Focus On Quality PDF

FOCUS ON QUALITY FAHED HERBAWI, PT, PHD. Objectives 1. Recognize factors that influence consumers’ perception of quality products and services; 2. Explain the relationship between cost and quality; 3. Recognize the quality characteristics important to healthcare consumers, purcha...

FOCUS ON QUALITY FAHED HERBAWI, PT, PHD. Objectives 1. Recognize factors that influence consumers’ perception of quality products and services; 2. Explain the relationship between cost and quality; 3. Recognize the quality characteristics important to healthcare consumers, purchasers, and providers demonstrate an understanding of the varied dimensions of healthcare quality. What Is Quality? What is the difference between quality control and quality assurance ? What Is Quality? Although people deal with it every day, there is no conclusive definition of quality. Ø To a manufacturer, a quality product is one that conforms to design specifications, has no defects, and performs to the standards customers expect. Ø To retailers, a quality product is one that has a good combination of price and features and appeals to a majority of customers. Ø To consumers, a quality product is one that meets their individual expectations. Common elements: Although no universally accepted definition of quality exists, its various definitions share common elements: Ø Quality involves meeting or exceeding customer expectations. Ø Quality is dynamic (i.e., what is considered quality today may not be good enough to be considered quality tomorrow). Ø Quality can be improved. Cost-Quality Connection How you respond to these disappointing situations depends on how you are affected. u We expect to receive value when purchasing products or services. u We do not want to find broken or missing parts when we unwrap new merchandise. u We’re disheartened when we receive poor service at a restaurant. Cost-Quality Connection The cost of a product or service is indirectly related to its perceived quality. u A quality healthcare experience is one that meets a personal need or provides some benefit (either real or perceived) and is provided at a reasonable cost. u In healthcare, these factors are harder for the average consumer to evaluate. Tainted restaurant food is easier to recognize than an unskilled surgeon.  Healthcare Quality What is healthcare quality? Each of the three groups most affected by this question consumers, purchasers, and providers—may answer it differently. CONSUMERS , what are there point of view ?? u Patients want to receive the right treatments and experience good outcomes. u Plus, consumers want the physical facilities where care is provided to be clean and pleasant, and they want their doctors to use the best technology available.  Healthcare Quality Purchasers , what are there point of view ?? u Purchasers are interested in the cost of healthcare and many of the same quality characteristics important to consumers. u Purchasers view quality in terms of cost-effectiveness, meaning they want value in return for their healthcare expenditures. Healthcare Quality Providers, what are there point of view ?? Providers are concerned about legal liability. the risk that unsatisfied consumers will bring suit. Defensive medicine Diagnostic or therapeutic interventions conducted primarily as a safeguard against malpractice liability. Defining Health care Quality Quality of care is the degree to which health services for individuals and populations increase the likelihood of desired health outcomes and are consistent with current professional knowledge. Crossing the Quality Chasm: A New Health System for the 21st Century Ø Safety—Care intended to help patients should not harm them. Ø Effectiveness—Care should be based on scientific knowledge and provided to patients who could benefit. Ø Patient-centeredness—Care should be respectful of and responsive to individual patient preferences, needs, and values, and patient values should guide all clinical decisions.  Crossing the Quality Chasm: A New Health System for the 21st Century Ø Timeliness—Care should be provided promptly when the patient needs it. Ø Efficiency—Waste, including equipment, supplies, ideas, and energy, should be avoided. Ø Equity—The best possible care should be provided to everyone, regardless of age, sex, race, financial status, or any other demographic variable. What is the final outcome of applying the six dimensions ?  Conclusion Ø The excellence of products and services is based on customers’ perceptions and needs. Ø Quality involves understanding customer expectations and then creating a product or service that meets those expectations. Ø To keep up with the changes, quality must be constantly managed and continually improved. Ø Healthcare organizations are being challenged to improve the quality and value of services.