Quality management in nursing Flashcards
Where does quality come from?
- Legislation - health act
- Accreditation - The national safety and quality health service standards
- The office of the health ombudsman
What are the quality management terms used?
Quality control - system that maintains a level of standard
Quality assurance -
Total Quality management - maintaining the standards is the responsibility of every single health care worker
How are quality management and risk management different?
risk management is identifying RISKS associated with care
quality management is identifying BEST quality care
What are internal customers?
customers are the customers you serve within the organisation
They rely on your input to provide their service or complete their job
What are external customers?
customers are the end customers , the recipient of the service your organisation provides
What to our external customers expect from us?
- Quality care
- Friendliness
- Responsiveness
- Communication
- Satisfaction
- Timeliness
What do our internal customers (health staff) expect from us?
- support
- cooperation
- communication
- reliability
- responsiveness
- training
- courtesy
What are the quality management principles?
- Customer focus
- Leadership
- Involvement of people
- Process approach
- Systems approach
- Continuous improvement
- Factual Approach to decision making
- Mutually beneficial supplier relationships
What is the PLAN - DO - STUDY - ACT cycle?
A framework for change - a never ending cycle for continuing improvement
the first step is formulating a theory
Plan - Identify key measures or tasks and expected outcomes
Do - implement plan
Study - study results, what went well and what didn’t
Act- act on the results on the implementation and review
What are barriers to quality?
Cost
Old practices
What is the nurses role in quality improvement?
Objective reporting
- primes
- discovery
- notification
- investigation
- action
