PROGRAM - MBA

SUBJECT CODE & NAME - MH0059 Quality Management in

Healthcare Services

1.
Explain the requirements of quality patient
care.
Requirements of Quality Patient Care
The requirements of quality patient care are as follows:
1 Patient safety management program
Education of the mass is insufficient and particularly in rural areas.
Methodological uniformity is required in terms of analysing and reporting. The
creation of a world alliance for patient safety is an important step in the quest to
improve the safety of healthcare. In present times, no one has the expertise,
funding or research and delivery capabilities to tackle the full range of
patient safety issues on a worldwide scale single handedly . The programme
set out below, which builds on the discussion of a high-level seminar held in
London in November of 2003, the discussion at the World Health Assembly in
May 2004 and a meeting of expert advisers held in Dublin, comprises of six

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2. Explain the fundamentals of lean management. Add a

note on lean thinking in healthcare.

Fundamentals of lean management

The fundamentals of lean management are:

Identify the value stream

The first step in lean management initiative must define the value which is in turn
defined by consumers current and future requirements. If you do not know
what customers truly value then how can you differentiate between what is
value-added and what is not value-added?

Create flow
The second step in lean management initiative is line up organisation
activities that add value in a sequence that flows seamlessly with little or no waste.
The most obvious signs of waste in any organisation are scrap and rework. Scrap
results from processes that produce too much. And rework happens when the
product or service is not built right the first time. When an organisation is overproducing, the flow must be slowed to match the patients requirements, and
rework areas

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3.
Explain the implementation of QMS in healthcare
organisation.
Meaning :
A Quality Management System (QMS) can be expressed as an organisational
structure: procedures, processes and resources required to implement quality
management. Certification or accreditation by an external agency is mandatory.
But, for improving the quality of its products or
services an organisation can use certification or accreditation for business needs.

The process of Quality Management Program involves the following steps:

1. Commitment of the top management - This is an important step in quality
management program and involves full understanding, support and involvement of
the management in the healthcare organisation.

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4. Define accreditation and certification. List the benefits
of accreditation and certification of hospitals.
Definition of accreditation
Accreditation helps in improving the quality of healthcare provided to
everyone which includes patient, hospital staff, insurance agencies or
empanelling organisations. Accreditation is a national benchmark of quality which is
a voluntary process validated by the peer review and also involves systematic selfvaluation against the nationally accepted standards. Thirdparty accreditation will
guide a service organisation in the development and maintenance of interrelated
accountability and quality improvement systems. Through meeting the
organisational and program standards, the organisations are supported in the
delivery and continuous improvement of safe, effective and efficient services.
The accrediting bodies will continuously gain feedback from the consumers,

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5. Define total quality management.

importance of TQM in healthcare.

Discuss

the

Definition of total quality management

TQM is a management philosophy that focuses on customer satisfaction and
organisation objectives for long-term success of a healthcare organisation.
TQM is based on the involvement of all employees of an organisation in
improving processes, products, services and the culture in which they work.
TQM involves a systematic managerial approach in an organisation based on
continuous improvement of all operations, processes and functions. It is used
interchangeably with Continuous Quality Improvement in many areas. It is
achieved by understanding, meeting and exceeding the needs of

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Q6.
Explain the methods of
evaluation in healthcare services.

performance

The following methods are the important methods used in a healthcare organisation
for performance evaluation.

1.
2.
3.
4.
5.

Statistical approach
Medical audit
Nursing audit
Equipment audit
Patient satisfaction survey

1. Statistical approach: Statistical approach is a method used to compare and

evaluate a healthcare organisations performance against the defined standards. It
is a numerical analysis of a sample or data. It shows the level of business through
evaluating facility utilisation and financial statistics. It helps external agencies to
rank an organisation on the basis of provision of quality services to patients. A
healthcare organisation must set standards and select suitable criteria related to
patient care and safety,

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