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THE CONCEPT OF QUALITY AND QUALITY ASSUARANCE IN HEALTH CARE DEIVERY

Quality and Quality Assurance play critical roles in healthcare delivery. It is important for all healthcare professionals to acquaint themselves with issues of quality to improve their performance

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THE CONCEPT OF QUALITY AND QUALITY ASSUARANCE IN HEALTH CARE DEIVERY

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  1. THE CONCEPT OF QUALITY AND QUALITY ASSUARANCE

  2. WHAT IS QUALITY? • “the extent to which a product or service satisfies a person or a group” WHAT IS QUALITY CARE? It is the provision of healthcare activities to clients by health professionals without causing harm to the clients

  3. CHARCTERISTICS OF QUALITY IN HEALTHCARE DELIVERY • Access to healthcare services • Availability of clean environment • Availability of requisite equipment and supplies • Availability of technically competent staffs and good staffs attitude • Adherence to professional standards • Judicious use of healthcare resources • Availability of general safety protocols • Ensuring the privacy and confidentiality of patients or clients • Provision of adequate information • Achievement of good health outcomes • Provision of affordable service or charging affordable fees

  4. DIMENSIONS OF QUALITY • Access • Technical Competence • Equity • Effectiveness • Efficiency • Continuity • Safety • Amenities • Good Interpersonal relations

  5. STAKEHOLDERS OF QUALITY • These are players/things that work to bring quality • There are 6 main perspectives/dimensions to quality • The patient/Client • The Health Staff/provider • The Healthcare Manager • Inputs • Processes/Activities • Outputs/Outcomes

  6. Definition of QA • Quality Assurance basically means DOING THE RIHT THING RIGHT. It defined in the health sector as “planned, systematic approach for continuously assessing, monitoring and improving the quality of healthcare within available resources to meet the expectations of both providers and users” (GHS QA Manual, 2010)

  7. WHAT THEN IS QUALITY ASSURANCE? • QA is a set of activities that are well planned for, perfectly carried out systematically or in an orderly manner to improve quality care • QA involves • Setting of standards • Monitoring to identify gaps of what is being done now and what actually is to be done • Examination of services being provided • Supervision by managers to ensure conformity to set standards/targets • Understanding the needs of patients/clients • Active support and commitment from leaders/managers at all levels of care delivery

  8. WHY QA? • Health professionals are morally bound to provide quality care • QA is a legal obligation. It is mandated by healthcare laws globally • Increasing community and individual awareness of their rights

  9. PRINCIPLES OF QA • There are 5 main principles/values of QA • Meeting the needs of clients (internal/external clients) • Focusing on systems (various components/perspectives) • The use of data to improve quality • Improving quality through team work • Effective communication

  10. BENEFITS OF QA • These can be seen in 3 areas • Benefits of QA to the patient/client • Benefits of QA to the Healthcare provider • Benefits of QA to the Health Institutions

  11. Benefits of QA to the patient/client • Good health outcomes • Better client satisfaction • Value for money • Less frustration

  12. Benefits of QA to the Healthcare provider • Health staff becomes more satisfied with their work • Better understanding of patients • Improved information flow among staff • Health staff who performed well are rewarded

  13. Benefits of QA to the Health Institutions • Patients become more satisfied with services provided • More patronage of services translating into more IGF and subsequently more developments and staff motivations • Clean and beautiful environments • Facility/Institution will have very good reputation

  14. WHAT ARE THE COST/DISADVANTAGES OF POOR QUALITY • There are 2types of cost/disadvantages. These are OBVIOUS COSTS and HIDDEN COSTS. • SOME OBVIOUS COSTS OF POOR QUALITY • Wrong diagnosis • Wrong treatments • Repeated visits to the OPD by clients • Prolong illness • Deaths

  15. SOME HIDDEN COSTS OF POOR QUALITY • Wasted time to both patients and the health worker • Unnecessary treatment/wasted drugs • Non-compliance to treatment by clients • Unnecessary waste of other resources • Patients become frustrated • Low staff morale • Poor patronage of facility

  16. THE END • As stated by DONABEDIAN the father of QA • “ the single most important condition for success in QA is the DETERMINATION to make it work. If we are truly committed to quality, almost any reasonable method will work. If we are not, the most elegantly constructed of mechanisms will fail” DONABEDIAN ( 1996) • THAN YOU

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