Management Quality - Achieving Excellence in Allied Health Profession’s Services

1. Management Quality - Achieving Excellence in Allied Health Profession’s Services Management Quality Matrix Dr Robert Jones Head of Therapy Services Directorate East Sussex Hospitals NHS Trust Fiona Jenkins Executive Director of Therapies and Healthcare Scientists, Cardiff and Vale University Health Board • Introduction • If quality and excellence are to be at the heart of service provision and the goals which AHP managers strive to achieve for their services, it is essential to be able to measure performance. • In order to determine whether we are achieving management quality, it is necessary to establish whether there is alignment between performance, strategy, vision and desired outcomes. • We have designed our Management Quality Matrix (MQM) for the purpose of evaluating a wide range of performance parameters. The Matrix was developed in the context of management quality and strategy drawing on a range of concepts such as • Performance management • ‘Lean’ • Six Sigma • Balanced Scorecard • ‘Dashboards’ • TQM • Benefits Realisation The Six Dimensions The Matrix comprises fourteen standards each incorporating several components broadly reflecting the six dimensions of management quality: Communication Participation Employee development Measurement Delegation Integration The evaluation can be used for performance management as a useful measure to ensure understanding of true performance and as a comparison through time for continuous improvement as well as internal benchmarking. It may also be used for supporting the management process as an ad hoc service review ‘tool’. The Matrix incorporates 14 key Standards for managing AHP services, each being sub-divided into components which make up specific management quality sections within it. An example of a Standard and the measurement matrix including components and evaluation scoring framework.and incorporated into service re-design. Standard 2 - Patient and service user experience Patients’ views and experiences are actively sought and incorporated into service re-design. The 14 AHP Management Quality Standards • Strategy • Patient and Service User experience • Clinical excellence • Finance • Information and metrics • Activity • Staff resource effectiveness • Staff management and development • Service improvement and re-design • Leadership and management development • Risk management • Corporate governance • Communications and marketing • Key performance indicators References Jones, R. Jenkins, F. – Chapter 13, Managing Money, Measurement and Marketing for the Allied Health Professions. Radcliffe Publishing Ltd 2010 Jenkins, F. Jones, R. – Chapter 1, Key Tools and Techniques in the Management and Leadership of the Allied Health Professions. Radcliffe Publishing Ltd. 2011