Chapter 13 Managing and Improving Quality 1 Quality

Chapter 13 Managing and Improving Quality 1

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 2

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 3

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

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 5

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

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

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

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

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 10

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