Healthcare Q-Digest

Introduction

Issue # 1 Winter 2010

In this issue

• Newsletter Introduction • Digest Survey Analysis• Health Care Interest Group

Success Story• Q-Article• Quality for Beginners • Excellence Track• Customer Voice• Q-Tool• Q-Quotes • Coming Q-events • Q-link• Q-Digest Team• Q-Digest Supporters

Made by Professionals to Professionals

By: Dr. Nashat Nafouri

HIG Chairman

Since the establishment of the Health Care Interest Group (HIG) in 2003 and the HIG members have a dream to publish the Quality Digest (Q-Digest) newsletter to capture and focus on quality initiatives and activities in the health care services. While striving to advance quality knowledge and raise awareness in the last seven years, we realized that the concept of a short but thorough newsletter, "Q-Digest," as a tool of continuous improvement will

foster professionals networking in spreading the quality culture and sharing best evidence based practices among the health care providers. Furthermore, Q-Digest aims to reach and hear customers' voices. The idea crystallized in 2008 after researching international benchmarks and studying the local needs. Because we believe in feedback as planning tool we conducted the newsletter survey to seek HIG members' opinions on the content of the digest with a slogan of "Q-Digest made by professionals to professionals" where the feedback results included in this issue. The mission is to produce periodical Digest for Quality initiatives and activities in health care services. Finally, we aim to make this digest an information hub for spreading Quality Culture and Excellence in Health Care Services and make it the Professionals vital resource and favorite choice.

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HIG Mission is to continuously spread the quality culture among the health care providers through professional and educational networking, and to exchange knowledge and expertise of quality applications, implementation and certification within the health care community.

HIG Goals are:

1. Raise awareness about the necessity of quality implementation in health care services and facilities.

2. Networking with the health care leaderships, professionals and advocates to advance quality excellence in health care industry and community.

3. Prominent and active presence or participation in professional events to promote quality culture and its applications in health care services.

4. Organize and/or co-sponsor health care quality events with interested parties. 5. Bridging with the public to raise awareness about the quality culture, applications,

certifications, rights, and benefits in the health care services offered to them through participation in the social and community activities.

HIG Board Members:

Prof. Mohamed Bakhotmah, KAUH Dr. Nashat Nafouri, ChairmanDr. Baraa Al Haj Hussein, KAMC-WRDr. Mohamed S. Ghamdi, KAMC-WRDr. Hani Fetyani, SGS Dr. Wail Alem, KFMH-CR Mr. AbdulRahman M Qutub, IMC Ms. Daliah Taibah, KAMC-WR

Members’ Digest Survey Analysis

As per members' feedback, article of the month, excellence tracks in health care services and how to implement quality tools in services came in the first rank followed by success stories and announcement for coming events. Customers' voice and quality for beginners came in the third place. Quality career pathway and useful links were selected as a forth choice. Members' news came at last which assure the high professionalism our readers seeking. In conclusion, Q-digest is designed to meet readers' needs and future surveys will be conducted to ensure continuous improvement.

The Success Story of the Health Care Interest Group (HIG)…

With over 100 professional activities in the last 7 years, the HIG raising the self-esteem bar. To know more about our achievements and annual reports, please visit SQC website: www.sqc.org.sa

The HIG is one of the Western Region health care community's pioneers groups devoted to quality in health care services. HIG established under the umbrella of the Saudi Quality Council –WR in 2003 by group of health care providers who have passion to quality and devotion to advance professional volunteering .

CONTINOUS QUALITY IMPROVEMENT

Quality Pioneers (HISTORICAL BACKGROUND)

By: Dr. M.S.H. Al – Ghamdi, M.D.

Concerns about the benefits of Medical care have a long history; The Hammurabi Law (2000

BC) was very strict in regulating medical mal-practices. Old Egyptian & Greek Medical

Standards had some concepts about quality. Old Roman, Chinese & Arabic Medical Books,

give consideration to the Knowledge, Morals & skills of treating physician. In Islamic Medicine,

hundreds of Islamic instructions emphasize the quality of work. In Western medicine(1200-

1800), each line of work had its own guild including medicine.

The focus on quality as a system started only at the beginning of this century in Japan at the

industrial factories. W. Edward Deming in 1950 Contributed effectively to developing Japanese

quality level of industrial work. Afterwards, Koru Ishikawa updated Deming Theory.

Joseph M. Juran in 1979 stressed that the quality is not the function of Quality Improvement

(Q.I.) department only but all departments. Armand Feigenbaum developed the concept of

Total Quality Control and Philip Crosby established Quality College in 1979. Martin Marry

stated that in order to have high quality both: objective measures & subjective measures should

be considered.

In Health care the Q.I. ideas & instructions started in U.K. The first contribution came from Sir

William Petty (1623 – 1687) a famous epidemiologist. Florence Nightingale (1820 – 1910)

made the 1st hospital statistical abstract form and found that much is to be learned from the

collective practice. E. Codman: was one of the early doctors attempted to introduce a quality

system. About the same time Dr. Groves, a British surgeon, urged that the results of all

operations be registered. In 1966, Donabedian introduced his model of measuring quality

based on the "simple system theory: structure, process and outcome”. As fore accreditation

bodies, The American Medical Association in 1910 started to evaluate medical colleges

according to Flexnair standards. The hospital standardization program started in 1915. The

program of Joint Commission Accreditation of Health Care Organization (JCAHO), started in

1951, its primary purpose is to provide voluntary accreditation. Joint Commission

International (JCI) was created in 1998. ISO, based in Geneva, Switzerland, is a worldwide

federation for quality. Malcolm Baldrige National Quality Award was created by Public Law in

1987 by President Reagan. European Foundation for Quality Management (EFQM) founded in

1998 by the presidents of 14 major European companies. Finally, in Saudi Arabia the Saudi

Quality Council was found in 1994 to promote quality movement in the Western Region and in

2003 HIG was established to focus on Health Care. The Mekkah Region Quality Program

(MRQP) was implemented in the Western Region 2004-2005.

Q-Article

Quality for Beginners by Dr. Nashat Nafouri

When a group of health care providers asked about which of the followings define accreditation in health care?

a)Meeting regulatory by-laws and acts/administration b)It is a voluntary process

c)It is a 100% guarantee of patient safety

d)All of the above

The answers can be demonstrated using the following pie graph:

Health Care Accreditation Characteristics Awareness

17%

17%

43%

22%

Meeting regulatory by-laws andacts/administration

It is a voluntary process

It is a 100% guarantee ofpatient safety

All of the above

43% answered “All of the above”; Accreditation means meeting regulatory by-laws and

acts/administration, it is a voluntary process and it is a 100% guarantee of patient safety. This

is a common wrong perception. The correct answer shall indicate that accreditation in health

care is a voluntary process to meet third party requirements. Hence, the pie graph as a quality

tool made it much easier to visualize the data and make comparisons at glance.

By: Dr. Hani FityaniIn modern healthcare and information revolution arena, patients are knowledgeable and more demanding of their rights which should be fully understood by healthcare providers. Patients today are more demanding of quality services. Quality in patients’ eyes mean:

Excellent serviceEfficient performanceTimely performanceError free performanceCorrect diagnosisProtection against unsafe conditionsInfections preventionGetting your money ‘s worthPrompt resolution of complaintsReliable and trustworthyCourteous behaviorService with big smile

Knowledgeable in new global demandsWell orientated & trained in the field of practiceApply quality approaches & toolsKeep up with the new trends in technologies & applicationsAdhere to international standards adopted by the organizationCustomer orientatedTeam playerSystem thinkerComputer literateInnovative & creative Strong interpersonal skills Effective communication skills

Excellence Track

Customer Voice

By: Prof. Mohamad Bakhotmah

In today’s healthcare services, healthcare providers can not tend to see quality in terms of the excellence of the services they individually provide ("doing the right things right") and the quality of their interactions with patients but instead they need to pay increasing attention to systems ofcare, quality approaches and quality costs. They need to be equipped with set of leadership skills which include but not limited to:

Q-Tool

By: Mr. Adel Osama Sayed

From Wikipedia, the free encyclopedia:A flowchart is a common type of diagram, that represents an algorithm or process, showing the steps as boxes of various kinds, and their order by connecting these with arrows. Making processes mush simpler.

Symbols Used In Flowcharts

Start / End

Process Step

Decision

Connector A

Q-Quotes

“ Across the world, quality is fast emerging as the central focus for health care policy makers and service providers“

ISQua, the International Society for Quality in Health Care

“Excellence in health care is not a coincidence outcome but a result of a daily habit”

Nashat Nafouri, HIG-Saudi Quality Council

Mark your calendar for the coming events in February and March.

Event Date Time Organization Venue

Patient's Rights & Responsibilities is a Dream Becoming True

23 February 2010 8-10 PM KFH, Jeddah

Business Communication Course

20 - 25 February 2010

5 pm-10:30 pmIMC- Training Center, Jeddah

Project Management 27Feb - 11 March

20105 pm-10:30 pm

IMC- Training Center, Jeddah

2010 Lean Management Six Sigma Conference

8-9 March 2010Phoenix, Arizona, USA

Strategic Planning 15-20 March 2010IMC- Training Center, Jeddah

Consultation Skills 27-31 March 2010IMC- Training Center, Jeddah

Drive Toward Patient Safety & Quality Not Luxury in Health Care Services

30 March 2010 8-10 PM KFH, Jeddah

Q-Events: HIG –KFH Quality Professional Development Program is the Grand Event of 2010

Abbreviations:

IMC: International Medical CenterHIG: Health Interest GroupKFH: King Fahad HospitalASQ: American Society for Quality

Q-Link

By: Ms. Daliah Taibah

American Society for Quality: http://www.asq.org/

A useful link for quality professionals and for anyone who wishes to learn about quality applications. It provides online quality training , courses, and quality news.If you a member in this useful link, you can gain access to books and articles written in quality as well as certification exams.Although ASQ promote quality applications and processes in all industries, there is unique focus on health care processes. ASQ conducting an international survey seeking feedback for potential introduction of new quality certification for Health Care Professionals and we are glad that the HIG Chairman was given the opportunity to participate in this vital survey to achieve HIG goals.

Dr. Nashat NafouriHIG Chairman, SQCKAMC-WR

Prof. Mohamed BakhotmahSurgery Professor & MentorKAUH

Dr. Hani FetyaniQuality AdvisorSaudi Geological Survey

Dr. Mohamed GhamdiFamily Medicine KAMC-WR

Dr. Wail AlemFamily Medicine KFMH-CR

Ms. Daliah TaibahHealthcare Q-Digest CoordinatorKAMC-WR

Dr. Layla AbdullahDirector, Clinical LaboratoriesKAUH

Mr. Adel Osama SayedQuality Team LeaderAl Borg Laboratories

Ms. Nora OtaybiQuality ProfessionalKAMC-WR

Ms. Nada FidaQuality ProfessionalSaudia Medical Services

Mr. AbdulRahman M QutubSenior Medical TechnologistIMC

Ms. Sarfinaz HanbazazaPoint Of Care Coordinator

IMC

Meet the First Q-Digest Team

Q-Digest Supporters: