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Cphq

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Islam NI
Islam NI

The document discusses quality in healthcare from several perspectives. It defines quality as doing the right things right the first time to meet patient needs and expectations. Quality means freedom from deficiencies and having desirable product features. Several organizations define quality as care that increases desired health outcomes and is consistent with current knowledge. Quality care is accessible, effective, safe, accountable, and fair. There are three aspects of quality - measurable quality through adherence to standards, appreciative quality through expert judgment, and subjective quality defined by individual patients and practitioners.

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CPHQ The Certified Professional in Healthcare Quality
Quotes: "Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction, and skillful execution. It represents the wise choice of many alternatives." William A. Foster, Source Unknown ________________________________________ "Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for." Peter F. Drucker Innovation and Entrepreneurship: Practice and Principles, p.228 ________________________________________ "Quality is free. It's not a gift, but it is free. What costs money are the unquality things - all the actions that involve not doing jobs right the first time...." Philip B. Crosby, Quality Is Free
Definitions of Quality in HealthCare Quality 1. Quality means having a high degree of excellence 2. Quality means doing the right things right the first time (and every time). 3. Standards are created when experts are able to understand what the right things are and how the right things are best achieved. So quality can be said to be, at least in part, compliance with standards. 4. When recipients define quality, they judge whether or not the right things are done in ways that meet their own needs and expectations.
• The Juran Institute: defines quality as both: 1. "Freedom from deficiencies": A deficiency is any avoidable intervention required to achieve an equivalent patient outcome. • Examples: - Healthcare-associated (nosocomial) infection, postoperative site infection - ED triage delay - Unscheduled return to ED/urgent care, surgery (inpatient or outpatient) - Managed care treatment authorization delay - Excessive wait time (physician office, ancillary service, ED, nursing care) - Lost lab results, X-Rays, medications, patient belongings - Cold meals (acute care, long-term care, adult day care, residential care, home care) - Premature discharge or release from treatment (acute care, skilled or sub acute care, long term care, partial hospitalization, ambulatory surgery, home care)
• "Product features": Both services and goods that attract and satisfy patients, meet customer expectations, and distinguish one practitioner or organization from others. • Examples: - Case management/care coordination Pleasant waiting area (with current magazines) Knowing what to expect Knowing all treatment options - Computerized health record Food access in room, as appropriate (acute care, long term care, home care) Follow-up care (telephone queries, clear instructions, home care, return visits) - • JURAN : Fitness For Use
IOM: Quality of Care Quality Defined by: 1. The Institute of Medicine 2. U.S. Joint Commission 3. The Joint Commission International Defined As: 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.
AHRQ: Quality Healthcare The U.S. government Agency for Healthcare Research and Quality (AHRQ) Defines quality healthcare as healthcare that is “...accessible, effective, safe, accountable, and fair...." This means: • Providers deliver the right care to the right patient at the right time in the right way. • Patients can access timely care, have accurate and understandable information about risks and benefits, are protected from unsafe health care services and products and have reliable and understandable information on the care they receive. • Both patients and clinicians have their rights respected.
Three Aspects of Quality - The "Map" • Measurable quality Compliance with, or adherence to, standards. We assume that quality can be adequately, if not completely, measured-once clinical practitioners define the standards of care under which they can comfortably practice and the healthcare field acknowledges the applicability of what become essentially community standards. Clinically these standards may take the form of practice guidelines or protocols, or they may establish acceptable expectations for care processes and patient outcomes. Such standards also set expectations for organization performance. Performance measures or indicators are measurement tools. Acceptable compliance with standards is now the basis for granting healthcare organizations licensure and/or accreditation, certification, awards, and, in some cases, reimbursement. At their best, however, standards serve as guidelines for excellence.
• Appreciative quality Is the comprehension and appraisal of excellence beyond minimal standards and criteria, requiring the sometimes even non-articulate judgments of skilled, experienced practitioners and sensitive, caring persons. Peer review bodies rely on the judgments of like professionals in determining the quality or nonquality of specific patient-practitioner interactions. Courts of law use "expert witnesses" to determine whether professional behavior was "reasonable" or "negligent."

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Cphq

  • 1. CPHQ The Certified Professional in Healthcare Quality
  • 2. Quotes: "Quality is never an accident; it is always the result of high intention, sincere effort, intelligent direction, and skillful execution. It represents the wise choice of many alternatives." William A. Foster, Source Unknown ________________________________________ "Quality in a product or service is not what the supplier puts in. It is what the customer gets out and is willing to pay for." Peter F. Drucker Innovation and Entrepreneurship: Practice and Principles, p.228 ________________________________________ "Quality is free. It's not a gift, but it is free. What costs money are the unquality things - all the actions that involve not doing jobs right the first time...." Philip B. Crosby, Quality Is Free
  • 3. Definitions of Quality in HealthCare Quality 1. Quality means having a high degree of excellence 2. Quality means doing the right things right the first time (and every time). 3. Standards are created when experts are able to understand what the right things are and how the right things are best achieved. So quality can be said to be, at least in part, compliance with standards. 4. When recipients define quality, they judge whether or not the right things are done in ways that meet their own needs and expectations.
  • 4. • The Juran Institute: defines quality as both: 1. "Freedom from deficiencies": A deficiency is any avoidable intervention required to achieve an equivalent patient outcome. • Examples: - Healthcare-associated (nosocomial) infection, postoperative site infection - ED triage delay - Unscheduled return to ED/urgent care, surgery (inpatient or outpatient) - Managed care treatment authorization delay - Excessive wait time (physician office, ancillary service, ED, nursing care) - Lost lab results, X-Rays, medications, patient belongings - Cold meals (acute care, long-term care, adult day care, residential care, home care) - Premature discharge or release from treatment (acute care, skilled or sub acute care, long term care, partial hospitalization, ambulatory surgery, home care)
  • 5. • "Product features": Both services and goods that attract and satisfy patients, meet customer expectations, and distinguish one practitioner or organization from others. • Examples: - Case management/care coordination Pleasant waiting area (with current magazines) Knowing what to expect Knowing all treatment options - Computerized health record Food access in room, as appropriate (acute care, long term care, home care) Follow-up care (telephone queries, clear instructions, home care, return visits) - • JURAN : Fitness For Use
  • 6. IOM: Quality of Care Quality Defined by: 1. The Institute of Medicine 2. U.S. Joint Commission 3. The Joint Commission International Defined As: 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.
  • 7. AHRQ: Quality Healthcare The U.S. government Agency for Healthcare Research and Quality (AHRQ) Defines quality healthcare as healthcare that is “...accessible, effective, safe, accountable, and fair...." This means: • Providers deliver the right care to the right patient at the right time in the right way. • Patients can access timely care, have accurate and understandable information about risks and benefits, are protected from unsafe health care services and products and have reliable and understandable information on the care they receive. • Both patients and clinicians have their rights respected.
  • 8. Three Aspects of Quality - The "Map" • Measurable quality Compliance with, or adherence to, standards. We assume that quality can be adequately, if not completely, measured-once clinical practitioners define the standards of care under which they can comfortably practice and the healthcare field acknowledges the applicability of what become essentially community standards. Clinically these standards may take the form of practice guidelines or protocols, or they may establish acceptable expectations for care processes and patient outcomes. Such standards also set expectations for organization performance. Performance measures or indicators are measurement tools. Acceptable compliance with standards is now the basis for granting healthcare organizations licensure and/or accreditation, certification, awards, and, in some cases, reimbursement. At their best, however, standards serve as guidelines for excellence.
  • 9. • Appreciative quality Is the comprehension and appraisal of excellence beyond minimal standards and criteria, requiring the sometimes even non-articulate judgments of skilled, experienced practitioners and sensitive, caring persons. Peer review bodies rely on the judgments of like professionals in determining the quality or nonquality of specific patient-practitioner interactions. Courts of law use "expert witnesses" to determine whether professional behavior was "reasonable" or "negligent."