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TOTAL QUALITY MANAGEMENT IN
HEALTHCARE ORGANIZATIONS
AN OVERVIEW
POONAM CHAUDHARY
Senior Medical Technologist
GMCH-32
CHANDIGARH
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.
QUALITY HEALTHCARE-HISTORY
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
DIMENSIONS OF QUALITY
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.
DEVELOPMENT OF TQM IN HCO
QC-QA-TQM
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.
QUALITY CONTROL ELEMENTS
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
QUALITY ASSURANCE SYSTEM
QUALITY ASSURANCE SYSTEM
QUALITY MANAGEMENT SYSTEM
A MODEL
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.”
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
THE CORE CONCEPT OF TQM
CONTINUOUS QUALITY IMPROVEMENT
THE QUALITY CIRCLE
TQM-ESSENTIAL COMPONENTS
ESSENTIALS OF TQM
A TQM MODEL
Seven Basic Quality Tools
8-21
Run Chart
Scatter Diagram
Histogram
Fishbone DiagramCheck Sheet
Pareto Chart
Flow Chart
ROOT CAUSE ANALYSIS
ISHIKAWA FISH BONE
DIAGRAM
USE OF FLOW CHARTS
USE OF HISTOGRAMS
USE OF PARETO CHARTS
USE OF RUN CHARTS
USE OF CONTROL CHARTS
USE OF SCATTER DIAGRAM
LEAN MANAGEMENT AND 6
SIGMA
6 DMAIC Process
8-31
 Define
 Measure
 Analyze
 Improve
 Control
Define
Improve
Control
Measure
Analyze
Plan
Check
Act
Do
TQM AND ACCREDITATION
TQM- A NEED OF THE HOUR
BENEFITS-TQM
BENEFITS-TQM
THANK YOU

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Total quality management in healthcare organisations

  • 1. TOTAL QUALITY MANAGEMENT IN HEALTHCARE ORGANIZATIONS AN OVERVIEW POONAM CHAUDHARY Senior Medical Technologist GMCH-32 CHANDIGARH
  • 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.
  • 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
  • 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. DEVELOPMENT OF TQM IN HCO QC-QA-TQM
  • 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.
  • 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
  • 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. 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
  • 21. Seven Basic Quality Tools 8-21 Run Chart Scatter Diagram Histogram Fishbone DiagramCheck Sheet Pareto Chart Flow Chart
  • 24. USE OF FLOW CHARTS
  • 26. USE OF PARETO CHARTS
  • 27. USE OF RUN CHARTS
  • 28. USE OF CONTROL CHARTS
  • 29. USE OF SCATTER DIAGRAM
  • 31. 6 DMAIC Process 8-31  Define  Measure  Analyze  Improve  Control Define Improve Control Measure Analyze Plan Check Act Do
  • 33. TQM- A NEED OF THE HOUR
  • 36.