improvement.”
  15. 15. TQM PRINCIPALS 4 common principles:  Do it right the first time to eliminate costly rework.  Listen to and learn from customers and employees.  Make continuous improvement on every day matter.  Build teamwork, trust, and
  16. 16. THE CORE CONCEPT OF TQM
  17. 17. CONTINUOUS QUALITY IMPROVEMENT THE QUALITY CIRCLE
  18. 18. TQM-ESSENTIAL COMPONENTS
  19. 19. ESSENTIALS OF TQM
  20. 20. A TQM MODEL
  21. 21. Seven Basic Quality Tools 8-21 Run Chart Scatter Diagram Histogram Fishbone DiagramCheck Sheet Pareto Chart Flow Chart
  22. 22. ROOT CAUSE ANALYSIS
  23. 23. ISHIKAWA FISH BONE DIAGRAM
  24. 24. USE OF FLOW CHARTS
  25. 25. USE OF HISTOGRAMS
  26. 26. USE OF PARETO CHARTS
  27. 27. USE OF RUN CHARTS
  28. 28. USE OF CONTROL CHARTS
  29. 29. USE OF SCATTER DIAGRAM
  30. 30. LEAN MANAGEMENT AND 6 SIGMA
  31. 31. 6 DMAIC Process 8-31  Define  Measure  Analyze  Improve  Control Define Improve Control Measure Analyze Plan Check Act Do
  32. 32. TQM AND ACCREDITATION
  33. 33. TQM- A NEED OF THE HOUR
  34. 34. BENEFITS-TQM
  35. 35. BENEFITS-TQM
  36. 36. THANK YOU

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