Chapter 13 Managing and Improving Quality 1 Quality
- Slides: 11
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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- Service quality and productivity
- Benefits and difficulties of improving quality
- Listening gap definition
- Gaps model for improving service quality
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- Improving vocabulary skills chapter 26
- Chapter 12 lesson 1 benefits of physical activity
- Improving vocabulary skills chapter 9
- Chapter 12 physical activity and fitness
- Managing quality in operations management
- Managing quality in operations management