TOTAL QUALITY MANAGEMENT

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.

3. QUALITY HEALTHCARE-HISTORY

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. DIMENSIONS OF QUALITY

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.

9. QUALITY CONTROL ELEMENTS

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. QUALITY ASSURANCE SYSTEM

12. QUALITY ASSURANCE SYSTEM

13. QUALITY MANAGEMENT SYSTEM
A MODEL

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

16. THE CORE CONCEPT OF TQM

17. CONTINUOUS QUALITY IMPROVEMENT
THE QUALITY CIRCLE

18. TQM-ESSENTIAL COMPONENTS

19. ESSENTIALS OF TQM

20. A TQM MODEL

21. Seven Basic Quality Tools
8-21
Run Chart
Scatter Diagram
Histogram
Fishbone DiagramCheck Sheet
Pareto Chart
Flow Chart

22. ROOT CAUSE ANALYSIS

23. ISHIKAWA FISH BONE
DIAGRAM

24. USE OF FLOW CHARTS

25. USE OF HISTOGRAMS

26. USE OF PARETO CHARTS

27. USE OF RUN CHARTS

28. USE OF CONTROL CHARTS

29. USE OF SCATTER DIAGRAM

30. LEAN MANAGEMENT AND 6
SIGMA

31. 6 DMAIC Process
8-31
 Define
 Measure
 Analyze
 Improve
 Control
Define
Improve
Control
Measure
Analyze
Plan
Check
Act
Do

32. TQM AND ACCREDITATION

33. TQM- A NEED OF THE HOUR

34. BENEFITS-TQM

35. BENEFITS-TQM

37. THANK YOU