3/8/2022

Quality Management

What is Quality

ACHIEVING A 99% LEVEL OF QUALITY

MEANS
ACCEPTING A 1% ERROR RATE

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• In France, 1% error rate would mean everyday

 14 minutes without water or electricity.
 50,000 parcels lost by postal services.
 22 newborns falling from midwives’ hands.
 600,000 lunches contaminated by bacteria.
 3 bad landings at Orly Paris airport

Result: 1% error

Quality Innovators

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Definition of quality:
• Quality means doing the right things right the first time.
• Quality can be said to be, at least in part, compliance with
standards. Standards are created when experts are able to
understand what the right things are and how the right things are
best achieved based on Research and Clinical Evidence
• When recipients of care define quality, they judge whether or not
the right things are done in ways that meet their own needs and
expectations.

BUT WHAT IS RIGHT ?

HealthCare

Manager

Patient

BUT WHAT IS RIGHT ?

• To the right person

• At the right place
• At the right time
• In the right form
• At the right cost

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Complexity of healthcare system

Aspects of Quality

Perceptive Quality

• Is generally based more on the degree of caring expressed by

physicians, nurses, and other staff than on the physical environment
and technical competence.

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Appreciative Quality
• Is the comprehension and appraisal of excellence beyond minimal
standards and criteria.

Measurable Quality
• Can be defined objectively as compliance with, or adherence to
standards.
• Standards serve as guidelines for excellence.

Quality Goals

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Dimensions of quality
• Accessibility:
The ability of patients/clients to obtain care or services in the
right place, at the right time, according to their respective needs.

Dimensions of quality
• Effectiveness:
Care or services, interventions or actions lead to the desired
results.

Dimensions of quality
• Equity:
The ability to provide care of the same quality to all, regardless of
individual characteristics and circumstances.

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Dimensions of quality
• Appropriateness:
The care or services provided are relevant to the needs of the
patient/client and are based on established standards.

Dimensions of quality
• Income:
Achieving desired results using resources in a cost-effective
manner.

Dimensions of quality
• Safety:
Possible risks of an intervention or of the environment are
avoided or minimized.

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Methods and tools

• Failure Modes, Effects and Criticality Analysis (FMECA).
• Root cause analysis (RCA).
• Analysis of mortality and morbidity.
• Plan Do Check Act (PDCA).
• Benchmarking.

Methods and tools

• Pareto chart.
• Brainstorming.
• 5W2h: (When? Where? Who? Why? What? How? How many?
• 5 why’s
• Fishbone diagram.