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QUALITY

Dr. Amany Rashad Abo-el-Seoud Prof. of Community Medicine,

Zagazig University

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Topics of Discussion

What is quality? Why we care with quality? Who must do quality? When? Where? How?

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what is Q To reach standards that meet customer needs

& satisfaction. Is to do the right thing right at the first time It is zero defect rate Q for clinicians is to examine their patients

carefully, ethically and give them the best treatment according to EBM.

Q for medical education staff is to teach up-to-date knowledge, use new and best methods for teaching and evaluation of their students.

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Why Q?

For existence, development and competition Development is a must, to cope with rapid world

changes and to be able to compete. For saving resources and for more profits. Bad Q products will have no market for sale. Bad Q health service will lose its patients Bad Q medical school will lose its students

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Who must do Q

Any one must follow quality philosophy for himself , his job and for his community.

Top managers, head of team, members of team all must follow quality standards.

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When & where to do Q?

Now start Q, keep it and always improve it. Any where , at factories, schools, services, at any

process, job, function, task Start by asking do I do the right thing? Do I do it

perfect? Try to change to reach the ideal. Q culture must be started from childhood, no

reluctance or negligence of parents towards their children faults. Child must learn doing his tasks perfectly, complete at the first time and all the time.

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How? Any task, job, service consists of certain

processes to be done to get an outcome. Each process has inputs and outputs e.g.

eating process: food intake digestion to get energy. Education process: data brain to get information. Treatment of patients: diagnosis then prescribe drug to regain physiological functions.

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How to achieve quality?

Inputs Process Outputs

Quality assurance Quality control

Total quality management

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What are the inputs?

Plan of work : situational analysis, needs Resources (man, materials, money, time

Information). Standards, SMART objectives Flow chart of different steps and processes in

sequence, interaction between steps.

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Next Step is process/performance

Act , work, do, perform the planned action in accordance to standards

Maximal use of resources. Managerial support, good communication Training & continuous education of employee Incentives, motives. Clear job responsibility

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Check/evaluate your output

Do you do reach your objective? Effectiveness, satisfaction of customer, increased sales, profit, competitive product, gain trust, promotion.

Is benefit overcomes cost? Can we do it in better way or with less cost?

(quality improvement) Statistical analysis of data for accuracy of

evaluation.

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Quality improvement

Put new process,Put new standard

Change an already existing Process to reach standard

Create something new

Modify or change in Persisting condition

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Quality improvement

There is always something to improve! Nothing is 100% all the time.

Steps for QI:

1- define all processes/actions in the place

2- draw a flow chart for these processes

3- define inputs & outputs for each process

4- state standards for each process/step

5- evaluate what is done with what should be done

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QI steps

6- collect data for % of compliance to standards

7- use statistical analysis to know roots of causes (methods: pareto, cause effect matrix)

8- put priority for improving defects

9- think in solutions (methods), choose one

10-plan for improvement, do, check results if succeeded choose another problem or defect and so on.

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Tools for quality improvement

Brain storming for new ideas Seek expert advice Changing standards Benchmarking Management commitment SWOT (force-field) analysis Training, replacement, decrease time, removal of

unnecessary procedure, decrease waste, decrease harm, add more qualification.

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Methods for Q. improvement

BSSBIP= basic six sigma breakthrough improvement process: design, measure, assess and improve

PDCA = plan, do, check and act FOCUS-PDCA= find, organize team, clarify

process, understand causes, select an improvement, plan, check, do, act.

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أحدكم ” عمل اذا يحب الله انيتقنه “ أن عمال

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