managing quality Flashcards
Primary role of foodservice in healthcare:
ensure high quality patient care through the provision of high-quality food products and service
Health care organizations have become value-driven
Value: focus on delivering the highest quality at the lowest possible cost
What is a Quality Food Service
Food which has been selected, prepared and served in such a manner as to retain or enhance natural flavour and identity; to conserve nutrients; and to be acceptable, attractive, and microbiologically and chemically safe” (American Dietetic Association)
Aspects of Quality
Service, quality- speed, friendliness, on time delivery
Cost
Safety –safe, sanitation, cleanliness
Taste
Nutrition
Consistency –service, food (temperature, texture-, standardized)
Timeliness
Dr. Deming’s 14-point system to help companies increase quality-
Create consistency of purpose towards improvements of products & services
- Adopt new philosophy of quality
- Cease dependence on inspection to achieve quality
- Do not choose supplier solely on price
- Constantly improve production & service systems
- Extensive on-the-job training
- Shift from production numbers to quality
Drive out fear
- Break down barriers among departments
- Eliminate slogans & targets for workplace
- Eliminate numeric quotas for workforce
- Remove barriers that rob employees of pride or workmanship and eliminate annual rating or merit systems,
- Program of education & self-improvement
- Work to accomplish preceding points
Quality Assurance
Output oriented Defining measurable quality standards Controls in place to ensure standards are met Reactive process Predicated on follow-up and inspection
Total Quality Management (TQM)
improving the performance of an organization in response to customer needs and expectations.
Components TQM :
Intense focus on the customer
Focus on process, not people
Empowerment of employees
Improvement in quality of everything the company does
Use a team approach to accomplish change
Accurate measurement
Control processes through sequential steps
Concern for continual improvement; Expect a long-term organizational
Designed to look at problems, improvements across departmental boundaries
Provides the techniques, concepts, and tools to analyze data for application in CQI
Statistics-based process control
Tools for problem identification and problem analysis
Total Quality Management
Theory that quality can be improved on a continuous, or never-ending basis
Emphasizes quality management through a proactive approach
Stresses the relationship of interdisciplinary team cooperation in making the process work
Creating a CQI Culture
3 key principles
CQI requires integrating a quality focus into all aspects of the organization Three key principles: Customer satisfaction Evidence base Team approach (organization-wide)
Customer Satisfaction
Organization recognizes that a customer orientation is integral to a value-based approach to providing services
Reasons customers leave:
Poor service
Lack of organization
Internal and external customers should be considered in health care
Evidence Based
Assessed through informal, formal surveys of patients
During meal service
At discharge
Surveys, focus groups of employees
Conducted in-house or by a consultant
Patient representatives can meet with patients who have serious issues
Team Approach
Encourages accountability Included in job descriptions, performance appraisals Intra- or interdepartmental teams Active participation, vesting important Typical structure: Team facilitator Team leader Team members
Other Characteristics of Successful CQI Organizations
Focus on work processes – not individuals – to solve inefficiencies, problems
Experiment
Nurture creativity
Recognize, reward employees for involvement and successes
Components of a Foodservice CQI Plan
Control quality to ensure safe, wholesome products
Provide satisfactory customer service
Develop a clinical quality assessment program
Quality Control
Measures systems for handling, preparing, and serving food
Measured against standards for infection control, aesthetic appeal, and safety
Feedback tools:
Sanitation, safety reports
Food, refrigerator temperatures
Cart delivery time, downtime measures
Customer Service
Gauged by addressing quality from the customer’s point of view
Food temperature, appearance, taste
Employees must recognize that they have customers and be trained to meet their needs
Food may be one of the few things during a patient’s experience that is familiar, so can impact overall perception strongly
